Many years ago, when AttorneySync started working with lawyers on intake, something I hadn’t (but should have) considered was that many law firms weren’t great at delivering exceptional service to potential clients during that crucial first call.
Even firms with great reputations for delivering exceptional 𝗢𝗨𝗧𝗖𝗢𝗠𝗘𝗦
would lose potential clients because of their poor 𝗘𝗫𝗣𝗘𝗥𝗜𝗘𝗡𝗖𝗘 on those initial intake calls.
Since those early years, in my experience, many law firms have improved a lot in this context.
But many haven’t.
If you’re not convinced you’re losing clients because of bad experiences, you’re probably not effectively listening.
Do you listen to intake calls?
Do you manage intake?
But don’t take my word for it. Go grab the Case Status® Legal Client Experience Report.
I recently attended a Case Status webinar hosted by Paul Bamert and Kylie Moss Fahey.
One of the data points they highlighted:
𝟲𝟴% 𝗼𝗳 𝗹𝗮𝘄 𝗳𝗶𝗿𝗺 𝗰𝗹𝗶𝗲𝗻𝘁𝘀 𝗰𝗮𝗿𝗲 𝗮𝗯𝗼𝘂𝘁 𝗲𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲 𝗮𝘀 𝗺𝘂𝗰𝗵 𝗼𝗿 𝗺𝗼𝗿𝗲 𝘁𝗵𝗮𝗻 𝗼𝘂𝘁𝗰𝗼𝗺𝗲𝘀.
Do you invest as much in their experience as you do in their outcomes?
If you’re like most law firms we talk to, the answer is no.
In our experience, most law firms are investing a lot into outcomes. As they should. Whether it’s training, masterminds, experts, focus groups, or trial consultants, law firms invest heavily in outcomes. After all, in the personal injury context, the firm’s fee is directly tied to outcome.
But if you call many of those same firms, it is clear they aren’t making similar investments in client service and experience.
Some aren’t answering the phone at all.
Some are answering it poorly.
Some have outsourced it to virtual human receptionists.
Some have outsourced it to AI.
I don’t know what’s right for your firm.
In an impossibly perfect world, an empathetic human lawyer trained in intake would answer all potential client calls 24/7/365.
Like I said, impossible.
But this isn’t the place to “maximize savings.”
Invest in solid people.
Use technology to assist where it can deliver a good experience.
Invest in a solid Intake Manager. Someone who is accountable for actively monitoring, managing, and improving intake experiences.
In our experience, this will have a more significant impact on your growth than merely “more leads.”
You’re likely getting qualified leads.
They’re just hiring someone else.