Creating a strong lawyer/client relationship is about timely delivery and stellar service, but it’s also about understanding your client and their needs and never making assumptions. At Smokeball, we believe in making sure your client is your priority. This is why there are certain critical questions you should always ask a new client.

Question #1 – Why did you choose our law firm?

Understanding why a client chose your law firm over a competitor is important because it helps you understand the client’s motivation. If they tell you that your firm was chosen because you’re cheaper, you know that funding their legal needs is a primary issue. However, if a client tells you that they chose your law firm because you came highly recommended then you know that quality is a high priority to the client. The answer to this question can also give you insight into what a client is expecting. For example, if the client says they were impressed by your guarantee of fast communication then you know that they expect fast responses to questions.  Keep track of the important reasons the client gives for choosing your law firm and let those answers inform how you handle your relationship with them.

Question #2 – What is it about this issue that keeps you awake at night?

While there are some things that specific legal issues share with each other, each client will have a different pain point.  For example, if a client comes to you about bankruptcy, it’s obvious that they are worried about their finances. But the most serious pain point may be whether or not they can continue to send their kids to private school once they pay back creditors. Understanding “what keeps a client up at night,” will help you focus on the client’s obvious problems but also the problems and issues that may not be so obvious.  And a law firm’s ability to do that will move them from a good firm to a great one.

Question #3 – How will you know that we’ve accomplished your goals?

This can be a tricky question because just like the answer to the second question, it may not be obvious. In the case of the bankruptcy client, it is obvious that they want to pay off or discharge their debt but it may not be obvious that they’re goal is to have enough money to send their kid to private school.  The average attorney won’t be able to uncover a client’s true goals if they’re not willing to ask the right questions even if the answers seem obvious. Also, understanding the answer to this question will help you determine if you can truly help the client reach their goals. For example, if your bankruptcy client wants to send their child to a very expensive private school, is that possible earning their level of income? Once you determine if a client’s goal is attainable, it gives you the power to help them understand the limits of what you can offer.

Question #4 – What is the best way to communicate with you?

Allowing your client to communicate with you in the way that’s most comfortable to them will put them at ease and help them have a sense of control as they confront their legal troubles.  Your law firm should provide multiple channels of communication and have a process in place that provides fast response times. Your clients will thank you for your thoughtfulness and efforts.

If you want to provide an excellent experience for clients, be sure to ask the right questions before they hire you.

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Jane Oxley is President of Smokeball, a productivity and case management software provider that increases efficiency and profitability for solo attorneys and small law firms. Jane’s worked in the legal field for her entire career, spending over 20 years engaged with small law firms. She has a strong affinity with small law firms and the crucial role they play in the communities they serve and is passionate about helping them work towards more productive and less stressful practices.