Getting More From Client Interviews

Asking a client questions is a routine step in taking on a new case. You may ask questions to learn about a client’s perspective, obtain information, and clarify the scope of the case. 

But client interviews aren’t as simple as just checking off a list of questions. 

Asking questions in the wrong way can lead you to make assumptions, put your clients on the defensive, or make them feel judged. This can cause a breakdown in trust, making it hard to get accurate information from your clients. You might also miss an opportunity to build rapport or cast your net too small, both of which can result in missing crucial information. 

Asking questions in the right way will save you time and improve your relationships with your clients. Thoughtful, sensitive client interviews yield more accurate information and avoid those nasty surprises and last-minute rushes to account for unexpected information.

Our Top Tips for Effective Client Interviews 

Build rapport to set the tone.

While this conversation may be business as usual for you, it likely isn’t for your client. To put your client at ease, make eye contact and use positive, open body language. 

Don’t open the interview by bombarding your client with specific, complicated questions.

Instead, start your dialogue with open-ended questions, such as “What brings you here today?” or “What would you like me to help you with?”. 

Don’t make assumptions. 

It is important to respect and maintain your client’s individuality. You may have seen dozens of similar cases in the past, and it’s easy to make educated guesses based on pattern recognition. However, making assumptions about your clients can lead to unfair stereotyping and a breakdown in trust. 

Don’t ask pointed questions like “Why did you leave your husband?” which could make a person feel misunderstood or uncomfortable. 

Instead, say, “Tell me about how your relationship ended.” Open-ended questions help you to get more from your client and prevent stereotyping. 

Don’t put your client on the defensive. 

If your client is under stress, they are more likely to get defensive. This can cause your client to put up walls, evade questions, or withhold critical information. To avoid defensiveness, take a neutral tone when asking questions.

Don’t ask questions like “You didn’t put that in writing, did you?” which can make your client feel criticized or reprimanded. 

Instead, ask, “Was that over the phone or in an email?” A calm, neutral tone will help your client to trust you and, consequently, be more honest with you.  

Don’t Avoid Difficult Questions.

Don’t soften hard questions or avoid asking about sensitive topics. You may do more harm than good by missing out on vital information. If you’ve built a solid foundation of trust with a client, you should be able to ask them hard questions without causing undue distress. 

To represent your client fully, you need them to be open with you.

Create opportunities for your client to share more. 

It can be easy to assume that you understand the scope of a legal issue, especially if you have seen many similar cases in the past. But it’s important to remember that each person’s story is personal and unique. Keep an open mind, approach every case independently, and make sure your client has time to ask you questions.

Be attentive to your client’s tone and body language. If they hesitate when answering a question, ask, “Is there something more you want to add?”

At the end of a discussion, ask, “Is there anything we didn’t discuss that is important to this case?”

Conclusion 

Building trust is key to a successful professional relationship with a client, especially in the early stages. You may feel that asking blunt questions is necessary to get the information you need, but if your client starts to feel defensive or uncomfortable, it will likely lead to them being less honest about the things that matter.