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31 March 2021 / Mark Rowlands
Issue: 7927 / Categories: Features , Profession , Legal services , Covid-19
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Lessons from lockdown: strong relationships are key

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Mark Rowlands, CEO Lamb Chambers, shares some insights on best practice for ‘virtual’ client communications
  • Outlines marketing and client relationship lessons learned during the pandemic.
  • Avoid adding to screen overload by making sure communications add value.
  • Ensure legal service and client care remain a top priority.

Establishing and cementing personal relationships is a major part of creating business partnerships, particularly in service industries like law. A strong business relationship is centred around many different aspects, such as specialist knowledge, service quality, value for money, adaptability, transparency, reliability and trust. When we suddenly went into lockdown in March last year due to COVID-19, the inability to meet clients face-to-face and create personal connections had a big impact on client relationships.

Virtual/remote interaction

During lockdown we were all thrust into the virtual space: for the first time entertaining clients via video conferencing facilities. Virtual client events such as quiz nights, beer/wine/cheese tastings, yoga classes, book clubs, happy hours, networking parties, fireside chats etc, that started

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