How better client interviews can grow your estate practice

This article was provided by eState Planner

AI technology and DIY online tools are changing the landscape of wills and estates practice. To maintain and grow their practice, lawyers must continue adding value that online resources lack. Arguably the most irreplaceable value that lawyers provide sits at the very beginning of the client journey: the interview.

In a recent eState Planner four-part webinar series available here, hosts Jordan Atin and Ian Hull shared that a well-conducted client interview is much more than a box-ticking exercise before drafting begins. It's about protecting your practice and your clients' interests. It’s also the foundation of trust, the starting point for deeper advisory work, and a critical risk-management tool.

As Jordan Atin, J.D., T.E.P., certified specialist (estates & trusts law), puts it, “Estate planning is ultimately about telling a family’s story — and I can’t do that well if I’m spending my time only gathering data. We have the privilege — and I do mean privilege — of learning about a person’s personal issues, values, and family dynamics and then translating that into a plan that truly reflects their goals.”

Why client interviews matter more than ever

According to eState Planner’s 2025 Estate Practice Report, 95% of surveyed lawyers recognize the value of more thorough client investigation as they know that gathering basic family and asset information alone isn’t enough. Valuable estate and will planning requires going deeper.

Client interviews are an opportunity to surface:

• Sensitive family dynamics, from strained sibling relationships to second-marriage complexities, before they become flashpoints in litigation.
• The ownership structure of major assets, untangle beneficiary designations, and uncover details about jointly held property or corporate interests that could dramatically affect the plan.
• The client’s long-term intentions: how they want wealth to shape their family’s future or how they envision stewardship of a family business.

When these conversations don’t happen, the consequences can be serious. Just as LawPro's data highlights the risks in wills and estates work, missed details can lead to drafting errors or even conflicts that tear families apart. But when lawyers invest in deeper conversations, the payoff becomes clear: more tailored estate plans, stronger relationships built on trust, and potentially more referrals from clients who feel genuinely understood.

Ian Hull, C.S. LSM, co-founding partner of Hull & Hull LLP, puts it this way: “Clients don’t hire us just to draft documents. They hire us to anticipate issues before they happen — and that starts with the first conversation.”

What great client interviews have in common

1. Go beyond the basics

Traditional intake often focuses on family members and assets. While this information is essential, it doesn’t tell the whole story.

“The courts have made it clear that our job isn’t just to record information — it’s to understand the motivations and values that sit beneath that information,” says Atin. That means shifting the conversation from technical details to bigger-picture questions, such as:

• “What do you want your estate plan to say about you as a person?”
• “What worries you most about how your plan will play out after you’re gone?”
• “Who are the people you feel a real obligation to, and are there others you’d like to support if possible?”

These kinds of questions reveal insights that simple fact-gathering never will. Most importantly, they show clients that you’re not just drafting documents, you’re helping them tell their story and build a legacy.

2. Help clients visualize their plan

Estate planning is inherently complex, and clients are often overwhelmed by legal terms and abstract concepts. Yet 87% of lawyers still send draft wills without any visual aids, and only 10% use diagrams or charts to explain them.

This is where technology can transform the experience. eState Planner, for example, automatically generates family trees and graphic summaries that visually map out a client’s family relationships and estate plan. These visuals make complex structures instantly understandable.

When clients can actually see how their assets will flow, they gain confidence in their decisions. It also reduces confusion and follow-up questions, making the process smoother for both sides.

3. Collaborative and interactive

Historically, estate planning followed a predictable formula: intake, draft, review, sign. But today’s clients — especially younger generations — expect more transparency and collaboration throughout the process.

Rather than presenting a finished product at the end, involve clients early and often. Share planning options, explain trade-offs, and invite their feedback. Platforms like eState Planner make this seamless by allowing clients to explore alternative scenarios, and understand the reasoning behind each recommendation.

This approach transforms the lawyer-client dynamic. Instead of being passive recipients of a legal document, clients become active participants in shaping their legacy.

Better interviews, better business

Improving your client interview process isn’t just about delivering a better experience, it’s also a proven growth strategy. The 2025 Estate Practice Report found that half of new estate planning clients come through referrals, while only 5% come from traditional advertising.

Those referrals don’t happen by accident. They’re the result of clients walking away from their planning process feeling understood, supported, and confident. And that begins with how you conduct your very first meeting.

A modern approach to an ancient practice

Estate planning has always been about more than documents, it’s about people, relationships, and stories that endure. But as client expectations evolve, so too must our methods.

By rethinking the client interview as a collaborative, visual, and strategic process — and by leveraging technology like eState Planner to support that shift — lawyers can deliver more value, reduce risk, and grow their practices organically.