Your first meeting with a potential client ranks among the most important touchpoints. The client interview is an opportunity to determine whether you should work together, discuss expectations and fees, and address questions. The initial interview sets the tone for a sucessful attorney-client relationship.
So how can you best prepare for these meetings and knock them out of the park? This guide breaks down everything you need to know about client interviews, including:
Steps to take before the consultation
Sample lawyer-client interview questions your firm should ask for a productive discussion
Common questions for lawyers that you should be prepared to answer
Tips for conducting a successful client interview
Five Steps to Take Before a Client Interview
Proper preparation is key to conducting an effective lawyer-client interview. A five-step client intake solution can help you walk into every client interview prepared. Here are the crucial elements to cover before meeting with your client.
1. Gather Key Client Information
Use a customized client intake form to gather client information before scheduling a consultation, such as:
Prospect’s name
Phone number
Address
Email address
Business name and information (if applicable)
Name of the referring party (if applicable)
Reason for reaching out
Whether the prospect has worked/is working with another attorney on this matter
Tip: Manage cases from start to finish with MyCase. Our case management software offers everything you need in one place, including workflow automation, document management, calendaring, and more.
Book a free demo today!
2. Complete a Conflict Check
Conduct a conflict check to determine whether you can represent the client prospect. Doing this sooner rather than later avoids wasting time on a case your firm cannot handle.
3. Schedule an Appointment and Reminders
If the matter clears your conflict check process, schedule a consultation with the potential client. MyCase calendaring software makes it easy to set appointments—simply view your central firm calendar to view availability.
In addition, you can schedule reminders for attorneys and clients to prevent missed appointments. MyCase legal CRM software also offers built-in text messaging to stay in touch with prospects.
4. Form a Contract and Collect Your Fee (If Applicable)
Collect a retainer, if applicable. If you’re collecting a fixed attorney fee for your consultation, secure this payment at the very start. Also, agree upon the scope of your consultation before signing the contract. It’s never too early to manage expectations and ensure everyone is on the same page.
5. Review the File
At the end of this pre-interview period, the prospect’s file should contain all the preliminary information you need to conduct the consultation. This includes the prospect’s specific matter and any initial communications exchanged. (With the MyCase Client Portal Software for lawyers, you can store documents in a central location and securely share them between clients and lawyers.)
Make sure to review all of this information before stepping into the client interview. You’ll put your best foot forward and use meeting time more efficiently.
Examples of Lawyer-Client Interview Questions
When a lawyer meets with a new client prospect, it’s important to ask the right questions to fully understand their case, needs, and expectations. These sample lawyer-client interview questions help build a clear picture of the client’s situation, goals, and potential challenges while setting the stage for effective communication from the start.
1. Have you ever worked with an attorney before?
Understanding the prospect’s previous legal experiences helps the lawyer gauge their level of familiarity with the process. It also allows the lawyer to address any misconceptions or previous disappointments the client may have had.
2. Have you consulted any other attorneys about this case?
If the client prospect has explored other options, it may be important to know what advice they may have received. It can also reveal the preferences and expectations based on their previous consultations.
3. Why did you contact our firm? Did anyone refer you to us?
This question helps lawyers understand how client prospects discovered their firm, providing valuable insights into referral sources and the effectiveness of the law firm’s advertising and marketing efforts.
4. What made you reach out to a lawyer?
This question helps the lawyer understand the prospect’s motivations for seeking legal help, which can provide insight into the urgency or importance of the case. It also helps establish the context of the client's needs.
5. Can you walk me through your case again?
You may already have a good understanding of the case but walking through the case with the client prospect face-to-face is a great way to get more detail. This allows the lawyer to better understand the problem and begin identifying potential legal strategies.
6. Do you have any documents or supporting materials for your case?
Asking for documents upfront helps the lawyer assess the strength of the client prospect’scase and determine if any additional documentation is needed. This also ensures that the lawyer has all the relevant information to move forward.
7. What are your goals for this case?
Understanding the prospect’s goals helps the lawyer assess whether they’re realistic and align with the legal strategy. It also ensures that both parties are on the same page regarding expectations.
8. What is your preferred method of communication?
Understanding how the client prospect prefers to communicate, whether by email, phone, or in person, helps establish a smooth and efficient communication process throughout the case.
