Instructions for Client Intake

CLIENT INTAKE

Initial Greeting:

"Hi, this is Cairo. I am a client services coordinator at DK Law Group. How are you doing today? How can I assist you?"

Matter Inquiry:

"What is the matter regarding?"

• Take notes and gather detailed information on the matter to include in the description. Use ChatGPT to put in basics on what they say on the phone then say “What does an attorney need for a client consult based on these facts” and ChatGPT will give you the basic questions you can ask and documents you can ask for! The more you know, the better! 

• If the client does not provide enough details, ask follow-up questions to ensure you have a comprehensive understanding.

Note: We handle most types of law except criminal defense.

Matter Inquiry Questions To Ask:

To StreamLine the Matter Inquiry and get a detailed description ask these questions:

1. What is the matter regarding?

2. Can you walk me through the key events related to this case?

3. Who are the other parties involved?

4. What is the current status of the issue?

5. What outcome are you hoping to achieve with legal representation?

Before Scheduling Say:

Before we schedule the consultation, I would like to inform you that our Attorney Khan hourly rate is $495. Please let me know if this aligns with your budget for legal representation, so we can proceed accordingly.

OR here are pricing quotes:

Reminder these are just an estimate please ensure they know this is an approximate price and Attorney Khan will confirm:

• Trust: Between $4000 to $7000

• Will: Between $750 to $1000

• POA: $550

• Residential lease draft: $850

• Commercial Lease Draft: $1250

• Lease Review: Approximately 3-4 hours at her hourly fee of $495

• Collections: $550 or up + 40% of total successful collected amount

If the client does not provide enough details, ask follow-up questions to ensure you have a comprehensive understanding.

Consultation Offer:

"We offer a free 15-minute consultation with Attorney Khan. This can be done via Zoom, phone call. Please note that scheduling an in-person meeting may take a bit longer, but we can accommodate it if necessary."

When Should a Paid Consultation Be Mandatory?

• If Diana has instructed so

• If the client has already had 1 free consultation for the same matter, and has not retained us

• If the caller just wants legal advice

• Paid Consultation Prices:

  • 15 Min Phone Call: $125

  • 30 Minute Phone Call: $250

Scheduling:

"Please give me a moment while I verify her calendar."

• Find a suitable day and time in Attorney Khan’s schedule, available between 9 AM and 4:30 PM. In the schedule calls here section of her calendar

  • Please note we do not schedule an in person appointments before 10:00am and after 4:00 pm

• Confirm a time that works for both the client and Attorney Khan.

• Please ensure that when scheduling the call is according to the guidelines

• Always tell clients that the scheduled call is set to be a 15 minute increment but that we always ask for grace if she is running a few minutes late - our law firm allows to do free consults but that means we give a lto of time out for clients and ask them to understand we may call a little before or after within that time frame. 

Client Information:

"For scheduling purposes, may I have your full name, email address, and phone number?"

• Collect the client's full name, email address, and phone number.

Document Submission:

"Do you have any documents or files you would like Attorney Khan to review before the consultation?"

• Provide with Diana's email address
  If the client has documents, explain that you will open a client portal for them to securely submit these documents.

• "I will open a client portal for you to securely submit your documents. You will receive a message once your portal is set up."

Confirmation:

"Your appointment is all set. You will receive an email notification and a Google Calendar invite. Please make sure to confirm your appointment."

Referral Inquiry:

"Were you referred by anyone?"

• If yes, get the referral information.

Handling Unanswerable Questions:

"If you have any questions that I cannot answer, please note that I am not qualified to provide legal advice. However, Attorney Khan will be able to assist you with all your questions during the consultation."

Note: 

• If it is a paid consult make sure the client is aware that payment is required 2 days prior to the consultation date at 5:00 pm 

• We handle most types of law except criminal defense and employment 

• We do not take on tenants in landlord tenant disputes, If the caller is a tenant in a landlord tenant case and is insistent on speaking with Diana the consult fee is $195 for 15 min phone call

What is out of Diana's Scope:

• Criminal Defense

• Employment Law

• Already Open Probate Matters

Logging Your Call:

• Following any phone calls made the call log must be filled out this includes;

  • The date, whether the call was incoming or outbound, time, client name, phone number, brief notes, person associated with the call

• Calls must be noted in the clients clio matter. 

  • Create a new note

  • Write in a subject (ex; call made to (insert name), client called, ect)

  • Provide an informative description recapping what occurred during the call

  • Add your initials