What Are Some Client Interview Questions for Family Law?
When it comes to initial interviews with potential clients, are you asking the correct lawyer-customer interview questions?
Lawyers devote significant time, free energy, and marketing money to nurturing leads and winning new clients. But if you rush through the initial interview or neglect to prepare the most effective lawyer-customer interview questions, you'll likely miss out on major opportunities for y'all and your customer.
Conducting a great customer interview is critical to an effective client intake procedure , and it's an important initial pace to providing a customer-centered experience. The primal is to set up: Request the right attorney-customer interview questions that tin apace and finer let y'all know what your clients need. At the same time, the right questions will also assist found articulate communication and expectations on both sides.
In the following guide, we'll offer tips for how to refine your initial customer interview process and how you lot tin best prepare for an initial customer interview. In addition, we'll offer some lawyer-client interview sample questions to integrate into your process. Perfecting your interview questions can brand a big deviation in improving your client intake process, so allow's start with an like shooting fish in a barrel query: Are you ready to get started?
How practise y'all prepare for a lawyer-customer interview?
No affair how many lawyer-client interviews you've conducted, information technology'southward still important to prepare past reviewing the customer's file. You'll also need to plan the interview construction and prepare attorney-client interview questions. You lot'll also want to exist set up with a strategy to manage expectations (we'll go into more detail below).
At the pre-interview stage, consider your goals and let them guide your preparations. This means considering what you lot want to exit of the interview, including learning about the legal issue at manus, establishing a positive client feel, and winning the customer.
Before the lawyer-customer interview
Conduct a thoughtful pre-screen and disharmonize check
Equally our guide to client intake for law firms explains, an of import function of an effective client intake procedure is to take steps to ensure that a potential client is a practiced fit before moving forward. Not every legal issue will be a expert fit for you, your practice expanse, workload, and firm size. But that'due south normal.
- Pre-screen : Before you book the interview, have a fix pre-screening process. Inquire for basic information (for instance, via an intake questionnaire) to help you lot decide if the client may (or may non) be a fit for your firm. You can make this process simpler for the client by using an online intake forms tool, similar Clio Grow.
- Conflict check: You'll besides want to do a disharmonize check before proceeding to ensure there are no conflicts of interest or other reasons that will prevent yous from working with someone. Here once more, an online intake tool can brand this easier for you and the client. Clio Abound , for example, tin be role of a robust disharmonize check process.
Review the client's file
The initial client interview should be for asking questions, not for learning basic client details. Before the interview, inquire for any relevant information and documents so you lot can review them in advance.
Prepare, fix, set: your questions and answers
Once you've reviewed the client'due south file, gear up your questions for the client, and take some fourth dimension to anticipate questions that the client may take for you. We'll talk over more on what answers (for clients) lawyers should prep for before the interview below.
Think: Your goal is to have the client fill up in blanks, reveal their goals and expectations, and tell you about the case. Considering of this, you should ask open-ended questions to encourage them to share more details.
Send a confirmation electronic mail and a reminder
Particularly if you've taken the time to thoroughly prepare for the interview, there's nothing worse than a no-show. While some no-shows are unavoidable, often a simple confirmation email and a reminder can ensure your potential customer makes the meeting. Exist certain to include the appointment date and time and any other pertinent information for the client's convenience.
A proactive step like this as well helps show that you volition be offering a customer-centric experience from the start of your client's journey. Reminders don't accept to have time away from your legal piece of work. Tools similar the legal appointment booking software in Clio Abound can streamline the process past sending automated appointment confirmations and reminders.
Explore more ways to save time and evangelize a better customer experience by automating client intake.
What lawyer-customer interview questions should you enquire potential clients?
While the exact questions you'll enquire should be customized to each potential client'southward specific situation, these lawyer-customer interview questions are a good starting point:
Could I ostend your details?
Starting with a simple easy-to-answer question tin can help ease the potential client into the conversation while letting yous confirm of import details.
