No doubt you give new clients information about what will happen with their case or matter—a general timeline, a list of steps, what to send you, what to expect, when you will update them, how to reach you in an emergency, and other do’s and don’ts.

This is good because

• It helps you do a better job of protecting and serving them
• You’ll have fewer issues because of misunderstandings
• You can better manage clients’ expectations about what will happen, and when
• Your clients will be impressed by your thoroughness and professionalism, and thus more likely to trust you and follow your instructions
• Your clients will feel well taken care of, and thus more likely to stick with you, refer you, and say good things about you

One benefit you might not have considered is that you’ll get more referrals doing this because the information you provide shows that referrals are a common and makes the process easy and non-threatening. (See Maximum Referrals for more.)

As I say, I’m sure you do this. But you should do it more.

More means providing this information in more formats:

• Handouts you give them or mail them
• Email autoresponder sequence (break it up into smaller pieces, sent over time)
• FAQs on your website
• A dedicated ‘new client’ section of your website
• Videos, webinars, audios

More also means

• Sending the information every few weeks or months, to make sure they have it, haven’t misplaced it, remind them to read or listen, and to see if they have questions
• Talking to them about parts of the instructions when they are in the office or on the phone
• Sharing success stories about how your clients are benefitting from this information
• Giving them forms and checklists in addition to written instructions

This is important because people

• Lose things
• Don’t read everything
• Don’t understand everything
• Need to be reminded to read things and do things
• Process information differently (all at once vs. drip, read vs. video)
• Are often distracted by life, especially when they are occupied by a legal issue
• Might not realize how serious you are and need to hear it again and again
• Might have trouble explaining what you want them to know or do to people who need to know and/or assist them; (tell them to share your information and let you explain it)

The more you do this, the better your clients’ experience will be with you and your staff. Which is good for them and good for you.

It means extra work, but you’ll be glad you did.

How to talk to clients about referrals