Client Touchpoint Review

When practices choose this

You may already know the problem: clients never hear from the firm after a successful litigation, the clinic forgets recall appointments, or renewal invoices go out without context. A full audit is unnecessary—you need surgical fixes at named moments.

Scope

We examine up to five touchpoints you nominate—for example first inquiry response, matter closure letter, six-month check-in call, retainer renewal conversation, and complaint escalation. For each we document current practice, client expectation, failure modes, and a revised approach.

Deliverables

• Touchpoint specification sheets (who, when, channel, script outline, escalation path)
• Revised template drafts for letters, emails, or call guides
• One training session with the staff who execute those touchpoints (up to 90 minutes)
• Thirty-day check-in call to review early implementation questions

Exclusions

This review does not include CRM configuration, automated marketing setup, or legal review of contract language. We coordinate with your counsel if template changes affect engagement terms.

Timeline

Kickoff within one week of signed scope. Final deliverables within two to three weeks depending on staff availability for interviews.