Most attorneys do a good job of onboarding new clients. They have a process for obtaining the information they need and explaining things to the client. They have documents ready for the new client to fill out, review, and sign. They have a routine for calendaring dates and follow-ups, and a set of form letters they mail to get the case started right.
They do these things to protect themselves from omissions, to save time, and because it gives the client a good first impression.
Unfortunately, not as many attorneys are as disciplined or detailed-oriented about how they close their files. But how you close a file is as important as how you open it.
What you do or don’t do at the end of the case can determine whether the client will hire you again, post positive comments and reviews, and refer other clients your way.
Of course, you lay the foundation for these things at every appointment and with every email or letter you send. But the final appointment is your last and best opportunity to “sell†the client and warrant your time and attention.
Your final appointment/file-closing process should include things that are too often taken for granted. You should have a checklist that addresses
- What you say (e.g., asking if they have additional questions, cross-selling your other services, advising them about possible future needs, etc.)
- What you give them (e.g., “after-care†instructions, marketing collateral, checklists, reports and other “added value,†etc.)
- What you do (e.g., scheduling follow-up letters and calls, enrolling them in your newsletter, final billing/accounting, contacting them a few days later to make sure all is well, etc.)
- What you ask them to do (e.g., asking for referrals and/or to pass out your information, asking for a review or testimonial, asking them to fill out a survey, etc.)
It should also include a review of the file to see what went right and what could be improved.
These things should be planned in advance. You should know who will do them (you, staff) and when. They should be a regular part of your routine and you should continually seek to improve them.
Because how you close a file is as important as how you open it.
How to get more referrals from your clients before, during, and after the engagement: here
