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Client onboarding

Client Onboarding Checklist for Law Firm Organizations*

*1. Initial Engagement**

Confirm client's contact information, including name, address, phone number, and email.

Verify client's preferred method of communication.

Gather any additional necessary contact details, such as alternate phone numbers or emergency contacts.

Record any relevant client preferences or special requirements.

*2. Conflict Check and Intake**

Conduct a conflict check to ensure the law firm does not have any conflicts of interest in representing the client.

Document the results of the conflict check and retain as part of the client file.

Obtain client's consent to proceed with representation after discussing any potential conflicts.

Collect client's identification information, such as a copy of their driver's license or passport, for compliance and Know Your Customer (KYC) purposes.

Complete the client intake form, including personal and background information, legal matter details, and any applicable billing arrangements.

*3. Engagement Letter and Fee Agreement**

Prepare and send the engagement letter outlining the scope of representation, fees, and any other essential terms and conditions.

Ensure the client receives and understands the engagement letter.

Obtain the client's signed engagement letter and fee agreement, and retain a copy for the client file.

*4. Internal Communication and File Management**

Inform relevant attorneys, paralegals, and support staff about the new client and provide necessary background information.

Create a client file in the law firm's document management system or physical filing system.

Assign a unique file number for easy reference and tracking.

Establish an organized structure for storing and retrieving client documents throughout the representation.

*5. Client Matter Kick-off Meeting**

Schedule an initial meeting or call with the client to discuss the legal matter in detail.

Prepare an agenda for the kick-off meeting to ensure all necessary topics are covered.

Review and confirm the client's objectives, expectations, and desired outcomes.

Explain the attorney-client relationship and provide an overview of the legal process.

Discuss the timeline, key milestones, and potential risks or challenges.

Address any questions or concerns the client may have.

*6. Billing and Payment Arrangements**

Discuss the law firm's billing practices and payment terms with the client.

Provide a clear explanation of the fee structure, including hourly rates, retainer amounts, or alternative fee arrangements.

Obtain the client's preferred method of payment and set up billing arrangements accordingly.

Explain any additional costs or expenses the client may incur during the representation.

*7. Document and Information Collection**

Identify and request any necessary documents or information from the client to proceed with the legal matter.

Provide clear instructions on how the client should submit or deliver the requested documents.

Set deadlines for document submission and emphasize the importance of timely responses.

Create a checklist or shared document to track the receipt of requested documents.

*8. Reporting and Communication**

Establish a regular communication schedule with the client to provide updates on the legal matter's progress.

Determine the preferred frequency and method of communication (e.g., weekly email updates, monthly calls).

Clarify the point of contact within the law firm for any client inquiries or emergencies.

Document all significant communication with the client, including dates, topics discussed, and any agreed-upon action items.

*9. Client Welcome Package**

Prepare and send a client welcome package containing essential information about the law firm's services, team members, and contact details.

Include any relevant legal resources, frequently asked questions, or guides that may assist the client throughout the representation.

Express gratitude for choosing the law firm and reinforce the commitment to providing high-quality legal services.

*10. Follow-Up and Feedback**

Conduct periodic check-ins with the client to ensure their satisfaction with the representation thus far.

Ask for feedback on the client onboarding process and address any concerns or suggestions for improvement.

Continuously evaluate and refine the client onboarding checklist based on client feedback and internal learnings.

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