Boss Lawyers
Jun 4, 2015 · 3 min read

Professionalism in the New Client Onboarding Process

The new client onboarding process is an essential and important step for law firms. The process allows lawyers to learn more about a potential client and his/her case, as well as determine whether the person is the right client to take on. The onboarding process will shine a clear light on the client’s expectations and desired outcome, as well as any existing financial or legal issues he/she is dealing with.

The onboarding process will not only determine if you want to work with particular clients, but also it will help clients figure out if your law firm is right for them. From the onboarding process and beyond, it’s important that your law firm stresses the importance of professionalism when working with clients. You want your clients to view you as a trusted partner who has their best interests in mind. You can establish yourself in this role early on through the new client onboarding process, as well as plant the foundation for a strong, long-lasting relationship.

To help you maintain the highest level of professionalism during the new client onboarding process no matter where you are in the world, follow the outlined steps. In this example, we will look at bankruptcy in Australia and insolvency lawyers in Brisbane as we walk through the different steps. This process highlights the main elements of cultivating a lasting relationship with clients that ultimately helps in building and retaining a strong client-base.

  1. Meet with clients face-to-face — To establish the highest level of professionalism, you need to meet with clients face-to-face. It’s the easiest way for you and the client to get to know each other. You can build a strong connection with your client and get a better understanding of his/her needs and expectations. Conduct the initial meeting at the client’s business or site, so that you can identify other issues that you can help the client address. You’ll be achieving additional business, while the client receives better counsel and legal protection.
  2. Make yourself available and accessible — One of the most important aspects of being professional and cultivating a strong relationship with your clients is making yourself available and accessible. Make your clients aware that they can call you at any time, should they have questions or an issue arises. This will show your clients that you are entirely dedicated to helping them.
  3. Be prompt — A more obvious step of being professional during the onboarding process is being prompt. Nothing is more unprofessional than being late to meetings and not returning phone calls. If you are not prompt, your clients will believe you don’t have enough time to dedicate to their case and will not likely want to do business with you in the future.
  4. Explain all the options — Even if the client in our example is the owner of a major bank or manufacturing firm in Brisbane, he/she may not be entirely knowledgeable of business and bankruptcy law or know when and how to litigate. It’s important for you to make sure the client has a clear understanding of all the options, so he/she can make an informed decision about how to proceed. Once the client decides how to proceed, make sure you provide clients with copies of all the details pertaining to their case.
  5. Review the main takeaways of meetings — Each time you meet with a client, whether it be face-to-face or over the phone, you should provide the client with a document that outlines the main points that were discussed. This will ensure the client has all the information in front of them and can review and access it in the future.

With these 5 steps, you can establish a strong relationship with new clients, built on the foundation of trust and professionalism.

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