In this episode of The Law Firm Blueprint, hosts Jay Ruane and Seth Price are joined by Brooke Birkey of Level Up Law Firm Business Coaching to discuss one of the most critical aspects of running a successful law firm: the intake process. Brooke brings a wealth of experience and knowledge, highlighting how law firms can make the necessary shift from traditional receptionist roles to intake specialists who are focused on sales and client relations. With the rise of digital marketing, Brooke explains how this shift is not only essential but also highly beneficial for law firms looking to stay competitive in today's market. Brooke dives into the importance of emotional intelligence in intake, stressing how key it is for intake specialists to connect with potential clients, particularly in areas of personal injury, criminal defense, and divorce law. Brooke also shares strategies for identifying caller types and effectively training intake staff to navigate these calls while balancing emotional intelligence and professionalism. The conversation also explores the differences between fee-for-service and contingency-based cases, and how law firms can tailor their intake processes for each type of client.

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