Client follow-up is one of the most overlooked yet essential parts of growing and sustaining a successful law firm. In this insightful podcast episode, Molly McGrath sits down with technology consultant and Actionstep expert John Rehbein of Ettinger Consulting to explore what law firms can do today to better engage clients, reduce no-shows, and create long-term loyalty through better systems and communication.
Rehbein’s firm is a certified Actionstep company focused on helping law firms enhance, improve, and maintain client relationships through strategic consulting, smart workflows, and tech-based solutions. Whether you’re looking to streamline operations or simply want to understand why your follow-up process isn’t working, this episode is full of value.
What You’ll Learn in This Episode About Client Follow-Up
Handling Cancellations and Reschedules Professionally
Client cancellations and last-minute reschedules are frustrating, but they don’t have to derail your day or damage your client relationship. This episode breaks down how to navigate these tricky conversations with empathy and firmness. Learn how to frame your messaging so that clients feel heard and respected—while reinforcing the value of your time.
John shares examples of how to use structured scripts and proactive communication to significantly reduce cancellation rates. These client follow-up techniques are not just about reminders—they’re about trust and consistency.
Making Every Call Count: Intake, Confirmation, and Follow-Up
So many firms lose leads and client loyalty because of poor intake and confirmation processes. Molly and John offer specific client follow-up strategies for making every single client interaction—whether it’s a phone call or an email—count.
Learn how to map out a standard follow-up procedure from the first intake to the final deliverable. Discover how consistent tone, language, and cadence in communication can increase conversion and satisfaction rates.
Outsourcing Client Services the Right Way
Not every firm has the time or team capacity to manage every aspect of client engagement. That’s why outsourcing certain tasks—like intake, confirmation, or ongoing follow-up—can be a game-changer. John Rehbein offers insights into what should be outsourced, how to choose the right service providers, and how to maintain your voice and values throughout the process.
Outsourcing doesn’t mean losing control; with the right partner and systems, your client follow-up processes can run smoother than ever.
The Power of Data: Making It Understandable and Actionable
Client data is often buried in legal software, case management systems, or spreadsheets—making it hard to use. John discusses how to organize and present your data in a way that actually serves your client experience.
You’ll learn how reporting tools and visual dashboards can make client behaviours and patterns easy to understand. Better data means better decisions and stronger follow-up. Stop guessing what your clients want—start measuring it.
How Consulting Elevates Your Client Follow-Up Game
If your team is overwhelmed, inconsistent, or reactive in handling clients, it’s probably time to bring in an expert. John outlines how consulting services like those offered by Ettinger Consulting provide not just tech fixes but real long-term strategies for client follow-up improvement.
He shares stories of how small changes—like automated reminders, scheduled check-ins, and revised intake forms—can increase client satisfaction and firm-wide productivity.
Meet John Rehbein
John Rehbein is a seasoned technology consultant with over a decade of experience in coding, programming, legal database software, graphic design, and business management. In addition to his technical background, John has spent several years working in client development roles in law firms. He’s also served as a client education director, helping teams improve the way they communicate and serve their clients.
John’s rare mix of legal, tech, and business experience makes him uniquely equipped to guide law firms toward sustainable client relationship growth.
Want to take your client follow-up strategy to the next level? Explore our free resources, expert tools, and coaching support at hiringandempowering.com. Our website is packed with strategies to help you improve client engagement, reduce attrition, and strengthen your firm’s reputation.
For deeper insights, visit our blogs and check out our weekly podcast series—where we feature candid conversations with law firm leaders, experts, and innovators who are transforming the way legal teams operate and connect with clients.
Written by Molly Hall McGrath