One Way to Differentiate Yourself: Create a New Client Packet

Wordle: Welcome
You’ve heard and read many times about the importance of communication and managing client expectations to ensure a successful and profitable engagement. The legal business is essentially relationship based and no relationship survives, let alone thrives, without good communication. The clients may care more about the communication/relationship than your ability or the quality of your work product. So if at that initial client meeting, you can put yourself in their shoes and see the experience through your client’s eyes and anticipate their needs and questions, you are one step ahead of your competitors.

A well designed new client packet can create a client experience that will be memorable, differentiate you from other attorneys in town and build the foundation for a successful and profitable engagement.   A New Client Welcome Package assures your new client is properly welcomed into your practice. In this article, I want to layout items that should be part of a new client welcome packet.

First impressions matter. So invest in getting nice quality folders designed.  On the cover, include your logo, address, website, and phone number. List practice areas on the back of the folder. A welcome package in a folder also provides a place for clients to keep important documents or information throughout the engagement.

Include the following items in your welcome packetContinue reading

An Informed Client is a Happier Client: Client Intake Forms and Procedures for Managing Your Law Practice

By: Peggy E. Gruenke, COO Godbey & Associates

Not only is an informed client a happier client – they also tend to pay on time, are less frustrated and have a better chance of becoming a good referral source. All pointing to good things for growing your practice.

Your initial interview is the first step in managing your risk and  is an opportunity to screen cases and clients unsuitable to you, thereby leaving you with the time and resources to provide excellent client service to those clients you choose to represent.  Initial client meetings are to define the working relationship and set client expectations.

  1. Set context for relationship. Remember you want to be in control; don’t let them start off trying to mange you.
  2. Clarify financial obligations and consequences.
  3. For some, it may be first encounter with an attorney and they have no idea what to expect-explain the process.
  4. Clearly and accurately communicate:
  • Course of action
  • Possible outcomes
  • Implications of decisions
  • How long things may take
  • Expected fees and expenses
  • What types of documents they may receive

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