Client intake sets the tone for every case that comes through your door. When it is handled well, your firm captures the details it needs and makes a strong first impression. When it is not, cases and clients can slip through the cracks. Here are five signs it may be time to get help with intake.
1. Calls Are Going to Voicemail
If potential clients are regularly reaching voicemail instead of a person, some of them are calling the next firm on their list before you ever call back.
2. Intake Information Is Incomplete or Inconsistent
When intake depends on whoever happens to answer the phone, the quality and completeness of the information collected can vary from call to call, making it harder to move a case forward quickly.
3. Your Staff Is Stretched Between Intake and Case Work
If the people handling intake calls are also managing active case files, one of those responsibilities is likely getting less attention than it deserves.
4. Follow Up Takes Too Long
Potential clients often reach out to more than one firm. A slow follow up, even by a day, can mean losing a case to a firm that responded faster.
5. You Cannot Measure What Is Coming In
Without a consistent intake process, it is hard to know how many calls are turning into cases, or where potential clients are falling out of the process.
What to Do About It
If any of these sound familiar, it may be worth bringing in dedicated support for client intake rather than asking existing staff to stretch further. See how Ominira handles client intake and other services for law firms, or reach out to discuss your firm’s needs.