Interviewing a client is one of the most important things that a solicitor does on a regular basis. Client or customer care is a focal point of any successful business, including law firms. So what should you do to make sure that you undertake this task properly?

Firstly, you should meet and greet the client in an appropriate and friendly way. Make sure you tell them your full name and your role in the firm (are you a trainee, associate or partner?). Check why they have come to see you and be attentive and empathetic to their problem: clients come to see lawyers when they have problems so you need to show them you are engaged and can take the weight off their shoulders.

Most importantly from the outset you should explain how long the interview will take and what the structure of the interview will be. Make sure the client knows how much this interview is going to cost them, and if it includes VAT! This will help build trust with the client because of the transparency. Check if they have legal expenses insurance or if they could obtain legal aid.

You must then start to gather all the facts from the client: at this stage make sure you ask open questions like 'What have you come to see me about today?' or 'Can you tell me in your own words what has happened?'. You should also determine what their objectives are in solving the problem: 'What are the most important factors of this venture for you?'

You should try and get as much information as possible from the client about the people involved in the matter, the events that lead up to the matter, the opinions and attitudes of any other people involved and anything else you think might affect your advice. If you spot any gaps in the detail of the story, used closed questions to fill in these gaps e.g 'Did you have a written contract with X ltd?'

To make sure you have completely understood the facts, you must summarise to the client what they have just told you. This also shows the client that you were listening and understood everything they said. Explain why you are summarising!

Then comes the advice itself! Make sure you cover all of the options that the client has, including doing nothing! Discuss the advantages and disadvantages of each option with the client. You must be very clear, accurate and comprehensive: do not use legal jargon if it will confuse the client! The client needs to decide what option to take.

Finally, close the interview. Ask the client if you can help them with anything else, tell them what the next steps will be and what you will do/what they have to do. Give an estimate of the time frame for the option that they have chosen and hence the costs they might incur. If appropriate then arrange a next meeting and/or follow up your advice in writing.

Make sure you have a record of the interview and know what you have been instructed to do. The client should leave the office feeling reassured, clear about the advice and follow-up steps and relaxed and happy to continue instructing you. Building a rapport and knowing your client's objectives is paramount.