Where shall we two meet for the first time – in office, coffee shop or online?

In past issues we have looked at the ins and outs of virtual proceedings for both lawyers and experts. But what about that all-important initial consultation? Here, Legal 500 firm DPP LAW presents the pros and cons of virtual and in-person first meetings

[INITIAL CONSULTATIONS with prospective clients are vital at the beginning of any type of client work. They are the first port of call for you and the client to begin making sense of their issue and offer a fantastic opportunity to unravel the facts and potential pathways.

But those consultations aren’t just the building blocks of future work: they’re also the first opportunity to begin building a positive relationship with the client.

Unfortunately – much like any other business during the pandemic – those consultations went from in-person discussions to virtual meetings. While having access to the technology was a blessing to businesses who could use it to continue work, it had its drawbacks.

Legal processes rely on the facts and the literature in place to function; however, they also depend entirely on a human approach. Having the trust of everyone involved is fundamental to proceedings; but how do virtual consultations affect that? There are benefits to both sides, but which one should your workplace opt for when conducting initial consultations?

Virtual consultations

Virtual consultations can be done using a variety of technology, but mostly centre around a video call between you, any relevant colleagues and the prospective client.

The pros

Convenience: Providing potential clients with the option to fit the initial consultation in with their schedules allows them to make more time for the meeting. It can feel rushed or unorganised when a client only has a small amount of time to make it to your office or meeting point. Instead, virtual consultations open up a space to take as much time as they need.

Accessibility: Not everyone has the ability to physically attend an in-person consultation. Whether it’s the result of a lack of childcare, a disability or a financial restriction, in-person consultations aren’t always an option. Offering virtual consultations provides people with a level of accessibility that is vital to ensuring anyone can access legal support and services.

Saving money: Virtual consultations also offer the chance for firms to save some cash. The time it takes to prepare for clients visiting can take time from your hours, costing you money in the long run: not to mention the cost of creating a client-friendly environment to host in-person consultations. Instead, virtual consultations take less preparation time and have a lower cost of the software.

The cons

Lack of connection: While the dodgy internet connection can be difficult to work around, it’s not the only lack of connection that can impact the outcome of an initial consultation. Virtual calls can close off the opportunity to read body language and pick up on pauses that could lead to a deeper understanding. Those nuances are just as important as the main bulk of information and losing them could lead to potential clients going elsewhere if they feel a stronger connection at a competitor’s in-person consultation.

Lower standards of professionalism: It’s no secret that working from home and conducting virtual meetings over the internet can lead people to slack ever so slightly. It might be a bit less effort in appearance or lower energy in the way you speak – or your background may not reflect the seriousness of the conversation. Regardless of how it 24 24 24 24 www.yourexpertwitness.co.uk www.yourexpertwitness.co.uk impacts you, virtual consultations can lead to a lack of professional standards that are key to instilling confidence and trust in you from the prospective client.

In-person consultations

Initial in-person consultations can be conducted in any environment within which you and your prospective client feel comfortable discussing details: whether that is an office, a quiet coffee shop or even the client’s place of business.

The pros

The opportunity to connect: Initial consultations serve a number of purposes; but creating a strong and positive first impression is often the purpose that will decide if the prospective client will become a paying one. It’s their chance to review the type of person you are, both professionally and personally. It’s also your opportunity to decide if you are the right fit for the person’s needs. Those messages can be shared through simple things such as body language – elements that are missed over virtual consultations.

Engagement: In-person consultations strike an atmosphere that commands attention in a way that isn’t demanding and exhausting. The energy between people discussing a subject can keep everyone engaged – allowing for more productive conversations. By being in-person you avoid virtual issues, such as people messing on their phones, becoming distracted by their kids or experiencing distracting background noise.

Better understanding: The human connection that is earned between people in-person cannot be understated. Engagement and connection don’t just boost trustworthiness, relationships and appreciation of the participants: in-person consultations can also create room to having a better understanding of what is being discussed, and therefore the goals you decide upon and the path to achieving them is built between all parties, is more applicable and has less of a chance of being changed further down the line of proceedings.

The cons

Cancellations: While in-person consultations have their benefits, they are harder to attend than a virtual version. You could find that your time is wasted more often if you stick to in-person consultations, as people no longer have the time to travel and attend. Compared to opening a laptop and jumping on a call in under five minutes, in-person consultations aren’t everyone’s cup of tea and can lead to you sitting alone in your office, waiting for them to never turn up.

Disruption: Technical disruption is common in virtual consultations; however, with initial in-person consultations, disruptions come from the participants themselves. Prospective clients often become distracted by small talk and off-topic chat that can lead the discussion off course, taking time away from important plans. Those types of conversations are more common when in-person, due to both parties getting used to the other; however, it can help to build rapport and trust.

Accessibility: Initial in-person consultations present a difficulty to people who may find it harder to access transport, childcare or financial budgets to travel any kind of distance to the meeting place. Your place of work may also have accessibility issues, and the times that you’re available could conflict with care as a provider or a receiver. Whichever way it goes, accessibility is a huge issue and in-person consultations can stand in the way of people trying to access legal support. q