CLIENT INTAKE AND CLIO GROW/MANAGE 

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.

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."

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.

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

• Please ensure that Attorney Khan's schedule does not include back-to-back client calls. (Allow for 5 minutes in between each). 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?"

• 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."

AFTER THE INITIAL INTAKE

New Matter in Clio:

1. Quick intake

2. Add a new person

3. Input additional information

Create Appointment in Matter:

1. Create a new appointment

2. Schedule the appointment

3. Confirm the appointment

4. Change date, time, and location in the email

5. Send the email

Create Task in Matter:

1. Create a task

2. Add a description

3. Set a due date

Example: Follow-up after consultation with [Client's Name]

Create Note in Matter:

1. Add a description

2. Add initials

Google Calendar Scheduling:

• Phone Call Consultation with [Client's Name]

  • Put the phone number in the description

  • Add the email address

• Zoom Consultation with [Client's Name]

  • Create a Zoom link

  • Add the Zoom link in the description

  • Add the email address

• In-Person Consultation with [Client's Name]

  • Add the location

  • Put the phone number in the description

  • Add the email address

Open Client Portal:

1. Convert to Clio Manage

2. View in Clio Manage

3. Go to Communications

4. Click New

5. Select Client Portal

6. Send a message through the Client Portal asking the client to submit documents

Send Retainer in Clio Grow:

1. Go to the matter

2. Start the intake process

3. Prepare the document

4. Use the appropriate template (e.g., flat fee, flat rate, hybrid)

5. Add the scope of work ( 1-2 sentences briefly describing matter)

6. Add the fee amount

7. Prepare the document for signing

8. Set a due date (one week) and send reminders (two days before)

Send Invoice in Clio Manage:

1. Convert to Clio Manage

2. View in Clio Manage

3. Go to Dashboard

4. Click Quick Bill

5. Enter the amount plus $25

6. Generate the bill

7. Select More Actions

8. Approve the bill

9. Send the bill

10. Email the bill to the client

Save Files in Clio Manage:

1. Go to Documents

2. Start the timer

3. Click New

4. Upload files

5. Click Upload

6. Stop the timer

7. Add a description

8. Add the matter

9. Click Upload

Note: Everything goes to Clio Manage once the client is retained.

Record Payment in Clio Manage (for Zelle/Venmo/Check):

1. Go to Bills

2. Edit the bill

3. Adjust the payment (subtract $50 for the credit processing fee)

4. Save the invoice

5. Record the payment

6. Add the payment method (Zelle, Venmo, or Check)

7. Enter the amount

8. Record the payment