I see you're having an issue with 10, can you tell me more about that?
It's important to plant that you lot've washed your enquiry and have an understanding of what the upshot is. But it'due south also essential to also let the customer to tell you lot what the problem is. Don't make assumptions and heed to what they say. If they are vague or unclear well-nigh certain things, you can e'er follow up for more details.
Have y'all worked with a lawyer before? Have you worked with another lawyer on this specific thing already?
If the customer has worked with another lawyer (whether on this case or a previous matter), the way that they reply this question can requite you insights into their expectations of a lawyer. This way, y'all can gauge if you'll be able to encounter them. This tin can as well help y'all know how familiar (or unfamiliar) the client is with the legal system and its processes. Additionally, if they have worked with another lawyer on this matter, you'll want to know why they're coming to you now.
Can you share why you want to pursue this affair?
To put the client'south feel first, you need to know why the client is pursuing a matter, how serious they are almost taking information technology on, and how they feel about it. Let them share their reasons and feelings about the case.
How can I assistance you?
Exist straight. By asking this open up-ended question, y'all can become a better understanding of what the client's expectations of you will exist. At the same time, y'all are prioritizing the client'south needs.
Could you lot walk me through your case?
Instead of asking detailed questions at this point, ask the client to walk y'all through the facts of their instance. This tin can assistance yous identify what'due south about important to them and get a general picture of the issue.
What are you most concerned about?
As an experienced chaser, you may focus on certain elements of a case. Simply the lawyer-customer interview is the time to learn what worries or most concerns the potential client. This could exist the case's outcome or it could be the price of legal services. Knowing this tin can aid yous proceed in a way that will best serve your client.
What is your goal for your case?
While y'all may have already formed ideas for how you want to handle a case, it's of import to clarify what result your potential client wants to see.
Do you lot have any additional data or documents that I should accept?
You never know what you don't know or what you might have missed. This type of simple, open up-concluded question lets clients bring up any points you may not exist aware of.
What answers to client questions should lawyers gear up for?
The meeting isn't merely about you interviewing a potential client—the client will have questions for yous, besides. Being prepared for the mutual questions that clients have is key. Here are four common questions you should set to answer:
What should I do next?
As a legal professional, potential clients are turning to you for your expertise and guidance. You need to provide articulate adjacent steps (for example, when they tin expect you to contact them) to give clients confidence in you as a lawyer. How much would my instance cost?
Price predictability is office of a good client experience—and a reasonable concern for clients during an initial interview. So, be prepared to discuss your police firm pricing and billing procedure sot potential clients can go a realistic estimate and expectation of what their case may cost. For instance, let them know if you bill hourly, have a flat fee, or offer culling fee structures .
What is the process for my case?
While yous may not be able to predict specifics, exist prepared to lay out the general procedure and guess timelines for the client. This style, they will have a better idea of what to expect.
Can I get more than information about my example?
Set realistic expectations for timelines and frequency of advice updates. For example, your client may call back yous'll phone call with daily updates. But if that'south non applied for you, discuss to run across if you can find a solution that works for both of you—earlier you start with appointment.
Conducting the lawyer-client interview
If you want to nail your initial consultation, it'south about more than than but what attorney-client interview questions you ask. Follow these tips for interviewing in a client-centric way:
one. Make the client feel comfortable
You may deal with the law every day, but pursuing a legal issue can be stressful, draining, and even scary for potential clients. With this in mind, do your best to be emotionally sensitive and make them feel as at ease every bit possible. Whether you're meeting in person or virtuall y over video conference , make sure the setting is clean and comfy.
Also, the lawyer-client interview is not the fourth dimension to endeavour to impress the client with your fanciest lawyer-speak. Avert using legal jargon and overly technical language. Unnecessary jargon can alienate the client and make them experience overwhelmed and even talked down to. This is the reverse of the positive client-centered experience you lot're aiming for.
