How Lawyers Can Improve Client Communication During Summer Vacation Season
A client calls with an urgent question about their case. Your receptionist is out on vacation. Your paralegal is covering two desks. The call goes to voicemail and never gets returned. Yikes!
Summertime often brings a welcomed break for law firm staff, from attorneys to administrative professionals. But while your team enjoys well-deserved vacations, your firm still needs to provide consistent, reliable communication to clients. When gaps appear, trust erodes and missed calls or delayed responses can cost business and damage client relationships.
The good news is that with proactive planning and a few strategic tools, your firm can maintain strong legal client communication all season long. Here’s how to ensure your clients feel heard and supported, even when your office isn’t fully staffed.
Why Legal Client Communication Matters, Especially in Summer
Client expectations don’t take a vacation. Legal matters can be time-sensitive, and many clients feel anxious or overwhelmed when they can’t get in touch with their attorney. According to a Clio Legal Trends Report, 79% of clients expect a response within 24 hours of reaching out to a law firm.
When your team is running on summer schedules, it’s easy for calls and emails to slip through the cracks. For clients navigating stressful legal issues (such as immigration, personal injury, or estate disputes) being met with silence can damage their confidence in your firm and lead them to look elsewhere. That’s why a clear communication strategy is essential; not only for your clients’ peace of mind but for your firm’s reputation and growth.
Common Summer Communication Challenges for Law Firms
- Reduced staffing due to vacations or flexible hours
- Longer response times that leave clients feeling ignored
- Missed calls that could be potential new cases
- Inconsistent messaging from stand-in staff unfamiliar with the case
- Internal stress on the remaining team trying to fill in gaps
These issues can impact your ability to serve current clients, attract new ones, and maintain the professionalism your brand is known for. Fortunately, they’re also preventable with the right strategies in place.
6 Strategies to Strengthen Legal Client Communication During Vacation Season
1. Create a Vacation Coverage Plan
Start by coordinating your team’s time off and identifying overlapping absences. Assign backup coverage to ensure that someone knowledgeable is always available—or knows where to direct the client. Maintain an updated calendar and share it internally so everyone is on the same page.
Pro tip: Use platforms like Google Calendar, Outlook, or shared project management boards like Trello or Asana to keep the plan visible and easy to update.
2. Set Clear Expectations with Clients
Proactive communication goes a long way in building trust. Let clients know when their primary contact will be unavailable and who to reach out to in the meantime. This can be done through:
- Email auto-responders with backup contact details
- Updated voicemail greetings
- Proactive messages sent via client portals or newsletters
Clear expectations help your clients feel supported, not sidelined.
3. Use a Legal-Focused Call Answering Service
A 24/7 virtual receptionist service, like PATLive’s legal answering services, can be a game changer during summer months. Trained receptionists can answer your firm’s calls around the clock, screen leads, take detailed messages, and even schedule appointments based on your preferences.
It’s a professional, personal touch that ensures no opportunity (or client) is left waiting.
4. Streamline Your Communication Tools
Efficiency starts with your tech stack. Make sure your CRM, case management system, and communication platforms are centralized and easy to navigate. Tools like Clio, MyCase, or PracticePanther allow for shared client notes, task tracking, and communication logs that keep everyone aligned.
Explore integrations that automate tasks like:
- Appointment confirmations
- Document reminders
- Intake form submissions
These small efficiencies add up, especially when your team is operating at reduced capacity.
5. Share Workload Across the Team
Summer is a great time to cross-train your staff. Cross-training can empower staff to support one another during vacation absences. With clear SOPs (Standard Operating Procedures) in place, even junior employees or temp workers can assist with client updates, appointment setting, or general FAQs.
Consider creating a “Summer SOP Sheet” with:
- Common client questions and approved responses
- Key contacts for case-specific issues
- Overview of active matters by practice area
6. Outsource Administrative Support
When internal capacity is stretched thin, outsourcing administrative work is one of the most effective ways to maintain quality without burning out your team.
From document prep and scheduling to follow-up calls and intake coordination, outsourcing gives your core staff time to focus on higher-value legal tasks.
Check out our free resource: Outsourcing Administrative Support for Law Firms. This downloadable eBook offers practical strategies to lighten your team’s load while improving your client experience.
Resource Highlight: Sally Morin Law Case Study
Want to see how outsourcing can work in practice? In our case study on Sally Morin Law, you’ll discover how a busy personal injury firm used PATLive’s services to reduce interruptions, stay responsive, and improve client satisfaction.
“PATLive helped us maintain a high level of service, even when our staff was stretched thin. It’s like having a professional front desk team available 24/7.” – Sally Morin Law
Their success story shows what’s possible with the right partner handling your incoming calls and inquiries.
Other Helpful Resources to Support Summer Communication Planning
How PATLive Can Help Your Law Firm This Summer
When your staff is on vacation, PATLive is always on. Our 24/7 virtual receptionist service ensures that your clients always speak to a real person—friendly, professional, and trained to represent your firm with care.
We tailor call handling to your firm’s preferences, including:
- Bilingual receptionists
- Overflow call handling
With PATLive, you can enjoy your time off knowing your firm is still delivering excellent legal client communication. Your clients get the support they need, and your team returns to a well-managed caseload.
Ready to bridge the summer gap and strengthen your client experience? Discover the Ultimate Legal Answering Service for Your Law Firm and see how we can support your firm this season, and every season after.
