How conveyancers should start the customer relationship
For conveyancers, the entire customer relationship is important. But the first ten days set the tone for every transaction. That’s why getting those early steps right is vital to your success.
Why are the first ten days important?
The moment a client instructs you, the countdown begins.
These first ten days are the critical window in which the foundation for the entire transaction is laid. In this time, momentum can be made, delays can compound, and your clients will form an opinion of your firm that can last for the whole relationship.
So, racking up delays that lose you momentum can be fatal.
A slow, disjointed, or unclear onboarding can erode trust and damage your reputation. Clients are impatient, and they’ll soon look elsewhere if you’re not delivering for them.
The perfect client journey
From the moment of first contact, you need to manage your new client relationship perfectly. In a competitive market, any slip up can be immensely damaging.
The ideal first ten days should include:
Immediate acknowledgement and next steps clearly communicated
A seamless onboarding experience – ideally mobile-first
Rapid and simple completion of ID, source of funds, and AML checks
A clear timeline and evidence of progress
If you handle these well, you give your clients the confidence that you’re handling the entire relationship well. It’s not just about reduce time-to-file-open, it’s about building trust.
Building confidence
When clients are confident from the beginning, they’re more engaged, more cooperative, and more likely to recommend you.
That means the first ten days aren’t just operational, they’re also integral to building your brand reputation and ultimately winning more business.
It’s vital to understand exactly what your clients want from their relationship with you. That way, you can craft the ideal client journey, starting with the first ten days.
Using a solution like Checkboard saves both you and your clients time – and improves your reputation.
A version of this article was originally published on Today’s Conveyancer. This version has been expanded and adapted for the Checkboard audience.
