From the first call to the right consultation.
For a prospective client, intake is their first experience of your firm. Make that experience clear, responsive and connected to a defined next step.
Understand the first conversation
Review how a caller is greeted, how the firm identifies a potential fit and how the next step is explained. A prospective client may be anxious or uncertain. The process should help them understand what your firm can do and what information is needed next, without making promises about their matter.
Define qualification together
Attorneys and intake staff should agree on the practical criteria for a suitable inquiry. Keep the questions relevant and the handoff clear. If staff cannot determine fit, define where the inquiry goes for review. Documenting that decision process can reduce both unnecessary consultations and suitable inquiries that are mistakenly closed.
Make follow-up accountable
A missed connection should have an owner and a next action. Review contact attempts, appointment confirmation and the process for inquiries that have gone quiet. Use communication channels and practices appropriate to the firm’s policies. Consistency matters more than a complicated sequence that nobody maintains.
Review the whole path
Look at inquiries, qualified inquiries, booked consultations, attended consultations and signed engagements as separate stages. If one stage changes, investigate the reason before changing the advertising. Use documented outcomes and staff feedback together. The objective is a better experience for suitable prospective clients and a more reliable process for your team.
Put the questions to work.
Look at these questions in the context of your own market, firm and operating capacity. A focused review helps turn observations into priorities.
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