What happens in the first 10 days after first contact sets the tone for the whole relationship. Knowing how to make it count is the real trick.
The critical window
The moment a client instructs you, the clock starts ticking. In those first 10 days, clients form opinions, delays compound, and the foundation for the entire transaction is laid.
It’s also when many firms lose momentum, and that lost momentum impacts clients.
If your client onboarding is slow, disjointed, or unclear, trust starts to erode. Clients get nervous, they call for updates, and worse, they may disengage or go elsewhere.
From first contact to fully onboarded
The ideal first 10 days should include:
- Immediate acknowledgement and next steps
- A seamless onboarding experience – ideally mobile
- Completion of ID, source of funds, and AML checks
- Clarity around timeline and progress
When these are handled well, you don’t just reduce time-to-file-open, you build client confidence that carries through the whole matter.
Mapping the real journey
Most firms think they know their process, but the client’s view is very different. Mapping the actual client experience helps you spot where delays, confusion, or unnecessary steps live.
Solutions like Checkboard consolidate key steps into one smooth flow. Clients onboard themselves in minutes, and you have everything you need to proceed.
Strong starts create smooth finishes
When clients are confident from the beginning, they’re more engaged, cooperative, and likely to recommend you. The first 10 days aren’t just operational, they’re emotional to your clients for a whole host of reasons. Understanding that makes all the difference.
By using a solution like Checkboard, you’ll save yourself and your clients time. It’s streamlined and seamless, and makes a real difference to your bottom line.
Set the right tone from day one → Try Checkboard today
This article was submitted to be published by Checkboard as part of their advertising agreement with Today’s Conveyancer. The views expressed in this article are those of the submitter and not those of Today’s Conveyancer
One Response
“source of funds and AML checks”.
It is actually a risk assessment of both the client and the matter based upon the firm wide risk assessment and it shouldn’t be rushed. It should be undertaken carefully so that the risk is properly assessed. To do otherwise creates a risk for the firm.
It’s not about obtaining information and ticking a box and then getting on with it.
It is an assessment of risk.