Client-Intake Procedure
Your first client meeting represents your first real introduction to your client and your client's first real introduction you. The dual goals of this initial meeting are to learn who your client is and what he needs. Make sure that you have a standard form for recording basic information such as your client's name, address and telephone number. You will use a notepad to collect more detailed information.
- Consider two alternatives to the client intake process. First, you can have your secretary collect basic information from the client so that you can use your face-to-face time with the client to focus on the details of your client's situation. Choose this alternative if you want to know a little more about the client before you invite him into your office. Second, you can gather all of the information from the client yourself. Choose the second alternative if you do not yet have the resources to hire a secretary or you like the idea of starting your meeting by asking for standard information.
Payment and Billing Procedure
Make sure you are paid for your services.
- Inform your client of your rate prior to the first meeting if you charge for the meeting itself. Also tell your client which forms of payment are accepted. Collect payment on the day of your meeting or set up a payment plan. For clients able to pay upfront, provide a receipt that includes a description of the services rendered and the amount charged for them. For clients that require a payment plan, it may be useful to provide an incentive for early payoff or a penalty for late payment. For clients that do not pay, send a payment reminder immediately after the due date lapses. If you do not receive payment within a time that you consider reasonable, then send the matter to a collection agency.
File Maintenance Procedure
Filing systems are about easy access.
- The purpose of your filing system is to make sure that you can access current client information quickly and easily. This means that you need to make file updates a part of your operating procedure. For instance, if one of your clients calls with an address change, it needs to be your procedure to update the file by the day's end. Also incorporate a retention schedule into your file maintenance procedure. Over the years, your file cabinet will become overrun with documents. Creating a retention schedule for yourself will help keep stuffed file cabinets to a minimum by giving you a set date to shred unnecessary documents.
Client Management Procedure
- Make sure to keep your client in the loop. Unless you only have one or two clients, it is important that you schedule time to work on your client's matter and follow up with your client regarding your progress. This procedure will help you to avoid client neglect.
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