University of Denver

The Client’s Perspective on the Initial Interview (Law Review Article)

The article reviews the pilot study of the Effect Lawyer Client Communication Project (ELCC), which focuses on the initial client-lawyer interview based upon it’s importance in determining client retention and satisfaction. The study also purports that the initial interview is the one unit of service that is constant across all forms of legal service delivery, and in many cases the initial interview may in fact be the most significant communication before outcome determinative events such as hearing or settlement. To conclude, the article suggests that by assessing effectiveness at the outset of the case, this approach provides feedback to the lawyer during provision of service and creates the possibility for improved service and increased relevance of the assessment of both lawyers and clients.