9. Do you have any questions or concerns?
Asking this question ensures that any uncertainties are resolved and helps build trust, preventing misunderstandings down the line. Addressing client prospect concerns upfront sets a positive tone for the attorney-client relationship.
Client Questions for Lawyers
What should you cover during the interview? What types of client interview questions should you prepare to tackle? We’ve answered attorneys’ client interview FAQs below.
1. How Can You Help Me?
Lay out what the potential client should expect. Provide a general outline of your process and timeline, and don’t feel compelled to overpromise results. Setting realistic expectations at the start can prevent issues down the road.
2. What Do I Need to Do?
Prospects may not understand the extent of their future involvement in the case. Describe the scope of their participation. For example, will they have to take time off of work to attend hearings? Will they need to provide a significant number of documents? How quickly should they return your calls/texts/emails?
3. How Will I Receive Updates About My Case?
Explain when and how your law firm plans to communicate throughout their case. Be sure to indicate their main point of contact, as well as how the client prospect can get in touch with any questions or updates. Like any relationship, a lawyer-client relationship is a two-way street; both parties should feel engaged and in sync.
Tip: Use the MyCase Client Portal to securely provide case updates, invoices, account statements, and documents. Keep clients in the loop 24/7 without constantly being on call.
4. How Much Will This Cost?
When choosing the right lawyer, price isn’t everything—but it is a major concern for many prospects. Explain your fee structure, law firm rates, and billing process so your client can estimate their financial commitment upfront
5. What Happens if the Outcome Isn’t What I Expect?
For certain legal practice areas, such as criminal defense and personal injury, prospects may want to know the worst-case scenario. Will they have to pay anything? Would they have the opportunity to appeal? Be prepared to outline your client’s expectations if things don’t go according to plan.
Tips for Conducting a Productive Client-Lawyer Interview
Even the best lawyers sometimes forget what it’s like on the other side of the desk. Use the tips below to direct a successful lawyer-client interview.
Put their mind at ease: Client prospects often reach out during stressful times. Reassure them that you're here to listen and help, using empathy and avoiding legal jargon to make them feel comfortable and understood.
Set the stage: Conduct the interview in a professional, tidy space. Ensure seating is comfortable, confidential documents are securely stored, and your environment is well-lit and visually appealing, especially for virtual lawyer meetings.
During the interview: Gather all necessary information to determine if the case is a good fit for your firm. Take detailed notes and use secure legal document management software to protect the candidate’s personal information.
Communicate like a beginner: Clearly discuss basic topics such as fees, billing, payment methods, timelines, and next steps. Make sure the prospect understands all details and has their questions answered to help make an informed decision.
Assess the fit: Evaluate if you and the client prospect would have a positive working relationship. Consider factors like personality, expectations, and their ability to pay your fees before deciding to move forward.
How to Structure a Client Interview
While you should tailor your interview to each prospect, you can leverage the following five-part client interview transcript as a general guide.
Introductions
Start by making introductions and telling the client prospect about your law firm. This is the time to get to know your prospect as well.
Agenda
Explain the consultation agenda, so your prospect understands what you’ll be discussing.
Facts: The bulk of the client interview focuses on gathering facts. Use the sample interview questions to gather the basic facts of the case.
Goals: Discuss the potential client’s goals. Are they realistic? Do they align with your expectations of the case at this point?
Conclusion: End the client interview with the next steps. If the prospective client is ready to move forward, let them know exactly what they need to do. If you decide to turn down the matter, you may want to consider providing a non-engagement letter to clarify the extent of your relationship.
Use Technology to Improve Client Intake
A comprehensive client interview transcript is just one part of the legal client intake process. The best law firms use an innovative tracking system to convert prospects into clients seamlessly. MyCase, for example, enables your law firm to build and customize automated client intake forms. When prospects convert into new cases, data carries over into case management.
Experience a faster, easier intake process with MyCase. Book a free demo today—no commitments required.
About the author
Morgan MartinezSenior Content Manager
Morgan Martinez is a Senior Content Manager for leading legal software companies, including MyCase, Docketwise, and CASEpeer, as well as LawPay, the #1 legal payment processor. She specializes in writing about the latest advancements in legal technology, financial wellness for law firms, key industry trends, and more.