Now is a good time to update (or start) your new client welcome kit.
A welcome letter is not enough. You should overnight new clients a comprehensive package of information, instructions, and other materials that not only make the client feel welcome but equip him to help you do your job.
Your kit should answer the new client’s questions about their case and about working with you. This will reduce anxiety, misunderstandings and calls to your office.
The kit will also help you cross-sell your other services, help you build your list, and stimulate more referrals.
What goes the kit? Information.
- what happens next, and what happens after that
- instructions — what to do, what to NOT do
- office hours, appointments, parking, how to contact you and your staff, payment options, what to do in an emergency,
- answers to FAQs and answers to questions clients often don’t ask but should
- information about the law and procedure relative to their case or matter
- how to navigate your website
- your social media channels and a request to Like and Share your content
- where to send feedback, reviews, and suggestions
- what to say and do to make referrals
- a list of your other services and practice areas
- your bio, and information about your staff
- social proof about you and your firm–reviews, testimonials, endorsements, success stories/case histories–to minimize “buyer’s remorse” and provide”talking points” the client can share with partners, superiors, etc.)
And so on.
Your kit should also include a supply of your business cards, copies of reports or books you have penned, brochures, and various “referral devices” they are encouraged to share with friends and contacts.
Include more than you think is necessary. People tend to associate “bulk” with value, so load ’em up. It’s not important that they read everything, it’s important that they see that you are accomplished, organized, professional, and prepared to help them.
You can (and should) selectively share some of the contents of your kit again at a later time, especially when it has been updated. This gives you another excuse to contact them, and another way to remind them that you can help them and the people they know.
You can also use much of this information in your kit for prospective clients. But we’ll save that for early next year.
“Referral devices” bring you more referrals. Here’s how to create them
