20.2 - Client-Lifecycle-Stages
20.2 - Client-Lifecycle-Stages
Hey guys,
Now that we have an idea of our 20.1 - Ideal Client-Profile, let's map out their entire journey with our firm, stage by stage, from their perspective. Understanding their experience and needs at each point allows us to design interactions that build trust and satisfaction.
Purpose:
- To outline the key phases a client goes through when engaging with us.
- To identify the client's primary needs, questions, and feelings at each stage.
- To define our goals for the client experience during each stage.
How to Use This Note:
- Identify Stages: Review the typical stages below and refine them for our context.
- Empathize: For each stage, put yourselves in the Ideal Client's shoes. What are they thinking/feeling/needing?
- Define Goals: What positive experience or outcome should we aim for at each stage?
- Discuss & Refine: Share insights and map this out collaboratively in Discord. Consider a visual map (e.g., using Obsidian Canvas or a simple diagram).
- Summarize: Document the agreed stages, client needs, and our goals here.
The Client's Journey: Stages & Goals
Let's define the ideal experience for each stage:
| Lifecycle Stage | Client's Likely Experience / Needs / Questions | Our Goal for Client Experience at this Stage |
|---|---|---|
| 1. Awareness/Discovery | Needs legal help, searching online, gets referral, sees social media/article. "Who can help?" "Are they credible?" "Do they handle my issue?" | Be easily discoverable, appear professional & trustworthy, clearly state expertise. |
| 2. Initial Inquiry | Contacts firm (phone/email/web form). "Are they responsive?" "Easy to contact?" "Can they help me?" "What's the process/cost?" | Be highly responsive, welcoming, provide clear next steps, build initial confidence. |
| 3. Consultation/Intake | First substantive meeting/call. "Do I trust them?" "Do they understand me?" "What are my options?" "What will it cost?" "What happens next?" | Build rapport & trust, demonstrate expertise, provide clear options & fee structure, manage expectations. |
| 4. Onboarding | Signs engagement, provides info/docs, pays retainer. "Is this process clear?" "Do I know what I need to do?" "Is my info secure?" | Make onboarding smooth, clear, and efficient. Reassure client they made the right choice. |
| 5. Active Case Work | Matter progresses, requires updates, client input needed. "What's happening?" "Is there progress?" "Do they remember me?" "When will it be done?" | Provide proactive updates, maintain clear communication, manage expectations on timelines, ensure client feels informed & valued. |
| 6. Key Milestones | Significant events (hearing, closing, key deadline). "What does this mean?" "What do I need to do?" "Are we prepared?" | Ensure client understands significance, is well-prepared, feels supported during critical moments. |
| 7. Billing/Invoicing | Receives invoices. "Is this accurate?" "Does it match what I expected?" "Is it easy to understand/pay?" | Ensure bills are clear, accurate, timely, and align with agreed terms. Minimize surprises. |
| 8. Case Conclusion | Matter resolved, final steps. "Is everything finished?" "What are the final outcomes?" "What happens now?" | Provide clear summary of outcome, ensure all loose ends tied up, confirm client understanding. |
| 9. Offboarding | File closing, final billing, document return. "Do I have everything I need?" "Was it a good experience overall?" | Make closing process efficient, confirm satisfaction, thank client for their business. |
| 10. Post-Case / Alumni | Needs future help? Potential referral? "Who would I call next time?" "Would I recommend them?" | Maintain relationship (subtly), encourage feedback/reviews/referrals, be top-of-mind for future needs. |
➡️ Let's map this out and refine the client needs/our goals for each stage in Discord: #[Link to Channel #20-2-client-lifecycle-stages] (Consider using threads for each stage).
(Placeholder for Final Lifecycle Map/Details)
Detailed description or visual map (e.g., linked Canvas) of the agreed Client Lifecycle Stages, Client Needs, and Our Goals will go here...
This map forms the backbone for designing specific communication standards and operational processes.