Whether a potential client finds you, through an online search, social media or word of mouth, you should have a way to keep track of new clients and potential clients. I realize this could be two separate processes depending on how you manage the incoming information, but know it is a very important step in keeping yourself organized. While some people opt to us a CMS (Case Management Software) others develop their own system. We’ll get back to CMS’s in a separate post. Right now understanding some of the key information you want to capture from a potential client is more important and will help you if you decide to use a CMS or not.

Key Information to Capture

• Contact information – Make sure you have some way of contacting them. If they called you, right down their number and ask them the best way to contact them. Remember clients want to know you are working on their file and potential clients want to know they are dealing with a reliable person.
• Interview – Ask the potential client some detailed questions about who they are and the services they are seeking. What problems are they facing? do they have any supportive documents? Having as much information at the start of the process will help you later on in more than one way. Understanding what they are looking for in the beginning will eliminate the need to keep contacting the client about minor details. I usually ask something like “So tell me a little about your current situation” or ” So what made you reach out to us today?”
• Address – While this may seem redundant, it might be something you forget to ask but it’s important to have. Have you ever attempted to fill out documents for a client or want to verify information only to run into the “Address” section and draw a blank? Yea, me neither but that’s because I always ask for that information at the beginning r during our introduction period. No matter what client’s needs may be, having their address is vital. From being able to track them down in the event they don’t pay their invoice to simply not having to waste time by asking them somewhere down the line.
• Name – I know, I know, this should be a no brainer! BUT you would be surprised how easy it is to forget about asking someone for their name, the correct spelling and pronunciation. it is also important to know so you understand if you are working with an individual, a copy or maybe
• Date and Time of Initial Communication – In the event your potential client says they will follow up in a month or so, write down the date and time of the initial conversation. Often times you will not remember when you originally spoke with the person and sometimes that comes off as “she’s too busy” or “She clearly didn’t want my business”. Being able to say, “Hello Karen, I remember when we last spoke on February 25th, you were undecided about….” Now doesn’t that come off better then….”I’m sorry, I don’t remember when you called, can you brief me on our previous conversation?”