Writing client updates people actually read

Clients don’t leave because of bad news. They leave because of no news.

List the stages every matter moves through, then write one short, approved update for each: what just happened, what happens next, and whether the client needs to do anything. Keep case-specific detail for the practitioner.

Send updates when the stage changes, not when the client asks. Even “no change yet, here’s what we’re waiting for” prevents most update calls.

Review the templates every quarter, and whenever processing arrangements change.