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Client Onboarding Checklist

78%

of client satisfaction issues stem from poor onboarding

3x

higher client retention with structured onboarding

48 hrs

optimal timeframe for complete onboarding process

Client Onboarding Process

Phase 1: Pre-Engagement

Timeline: Before engagement letter signed

  • Complete initial client intake questionnaire
  • Conduct comprehensive conflict check
  • Verify client identity and contact information
  • Assess case merits and practice area fit
  • Provide fee estimate and explain billing structure
  • Schedule initial consultation if needed

Phase 2: Engagement Documentation

Timeline: Within 48 hours of agreement

  • Execute engagement letter and fee agreement
  • Collect required client identification documents
  • Set up client file and matter in case management system
  • Process initial retainer payment
  • Send welcome packet with firm policies
  • Establish secure communication protocols

Phase 3: Case Initialization

Timeline: First week of representation

  • Gather all relevant documents and evidence
  • Research applicable law and precedents
  • Identify deadlines and statute of limitations
  • Create case timeline and action plan
  • Send initial case assessment to client
  • Set up calendaring for critical deadlines

Phase 4: Ongoing Client Management

Timeline: Throughout representation

  • Establish regular communication schedule
  • Provide monthly status updates
  • Send timely billing statements
  • Monitor trust account transactions
  • Update client on significant developments
  • Maintain detailed time and expense records

Required Document Checklist

Identity and Contact

  • Photo identification (driver's license, passport)
  • Social Security number or Tax ID
  • Current address verification
  • Emergency contact information
  • Preferred communication methods and times

Financial Information

  • Bank account information for payments
  • Insurance policy information (if relevant)
  • Income and asset documentation (if relevant)
  • Existing legal expense insurance
  • Payment authorization forms

Legal Matter Documentation

  • All relevant contracts and agreements
  • Correspondence related to the matter
  • Court documents and legal notices
  • Medical records (personal injury cases)
  • Financial records (business or family law cases)

Client Welcome Packet Contents

Essential Documents:

  • Signed engagement letter and fee agreement
  • Attorney and staff contact information
  • Office policies and procedures
  • Billing and payment information
  • Client portal access instructions

Educational Materials:

  • Overview of the legal process for their matter
  • Timeline and key milestones to expect
  • Frequently asked questions and answers
  • What to expect during representation
  • Client responsibilities and expectations

Communication Guidelines

Email Communication

  • Use firm email domain for all client communications
  • Include confidentiality notice in email signatures
  • Encrypt sensitive attachments and documents
  • Respond to client emails within 24-48 hours
  • Copy appropriate staff on relevant communications

Phone Communication

  • Return client calls within same business day
  • Schedule regular check-in calls for complex matters
  • Document all substantive phone conversations
  • Use secure client portals for sensitive discussions
  • Provide multiple ways for clients to reach the firm

Practice Area-Specific Onboarding

Family Law:

  • • Financial disclosure requirements and deadlines
  • • Child custody evaluation process explanation
  • • Mediation and collaborative law options
  • • Temporary support and custody arrangements

Personal Injury:

  • • Medical treatment and documentation requirements
  • • Insurance claim procedures and timelines
  • • Settlement negotiation process overview
  • • Litigation timeline and client responsibilities

Estate Planning:

  • • Asset inventory and valuation process
  • • Beneficiary designation requirements
  • • Tax implications and planning strategies
  • • Document execution and witnessing procedures

Business Law:

  • • Corporate structure and governance requirements
  • • Regulatory compliance obligations
  • • Contract review and negotiation process
  • • Intellectual property protection strategies

Onboarding Quality Control

30-Day Follow-up Checklist:

  • Client satisfaction survey completion
  • Review of initial case progress and milestones
  • Assessment of communication effectiveness
  • Billing and payment process evaluation
  • Address any client concerns or questions