Client’s Experience: The Heart of Your LNC Business

If you’re like many LNCs, you’ve put serious time and money into attracting new attorney clients. You’ve built a website, reached out through LinkedIn, and possibly even attended networking events or trade shows. But there’s one area that often gets less attention—and it could make or break your business: how you make your client’s experience and how they feel once they’ve hired you.

Too often, LNCs focus so heavily on gaining new clients that they overlook the importance of keeping the clients they

already have. But retaining clients doesn’t just keep the lights on—it also builds a stronger reputation, leads to referrals, and saves you the time and money it takes to market to new prospects.

How do you keep your attorney clients happy? It starts with treating every interaction as a chance to offer an experience—not just a transaction related to a case.

Think Beyond the Transaction During Your Client’s Experience

When attorneys hire you, they’re not just buying a report or timeline. They’re hiring someone who helps reduce their stress, clarify confusing medical records, and strengthen their cases. They want someone who makes their job easier.

When your work is good but your attitude, communication, or delivery creates friction, you risk losing the attorney—even if the case goes well.

Your role as an LNC is a high-trust relationship. Attorneys are often juggling dozens of cases and may be under tremendous pressure. When they know they can count on you, you become a reliable part of their litigation process.

Look to the Gold Standard: Disney

Consider the meticulous care Disney puts into creating memorable experiences. From the moment guests walk into the Magic Kingdom, they’re transported into a carefully managed world.

You won’t see trash on the ground. Characters stay in their designated lands. Even the smells—like cookies and chocolate—are pumped into the air to evoke delight. Every detail is engineered to serve the guest.

What does that have to do with you? You’re running a service-based business. Creating a streamlined, positive experience—from your email tone to your invoicing process—can strengthen your professional reputation in a way that mere competence never could.

Apply This to Your LNC Practice

• Be consistent and clear: Outline your services clearly, including deliverables and billing practices. Attorneys do not like surprises.
• Anticipate their needs: If an attorney has hired you before for a specific type of case, suggest related services that could help. Do they need an expert witness referral? Offer to do it before they ask.
• Be a calming presence: When attorneys are dealing with tough deadlines or difficult cases, your professionalism and prompt response can set you apart. This is much like your demeanor in the clinical setting.
• Make it personal: Use their name (and spell it correctly!) Remember case details. Send a follow-up thank-you email. These touches create lasting impressions.

The Hidden ROI of Great Service and Client’s Experience

Great service isn’t just good manners—it’s strategic. Happy clients talk. Attorneys gather at conferences, connect through listservs, and call each other for recommendations. You want to be the name that gets passed around when someone says, “I need a solid legal nurse consultant—someone reliable who knows their stuff and is easy to work with.”

Unhappy clients talk, too. That’s why handling problems with professionalism and grace is just as important. If something goes wrong (an invoice gets questioned or  one of your processes breaks down), how you respond matters more than the error itself. Own it, address it, and clarify how you’ll avoid it in the future.

Simple Steps to Start Improving the Client’s Experience Today

1. Audit your onboarding process: Is it clear? Welcoming? Do you set expectations around deadlines, communication preferences, and billing up front?
2. Create a “client experience checklist”: Include items like: confirm receipt of case materials, set delivery timelines, update the client mid-project, and send a thank-you when the project ends.
3. Build feedback loops: After a case wraps up, ask for input. A short email or even a one-question online survey lets the attorney know you care about the relationship and want to improve.
4. Keep in touch: Don’t disappear between cases. Monthly newsletters, blog updates, or sharing an article relevant to their practice area keeps you top of mind.

The Bottom Line

The more attention you pay to the attorney’s experience—not just the case file—the more you stand out. Competent LNCs are common. Memorable ones are rare.

And here’s the good news: creating a standout client experience doesn’t require fancy tools or a big budget. It takes intention, empathy, and consistency. When you shift your focus from “getting the work done” to “how can I make this as easy and positive as possible for the attorney,” you become the LNC they want to work with again and again.

Pat Iyer is president of The Pat Iyer Group, which develops resources to assist LNCs in obtaining more clients, making more money, and achieving their business goals and dreams.

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