Are you welcoming your client into your practice?

An onboarding system which goes beyond the regulatory requirement to complete standard background checks is a proven way to create a foundation for long-term client relationships. Here’s why you should consider creating one for your practice.

“A good first impression can work wonders.” J. K. Rowling

What is a Practice Onboarding System?

A practice onboarding system is a process by which you build trust, confidence and rapport with a new client from day one. It sets the standards by which you deliver your service and communicates a professional approach to your work.

A good system sets out your commitments to your client for service delivery, such as response times, deadlines and dependencies. Its purpose is to reduce the frustration which arises, inevitably, when expectations are not agreed at the start.

Three reasons why you need to onboard clients

1. Winning new clients takes time

It isn’t unusual for a clerk, or a barrister, to nurture a relationship with a solicitor for a couple of years before an instruction lands on the desk.

Having won the instruction, you need to make sure you retain the relationship so repeat instructions are assured. If you don’t, that’s a lot of time wasted.

By setting expectations at the very start of the relationship you have an improved chance of retaining the client, because you will be able to deliver a service which meets criteria to which everyone has agreed in advance.

2. The barrister’s role in client management is changing

As the institutional structure of many Chambers shifts and the traditional role of Clerks is redefined, there is a growing expectation that self-employed barristers will have a more direct role in managing relationships with their clients.

Chambers still owns the relationship from an administrative perspective. But the management of the personal relationship between you and your client rests within the barrister’s domain.

Your practice onboarding system helps you establish a direct relationship with your client and differentiates you from other barristers working in your practice area.

3. Every barrister has a slightly different way of working

Clients have a choice about who to instruct, most of the time. If a barrister delivers outstanding service, there is little incentive for the client to try someone new because the switching costs are high.

But when they do switch, a good onboarding process helps reduce the time a client needs to become familiar with how you work. By setting expectations at the start, the likelihood of being judged by the practices of your predecessor is reduced.

The elements of your Practice Onboarding System

We have a handy download you can use to welcome your clients into your practice.  Download it here.

Client Onboarding

By Heidi Smith
Creator of Jurilogical.com

Heidi Smith writes about change and technology in the legal sector.  She is the creator of Jurilogical.com, the online resource hub for barristers.