HANDLING CLIENT CONSULTATIONS & SCHEDULING

Introduction

This SOP outlines the procedures for taking calls, scheduling consultations, gathering necessary documents, and ensuring paralegals are well-trained and efficient in their duties. The objective is to provide a structured approach that ensures consistency, professionalism, and thoroughness in managing client interactions and consultations.

1. General Guidelines

• Always maintain a professional demeanor and tone during all client interactions.

• Ensure that all client information is kept confidential and secure.

• Use Clio for scheduling and managing appointments, ensuring all details are accurately recorded.

• Confirm all appointments on the day of the meeting in addition to the initial confirmation.

2. Taking Calls

• Answer calls promptly and courteously.

• Gather essential information from the caller, including their full name, contact number, email address, and the nature of their inquiry.

• If the call requires scheduling a consultation, follow the procedures outlined in Section 3.

3. Consultation Scheduling

Phone Call Consultations

• Create an event in Clio with the title: "Phone Call Consultation w/ [Name]."

• Include the client's phone number in the description.

• Add the client's email address to the invite.

• Set email reminders for the appointment.

Zoom Consultations

• Create a Zoom link for the consultation.

• Create an event in Clio with the title: "Zoom Consultation w/ [Name]."

• Include the Zoom link and the client's email in the description.

• Set email reminders for the appointment.

• Ensure background information on the matter is provided in detail.

• Upload all necessary documents if applicable.

In-Person Consultations

• Provide the specific location of the consultation.

• Create an event in Clio with the title: "In-person Consultation w/ [Name]."

• Mention office #755 in the description.

• Add the client's email to the invite.

• Set email reminders for the appointment.

• Ensure background information on the matter is provided in detail.

• Upload all necessary documents if applicable.

4. Marketing Meeting Scheduling

Marketing Phone Call

• Create an event in Clio with the title: "Marketing Phone Call w/ [Name]."

• Include the contact number in the description.

• Add the email address to the invite.

Zoom Marketing Meeting

• Create a Zoom link for the meeting.

• Create an event in Clio with the title: "Zoom Marketing Meeting w/ [Name]."

• Include the Zoom link and the contact's email in the description.

In-Person Marketing Meeting

• Specify the location of the meeting.

• Create an event in Clio with the title: "In-person Marketing Meeting w/ [Name]."

• Include the contact number in the description.

• Add the email address to the invite.

5. Client Meeting Scheduling

Phone Call

• Create an event in Clio with the title: "Phone Call w/ [Client Name]."

• Include the contact number in the description.

• Add the email address to the invite.

Zoom Meeting

• Create a Zoom link for the meeting.

• Create an event in Clio with the title: "Zoom Meeting w/ [Client Name]."

• Include the Zoom link in the description.

• Add the email address to the invite.

In-Person Meeting

• Specify the location of the meeting.

• Create an event in Clio with the title: "In-person Meeting w/ [Client Name]."

• Include the office number in the description.

• Add the email address to the invite.

6. Scheduling Signings

In-Person Signing

• Provide the location of the signing.

• Create an event in Clio with the title: "[Diana/Peter] In-person Signing w/ [Client Name]."

• Always add Peter's email address for preparation.

• Specify whether it's Diana, Peter, or both on the calendar.

• Inform the client if Peter is conducting the signing to manage expectations.

• Mention the office number in the description.

• Include all relevant emails in the invite.

7. Document Gathering and Management

• Request all necessary documents from the client during the initial call or consultation scheduling.

• Ensure documents are uploaded to Clio and linked to the appropriate matter.

• Verify the completeness and accuracy of documents before any consultation or meeting.

• Organize documents in a systematic manner for easy access and reference.

8. Training and Development of Paralegals

• Provide comprehensive training on using Clio and other relevant software.

• Conduct regular training sessions on best practices for client interaction and document management.

• Encourage paralegals to ask clarifying questions to ensure they fully understand the client's needs.

• Provide feedback and support to help paralegals improve their skills and efficiency.

9. Important Notes

• All appointments need to be confirmed on the day of the meeting in addition to the initial confirmation.

• Non-estate planning consultations should be 15 minutes via phone call or Zoom only.

• Estate planning consultations can be 30 minutes and may be in-person. (Encourage Zoom/phone call first)

• In-person appointments must have prior approval from one of the managers to arrange the best possible time.

Conclusion

By following this SOP, paralegals and other staff members will be equipped to handle client consultations and scheduling with professionalism and efficiency. Consistent adherence to these guidelines will ensure that all client interactions are managed effectively, contributing to the overall success and reputation of the firm.