Are you struggling in the intake process as a lawyer? Is your firm finding it hard to maintain clients? In this episode, attorney Gary Falkowitz shares his insights on how to win at intake. 

Gary works with law firms to patch up the holes that exist and make firms better. Intake involves the process of when a potential client connects with a law firm. There are many steps to ensure the intake process is top tier.

1 | Clients

One of the many important things to consider when going through intake is understanding the mindset of a client. Living in a fast paced digital world, people want quick responses. If a firm wants a new client, that firm needs to be swift and respond as fast as possible. If not, the firm risks losing them to another law firm. 

Clients seeking legal representation are usually dealing with heavy things. Whether it be an injury, criminal case or a divorce, no one wants a lawyer. With that said, make sure you are showing compassion and speaking to them in plain language. Many cannot understand legal jargon!

2 | Training 

What makes intake a significant part of working with a client is the training process. It is important that those that work in a law firm are equipped with ongoing training to stay up to date on the intake process. Training can include how to respond to clients when they first reach out or how to run a successful intake call or meeting. Lawyers need to know how to make a decision on the fly, especially if a prospective client calls and wants a quick response. If the lawyer is up to date on the criteria, they should be able to know at that moment if the client can be represented. 

3 | Follow Up

Following up during the intake process is where some clients actually make a decision on a law firm. Most times, potential clients are submitting inquiries to multiple firms just waiting on the first response. If a client emails an inquiry question, respond once and then follow up again. Most times, clients are juggling a lot of different priorities and that inquiry fell off their radar. The follow up might just be the thing that reminds them and pulls them in.

The best way to keep a client is having a strong transition. Once a client is signed, give them homework. Give them all the information they need to feel supported. Provide information materials about the firm, contact information for the team, what you as an attorney expect from them and vice versa. Managing expectations is key. You need to express what you need from them and they need to express what they as a client need from you.

Take a listen to learn more about how to have a successful intake process!

2:09 Understanding the mindset of potential clients

3:53 The significance of training and ongoing education

9:27 Staff should be trained to make decisions

11:58 Law firms should continue following up

17:04 The importance of maintaining communication with clients

🎥 Watch the full video on YouTube here.

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