Internal Client Management

In-House Legal Tip: Try calling your client

2 min • 20 Nov 23


Too many in-house lawyers especially those below the age of 50, prefer to email or text their internal clients as opposed to speaking directly. 

There is a time and a place for written communications – indeed there are times when it is actually preferable. However, overreliance on digital messaging can limit your ability to grow your client relationships.

Here are 10 great reasons as to why you should consider calling instead of messaging:

  • Prioritization Tool: your email will be one of around 50 a day. Your call will be one of 3.
  • Immediate Feedback: which is good for clarifications, decision making and alignment.
  • Building Rapport: talking directly helps build meaningful relationships.
  • Enhanced Understanding: verbal comms allow you to read the nuances (intonation, emotions, etc.).
  • Less Time: calls take less time than composing well-structured and typo free emails. 
  • Problem Resolution: talking is the best way to tackle complex issues. 
  • Outcome Potency: it’s easier to guide a client to your desired position by speaking to them.
  • Egg Shells: emails can be easily misunderstood. Speaking directly allows you to be more clearly understood. 
  • Importance: when someone calls, the issue/relationship is generally considered important – the issue/relationship.
  • Trust Building: regular chats help build trust – for all the reasons stated above.

Obviously, following up with a quick email to confirm the points of discussion is ideal and helps perfect understanding, and establish sound record keeping, etc.

So, think twice as to whether to use a call or an email. 


Please check out the GLS solutions and know-how resources listed on the right side of this page – they might assist your legal team with the issues explored in this Blog. 

Of course, if you would like discuss your transformation needs – please book a 30 minute FREE CONSULT WITH GLS 

In the interim, here are 7 resources and tools that may assist you as you transform the performance capabilities of your legal team:

1. GLS's Ultimate Guide to Legal Operations: download this HERE, and read it thoroughly and regularly. It is a wonderful transformation companion

2. GLS Transformation Boot Camp: for our free and hugely successful, 10 week long, email-based boot camp on how to effectively transform your legal team you can SIGN UP HERE

3. GLS Knowledge Centre: click HERE to access lots of informative and instructive white papers, blogs and training resources etc. - all focused on helping to improve your legal team's performance

4. GLS Legal Operations Community: join the GLS Legal Operations Community and collaborate with other in-house leaders as they seek to tackle many of the same performance issues that you face, click here to JOIN NOW

5. Visit GLS Connect: visit the GLS CONNECT PAGE and select the information you would like to receive from the GLS Legal Operations Community

6. GLS Legal Team Transformation Plans: mitigate the risks of transformation failure by taking a GLS TRANSFORMATION SUPPORT PLAN 

7. Register: GLS Legal Operations Centre: REGISTER HERE to access the GLS Legal Operations Centre for free and to receive more than US$20,000 worth of legal team performance resources

© The GLS Group - Law Rewritten


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