Weekly Task Instructions

Weekly Task Instructions

    Email and Call Scripts

Please adjust anything to best fit the clients need and the matter details

Task Follow up after consult:

• In the weekly spreadsheet for follow up after consultation these clients should be getting no more than 1 calls a week and 1 email. 

• Prior to communicating with the client, make sure you familiarize yourself with their case; what area of law it is, what notes we have, ect. Ask chat gpt what we would need, use this as a guide

Feel free to adjust anything to best fit the clients need and the matter details

• If a client has not returned contact for about 1 ½ months while we have maintained consistent communication, change the status to long term follow up and set a task for 2 months to follow up. 

Step 1:

• Look into the clients file

  • Read the notes, make sure it is in the correct status. 

  • Read the notes and familiarize yourself

For calls:

• Hi, this is Sophia. I am a client services coordinator at DK Law Group. How are you doing today? I was giving you a call to follow up on {briefly note what their matter is regarding} [Provide what the next step would be]

  • Examples;

    • To see if you were interested in obtaining Attorney Khans legal services? 

    • Check the status on the requested documents 

If they dont answer:

• Leave a message 

• “ Hi, this is Sophia. I am a client services coordinator at DK Law Group reaching out on behalf of Attorney Khan. If you could please give me a call back at [use phone number]. Thank you!

  • Office Call back number: 240-266-0291

Next Step:

• Send follow up email (unless they already have received one this week)

• Update clio

If they say yes:

• Thank you. I’ll let Attorney Khan know, and we’ll send you an email with the next steps, including the documents we’ll need as well as the retainer and invoice.

Next Step:

• Send an email detailing what we need, send retainer, and invoice

• Update Clio

If they say no:

• "Thank you for letting me know. If you ever need assistance in the future, please don't hesitate to reach out. We're here to help if you need us. Have a great day!"

Next Step: 

• Update clio

Email:

When sending a client an email for the “follow up after consult” task it is important that you look into the clio file to see if we have had any communications. That will determine what type of email needs to be sent. Typically after Diana does a consultation she will let us know what the client should receive. Here are the main situations you will respond

• If the client has already received a post consultation email and we have not requested any documents or sent any questionnaires this is the template/guide you can use:

Subject: Follow Up

Hi [Clients Name], 

I wanted to follow up to see if you still require our services for [matter type]. Please know that I am here and ready to assist you whenever you’re ready. 

If there's anything specific you'd like to discuss or if you have any questions, please feel free to reach out. Your satisfaction and peace of mind are important to me. 

Looking forward to hearing from you.

Best regards, 

• If the client has received a questionnaire (for trusts/wills) this is the template/guide you can use”

Subject: Follow-Up on Questionnaire

Hi [Clients Name],

I wanted to check in on the questionnaire we sent over. This document is important for us to move forward efficiently with your establishing your [trust/will], as it helps us move forward effectively and efficiently.

If you've had any trouble filling it out or have any questions, please don't hesitate to reach out. We're here to help and ensure everything is completed correctly.

Looking forward to your update.

Best regards,

• If we are following up and have already requested documents from them this is the email/template you can use:

Subject: Follow-Up on Requested Documents

Hi [Clients Name],

I wanted to follow up on the status of the documents we requested, specifically the [insert documents we need] These documents are important for us to continue moving forward with your case effectively.

If you've encountered any issues gathering them or if you have any questions, please don't hesitate to contact me. We're here to assist you and ensure everything is in order.

Looking forward to your update.

Best regards, 

Task Follow up stage:

• In the weekly spreadsheet for follow up after stage these clients should be getting no more than 1 call a week and 1 email. 

• Prior to communicating with the client, make sure you familiarize yourself with their case; what area of law it is, what notes we have, ect. Ask chat gpt what we would need, use this as a guide

• When a client is in the follow up stage this typically means they have not yet scheduled a consultation with Diana. 

