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Keeping customers updated

Customers keep chasing you for updates.

Customers get a short message when their job moves on, in your voice, and hear the same day if a date slips. The calls asking where things are stop.

What Changes

The journey for keeping customers updated in a business that sells to other businesses. Today: 4 steps you do and 2 times it waits. With the fix: 1 step you do and 0 times it waits.

Businesses: client, matter; searches, draft, exchange.

Today

  1. You: Job booked, customer told “we’ll be in touch”.
  2. Waiting: Nothing for [n] days.
  3. You: Customer rings, you look it up and ring back.
  4. Waiting: The date slips and nobody tells them.
  5. You: Customer rings again, annoyed.
  6. You: It turns into a complaint.
Steps You Do
4
Times It Waits
2

With the Fix

  1. Runs on its own: Job booked, confirmation sent.
  2. You: The team marks each stage with one tap.
  3. Runs on its own: Customer hears at every stage.
  4. Runs on its own: Date moves, and they hear the same day with the reason.
  5. Runs on its own: Simple questions answered from the job record.
  6. Runs on its own: Jobs gone quiet are flagged to you.
Steps You Do
1
Times It Waits
0
  1. Each job moves through the stages you already use.
  2. When a job moves on, the customer gets a text or email.
  3. When a date moves, the customer hears that day, with the reason and the new date.
  4. Simple questions are answered from the job record. Anything else goes to the right person.
  5. You see which jobs have gone quiet for too long.

WHO YOU SELL TO

Illustrative example. Today: The client’s thread: “Just checking in on [matter].” ([date]). “Any word from the other side?” ([date]). “I haven’t heard anything for [n] weeks.”. After the fix: “Searches came back on [date]. Nothing needs your attention.” “We have the draft contract and will finish reviewing it by [date].” “We’re waiting on [document] from the other side and chased them on [date].” “Exchange is planned for [date].”.

Illustrative. Your business carries your own details.

What It Costs You

In legal services, poor communication (24%) and delay (23%) are the two most common complaint types brought to the Legal Ombudsman.

Source: Legal Ombudsman 2024/25

What You Do

Agree the stages and the wording. Your team marks a stage with one tap, or it’s picked up from the diary.

What It Runs On

Wherever you track jobs now: a job system, a shared calendar or a spreadsheet. If there’s nothing, we set up a simple job list.

Agreed Before We Start

How many “where’s my job” calls and messages you get a week, and how many complaints mention communication, before and after.

What We Agree Before We Start

MeasureBeforeAfter
“Where’s my job” calls and messages a week
Complaints that mention communication

We fill this in with you during the diagnostic, from your own records.

Questions Owners Ask

Do my customers need to download anything?
No. Updates go by text or email.
What if we don’t have a job system?
We set up a simple job list. Your team marks each stage with one tap.
Can customers reply to the updates?
Yes. Simple questions are answered from the job record, and anything else goes to the right person on your team.

Pick One Problem

Tell us which one. We’ll tell you whether it’s worth looking at, and what finding out would take.

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