2. Observe non-verbal advice
When asking your lawyer-customer interview questions, is the client fidgeting, or do they look like they accept something to add? Pay attention to non-verbal cues. Clients may be nervous or intimidated, but non-verbal communication can help you determine if yous demand to ask more specific questions to get them to share more.
Information technology's also a good idea to be aware of your non-verbal communication—if you appear disinterested, your potential client will likely pick upwards on that.
3. Mind, heed, listen during your initial consultation
The best matter you can do when asking your lawyer-client interview questions during your initial consultation is merely listen. This is the fourth dimension when the client should exist doing most of the talking. Follow client advice all-time practices and effort to avoid cutting them off or filling in pauses.
However, this doesn't hateful you should be silent—heed, but too circle back and inquire the client to clarify details when necessary.
iv. Integrate with your exercise management software
Continue in mind that the customer interview is part of the client intake process. That's why information technology's important to keep tasks related to the interview as elementary and streamlined as possible. Look for opportunities to integrate tasks—like pre-interview contact information drove—with your practise management software. This mode, yous can eliminate duplicate information entry for clients (i.due east. they only accept to fill out their data once) and your business firm.
If y'all utilise the Clio Suite , for example, Clio Grow'south customer intake software works together with Clio Manage'southward practice management software for a seamless experience.
five. Track potential clients by their stage in the customer intake procedure
The client interview is part of your overall client intake procedure, so it's important to track it f or efficiency and ensure that no potential clients go missed. If you're using online client intake software, you tin easily rail and come across a potential customer'due south status in stages (for instance, "needs a follow up").
If you're adapting to a new online client intake procedure (or will be moving your customer intake online), scout our Introduce Legal Online webinar on moving your customer intake process online for tips.
half dozen. Enquire about their preferred way of communication
If y'all're committed to delivering an exceptional customer experience, it'south of import to make an effort to communicate with your clients the way they want to be communicated with. After asking your lawyer-client interview questions, inquire your potential client how they want to exist communicated with.
For example, co-ordinate to the 2020 Legal Trends Report , 56% of consumers would prefer videoconferencing over a phone phone call. Merely you lot won't know your potential client'south preference unless you inquire.
Of class, it's important to hash out which platforms are appropriate for communicating sensitive information. For example, text messaging may be acceptable in certain instances, but not in others.
seven. Manage client expectations
Don't over-promise only to win the customer'southward business organisation. Clients capeesh honesty and a realistic vision of what they can expect if they motility forrad with you on their legal matter.
eight. Communicate clearly
Clear communication goes hand-in-manus with effectively managing client expectations, so be sure to be open and honest when communicating with your client.
Exit time in the consultation to discuss fees (if the client doesn't inquire you lot first). Become over your pricing, billing process, accepted methods of payment, and other payment details like possible culling billing methods yous may offer. Let your potential client to decide if they can realistically pay for your services in a manner that works for them and your firm.
No matter how the interview goes, brand sure the client knows what the side by side steps are so they can make informed decisions and aren't unsure of what to do side by side.
If you decide non to motility forward with a potential client, it's important to close the loop by sending a non-date letter . This ensures you're providing client-centered communication and potentially avoid future malpractice claims.
Determination
Conducting a groovy client interview is disquisitional to an effective client intake process. It'due south also an of import part of providing a customer-centered experience. If you want to perfect your process, the key is to prepare with the right lawyer-customer interview questions—and truly listen to their answers. Past asking questions at the start, you'll become a improve idea of what your client expects from you (whether you motion forward or non). This way, your potential customer will start their journey with your firm feeling heard, which is key to a great client-centered feel. Will yous be hiring at your house? Here are some examples of law business firm questions for interview subjects.
Notation: The information in this article applies only to US practices. This post is provided for informational purposes only. Information technology does not constitute legal, business organisation, or accounting advice.
Nosotros published this blog post in March 2021. Last updated: .
Categorized in: Business
Source: https://www.clio.com/blog/lawyer-client-interview-questions/
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