1. The first step is ensuring they are under the correct status. Verify in the clio file that they do not have an upcoming consultation or any notes that indicating otherwise

2. If a client has not returned contact for about 3 months while we have maintained consistent communication, change the status to long term follow up and set a task for 2 months to follow up. 

For calls:

• “Hi, this is Sophia. I am a client services coordinator at DK Law Group. How are you doing today? I was giving you a call to follow up on your interest in Attorney Khans legal services. 

• If they have not scheduled yet ask;  “Would you like to schedule a phone call consultation to discuss your matter further?”

If they dont answer:

• Leave a message 

• “ Hi, this is Sophia. I am a client services coordinator at DK Law Group reaching out on behalf of Attorney Khan, to follow up on your interest in her legal services, If you could please give me a call back at [240-266-0291]. Thank you!

Next Step:

• Send follow up email (unless they already have received one this week)

• Update clio

• Update call log

If they say yes:

• Okay great I can get you on the schedule! 

Next Step:

• Send an email detailing what we need, send retainer, and invoice

• Update Clio

If they say no:

• "Thank you for letting me know. If you ever need assistance in the future, please don't hesitate to reach out. We're here to help if you need us. Have a great day!"

Next Step: 

• Update clio

Email:

When sending potential clients emails if their status is follow up stage, we are typically inquiring their interest in scheduling a consultation with Attorney Khan. These clients could have attended a class Diana taught, listened to Diana speak at an event, submitted an online inquiry, ect.

They should only be receiving 1 email a week if their status is in the follow up stage!

As always make sure you read into their clio file, here is a standard email you can send.

Subject: Following Up on Your Legal Inquiry

Hi [Client's Name],

I wanted to follow up regarding your recent inquiry with DK Law Group. I’d be happy to schedule some time to discuss your legal needs and explore how we can assist you.

Please let me know a convenient time for us to connect, and I will make sure to accommodate your schedule.

Looking forward to hearing from you.

Best regards,

Subject: Follow-Up on Your Legal Inquiry

Hi [Client's Name],

I wanted to follow up regarding your recent inquiry with DK Law Group. We are still available to assist you with your legal matter and would be happy to discuss your next steps.

If you are still in need of legal representation or have any questions, please don’t hesitate to reach out. I am available to provide further clarification or discuss how we can best assist you.

Please feel free to contact me directly at your convenience.

Best regards,

Task: Confirming Daily Appointments

• If a client has not confirmed their scheduled call via google calendar or email a text must be sent to confirm the scheduled call

  • Before Texting:

1. Check the status on google calendar 

2. Check Diana's email to see if they replied to an email confirming

• Text to send:

  • Hi [Insert Clients Name] this is DK Law Group! Reaching out to confirm your scheduled phone call with Attorney Khan today at [insert time]. Thank you!

• If a client has an in person appointment on the calendar they must get a text confirming (regardless of google calendar status or previous responses)

• Text to send:

  • Hi [Client's Name], This is DK Law Group reaching out to confirm your in-person [appointment type] scheduled for today at [time]. Our office is located at: 10451 Mill Run Circle, Suite 755 Owings Mills, MD 21117. We look forward to seeing you. Thank you!

Confirming Tentative Phone Calls:

• Each morning all tentative phone calls need to be confirmed 

• Call the client to confirm the phone call:

  • What to Say: Hi this is Sophia with DK Law Group. Calling on behalf of Attorney Khan to confirm your phone call [consultation/appointment] with her today at [time]. 

• Once it is confirmed update the calendar and clio

• If they do not answer send this email:

  • Subject: Follow-Up on Scheduling Our Call

Hi [Client's Name],

I wanted to follow up regarding scheduling a call to discuss [matter]. As today’s time was not confirmed, kindly provide your availability, and I will be happy to accommodate a time that works best for you.

You can also reach my office directly at (240) 266-0291 to arrange a convenient time.

I look forward to connecting with you.

Best,