Red Flags, Raves, and Referrals: What We Learned from Calling Every Client

Watch the YouTube version of this episode HEREDo you want to improve client communication for your firm? In this episode of the Maximum Lawyer Podcast, Devon Slovensky, founder of a Southwestern Virginia Family Law Firm, shares how her team maintains high standards of client communication amid rapid growth. Speaking at a MaxLawCon 2025, Devon introduces the “client happiness call” initiative—which has improved client communication for her firm.A firm’s client communication can really make or break its success. Devon shares how her firm’s client happiness calls have been used to determine gaps in communication. Doing this ensures that attorneys are held accountable to what they say they will do. Having these calls also ensures clients are prioritized and attorneys are doing their jobs. Creating a system for this can include having a client happiness coordinator and some sort of CRM to manage these calls and input and retain information.Devon speaks to unhappy clients and how to unearth this and understand this as a lawyer. Most of her clients are satisfied, but it can be tough to admit when you as a lawyer can’t deliver something 100% because of whatever issue that presents itself. Understanding this can create confidence in a lawyer in having better communication with clients on realistic expectations. Avoiding unhappy clients includes keeping them up to date on their case, explaining things that they don’t understand and being honest about next steps.Listen in to learn more!3:10 Client Communication Gaps and Accountability4:08 Building the Client Happiness Call System7:58 Metrics and Board Visualization10:01 Attorney Confidence and Common Issues12:06 Unearthing Quietly Frustrated ClientsConnect with Devon:Website Tune in to today’s episode and checkout the full show notes here.