How we work at Skipton Law

When this SOP applies

Roles & responsibilities

Step-by-step process

1. Initial contact
   • Greet the prospective client professionally
   • Confirm they want estate planning services for the state of Colorado
   • Ask how they heard about the firm (Facebook ad, website, client referral, financial advisor, etc.)
2. Collect intake information
   • Full legal names of all potential clients
   • Date of birth for all potential clients
   • Phone number and email address for all potential clients
   • Address
   • Marital status
   • General estate planning goal (will, trust, update an existing plan)
3. Run a conflict check
   • Search the client name(s) in the practice management system
   • Confirm no conflict exists before you go any further
   If there is a conflict: politely tell the client the firm can’t proceed. If you’re not sure whether it’s a conflict, escalate to the attorney.
4. Schedule the consultation
   • Book it according to the firm’s consultation calendar rules
   • Confirm the date and time, the assigned attorney, and the location (virtual or in office)
   • Send the confirmation email
5. Document it
   • Save all intake notes to the client’s file
   • Make sure every required field is filled in
   • Check that the consultation shows on the attorney’s calendar

Quality standards

• Intake information is complete and accurate
• No consultation is scheduled without a completed conflict check
• Client communication is professional, empathetic and clear
• No promises about outcomes, timelines or costs

Related documents

• Intake Questionnaire Template
• Consultation Confirmation Email Template
• Practice Management Software Guide and how-to’s

Appointments covered

Workshops · Initial Meetings · Vision Meetings · VM2 / IM2 Meetings · Design Meetings · Signing Meetings · Funding Meetings · Review Meetings · Miscellaneous client meetings (VM3, DM2, client calls)

When to call

Call the business day before the appointment.

Daily process

1. Review the calendar Pull up the firm calendar for the next business day and confirm every client-facing appointment. Don’t skip one because it looks internal, unusual, virtual or isn’t labeled perfectly.
2. Verify the details before you dial
   • Client name, date, time and appointment type
   • Attorney or team member they’re meeting
   • Location, or virtual method (e.g. Zoom)
   • Anything the client needs to bring, complete or prepare
   For signing meetings, also check notes about witnesses, IDs, payment, outstanding information, or documents to bring (such as financial information for a later funding meeting).
3. Call the client Use the number on the client record or calendar appointment. Warm, professional, clear.
   OpeningCopy

   Hi, this is [Name] calling from Skipton Law. I’m calling to confirm your appointment with us for [Day], [Date] at [Time]. We have you scheduled for a [Appointment Type] with [Attorney/Team Member]. Does that still work for you?
   If yesCopy

   Great. We’ll look forward to seeing you then. Just as a reminder, this appointment is [in person / by phone / by Zoom].
4. Give meeting-specific reminders Use the appointment type to decide what to remind them about. See the guide below.

Appointment-specific guidance

Outcomes and what to do

Client wants to reschedule

Don’t just delete the appointment or say someone will call back.

1. Ask what days and times generally work best.
2. Review the calendar if you’re authorized to reschedule.
3. Reschedule according to the firm’s scheduling rules.
4. Update the calendar immediately.
5. Notify the attorney or team member.
6. Document the conversation.

Then notify the right person immediately.

Client cancels

Document the cancellation and notify the attorney or team member right away via team messaging. If they cancel without rebooking, ask once; if they decline, note that they did not reschedule.

Documentation requirements

Every confirmation attempt gets a note covering: date of the call · whether the client answered · whether the appointment was confirmed · voicemail left · text/email sent · any reschedule or cancellation details · special instructions or concerns.

Escalate immediately when

Notify the senior paralegal, attorney and/or the right team member if:

• A signing meeting is cancelled or rescheduled
• The client can’t attend and the matter is time-sensitive
• One spouse or decision-maker can’t attend an important planning meeting
• The client seems confused about the appointment type or purpose
• The client says they never scheduled the appointment
• The client is upset, frustrated or difficult
• The client has questions you can’t answer
• Missing information could affect the meeting
• The calendar appointment looks incorrect or incomplete

A confirmation is complete when

1. The client has been called.
2. A voicemail, text or email has gone out if needed.
3. The appointment status is documented.
4. Any reschedule, cancellation or issue has been handled or escalated.
5. The calendar is accurate.

Procedure

1. At 10 minutes past the appointment time, call the client If they answer, find out whether they’re running late or having a technical or logistical problem (car trouble, can’t find the office). Offer to let them join late if timing allows, or reschedule.
2. If they don’t answer, leave a voicemail and email right away

   Voicemail includes

   • Acknowledgment of the missed appointment
   • A request to call back
   • The option to reschedule

   Follow-up email

   • Note that the appointment was missed
   • Give clear next steps to reschedule
   • Keep the tone professional and non-assumptive
3. Document it the same day
   • Mark the appointment “No-Show” in the CRM or scheduling system
   • Log every contact attempt (call, voicemail, email)
4. Run the follow-up sequence if there’s no response Move the client into the standard follow-up process: three more contact attempts, spaced according to firm policy, mixing calls and emails. The message shifts as you go:
   Reminder→Re-engagement→Final attempt
5. Move to drip marketing Still no response after the sequence? Move the client into the firm’s drip marketing campaign. No more manual outreach unless the client re-engages.

Communication guidelines

• Keep a neutral, professional tone. Never sound frustrated or accusatory.
• Assume positive intent: delays and emergencies happen.
• Keep messages brief and action-oriented.
• Always include a clear call to action (reschedule link, phone number, etc.).

Who must be present

Before the client goes to sign

Have them confirm the signing location can provide:

• A notary public, and
• Two witnesses, 18 or older, available at the same time as the notary

If the location can’t provide two appropriate witnesses, the client must bring two. The client also brings a valid, government-issued photo ID (driver’s license or passport) for the notary.

Witness and notary requirements

• Witnesses must be 18 or older and able to watch the client sign before they sign as witnesses.
• Witnesses and the notary cannot be related to the client or to any agent named in the documents. That includes a spouse, child, parent, sibling or other family member of the client or of an agent.
• Witnesses print and sign their names clearly where indicated.
• Questions about who can serve as a witness or notary? The client should contact our office before signing.

After signing

Once everything is signed, witnessed and notarized, the client returns the completed originals to our office so we can review them and keep copies in their file.

Frequency & timing

Sorting

Information-only emails go to their matching folder. Example: a notice that an engagement letter was sent goes to the Engagement Letters Sent folder.

Response standards

• Confirm receipt of documents from clients or opposing counsel within 1 business day, even if you don’t have a full answer yet.
• Confidentiality: double-check the To field so no unintended recipients are included, especially with CC and BCC.
• Signature: every outgoing email includes the firm’s standard Confidentiality Disclaimer.

Security