1: How do I use the initial telephone call checklist?
Your initial telephone call checklist should help your receptionist or legal assistant gather the information you need to not only set a first meeting, but also lay the foundation for a successful first client appointment. You need to know the information that you require to operate at your most efficient.

We are sharing a sample telephone call checklist with you here, but you also need to determine if your team members need additional information, training, or resources to make this first point of contact with your law practice a satisfying and seamless experience.

Further, your telephone checklist is an important practice consideration if you anticipate, or are, receiving calls probate calls regarding an existing estate planning case. These calls could originate from a number of sources including, but not limited to, the personal representatives or the adult children or the surviving spouse. The employee you put in this role in your practice needs to be able to adapt as this may not be a case of “first impression” but rather a case where your firm has a personal relationship with the decedent.

3: Your Sample Initial Probate Telephone Call Checklist
In the section of the library, we are including a sample checklist for you to use.

As we shared in the training video, feel free to customize it to meet your own needs for this legal service as well as for your own time frame.  You may also want to speak with your employees and your clients, to determine what they feel should or should not be included on this process document in your law firm and whether or not a separate process needs to be completed if the decedent was an estate planning client.


4: Tips for Training Your Probate Employees
This checklist can serve as the basis for training your law firm employees. It can help them understand the information that they need to gather for you to have a successful first meeting.

Consider that it may also help your team members to watch you or participate in a first client meeting so they have a better understanding of what is happening in the case they are gathering information for. Many team members have shared with us that they have little to no idea what happens outside their phase of the case that they are assisting you on. Helping your employees understand the “why” of what they are doing can greatly help the process. Ask us if you need assistance in providing your employees with a global perspective on what you were doing within your practice, but, then, also re-focusing them on their own individual tasks within the broader picture of your firm.