A woman of eighty two needs to update her will. She no longer drives, the office is in a town with difficult parking and a flight of steps, and her daughter works full time.
She is exactly the person who needs this service most, and the practical arrangements are what stop her having it.
The decision clients are making
Whether they can physically get to you. Everything else is secondary, and for a substantial part of this client group the answer is no unless somebody offers an alternative.
When a home visit is the right format
Limited mobility, no transport, a care setting, a hospital, anybody who finds an unfamiliar office difficult, and clients whose circumstances make travel genuinely hard.
When remote works
Clients comfortable with video, those living at a distance, busy people, and the early stages of a matter where discussion rather than signing is what is needed, which is the ground in online consultation questions from remote clients.
When an office appointment is better
Complex matters, where documents must be examined, where privacy at home is difficult and where a client prefers it. Some clients specifically want to come in.
Publish that home visits exist
Prominently, not as a footnote. Clients who need them assume they do not exist and never ask.
Publish the area covered
And what happens beyond it. A stated radius lets somebody know whether to enquire.
Publish any additional charge
Or say plainly that there is none. Clients worry about the cost of asking somebody to travel and frequently do not ask because of it.
Explain the signing requirements
That there are formalities about how a will is signed and witnessed, that the firm arranges it and who cannot act as a witness. It is the part clients most fear getting wrong.
Explain who else can be present
A family member, a carer or a friend, and whether the client will be seen alone at some point. Being seen alone is standard and should be explained beforehand rather than appearing suspicious.
Explain the care setting arrangements
Visiting a care home or hospital, what needs arranging and how it is handled. It is common work and it is almost never advertised.
Explain the hybrid option
Discussion remotely or at home, signing arranged separately. It reduces the number of visits and suits many clients.
Publish what the client needs to hand
Documents, identification and information, so a visit is productive rather than a first of two, which is the preparation in cost questions people ask before any appointment.
Say how long a visit takes
Older clients and their families plan a day around an appointment and need to know whether somebody will be there for forty minutes or two hours. Publishing a realistic duration, and whether the matter can be completed in one visit or usually needs two, lets a family arrange help and transport around it properly.
Make it easy for a family member to arrange
Because an adult child frequently makes the contact, and the arrangements should accommodate that while the client remains the client.
Answer format questions at any hour
Because families research in the evening and need to know whether it is possible, which is the availability in how financial advisors use chatbots to answer client questions, alongside property and home questions in estate planning.
Getting started
Publish home visits, the area, any charge and how signing is arranged, then capture format preferences at any hour. SpideyChat for law firms answers from your published pages, plans are on the pricing page, and the chatbot ROI calculator works through the numbers.