415. 5 Reasons Your Law Firm's Intake Stinks

Sep 13, 2024

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In this episode, Sam and Neil break down why your law firm’s intake process might be holding you back and how to turn it around. Intake is the core of your firm's success, so treating it as an afterthought is costing you clients.

By listening, you’ll discover how to boost conversions by refining your response time, understanding your lead sources, and using dedicated staff along with tools to optimize intake, create a seamless client experience, and set your firm up for long-term growth.

Key Takeaways from Sam and Neil:

1. Wrong Mindset: Treating Intake as an Afterthought

Viewing intake as a simple administrative task can limit your firm's growth.

Intake is not just a one-off process but the lifeblood of your law firm, requiring constant attention and management.

A successful intake team must have a sales-oriented mindset and ongoing oversight to ensure every lead is valued and handled effectively.

2. Accepting that Each Source Has Its Own Conversion Rate (And Not Improving It)

Passively accepting fixed conversion rates limits your firm’s potential.

Instead, regularly assess and improve each source for better outcomes.

Small changes, like refining scripts, can lead to significant gains.

As Sam notes, even a 1% boost on Facebook can make a big impact.

3. Relying on Unreliable Answering Services Instead of Dedicated Intakers

Generic answering services often lack the expertise needed for legal intakes.

Dedicated intakers, with ongoing training and accountability, provide tailored interactions that increase client conversion and overall performance.

4. Speed to Lead: Not Responding Fast Enough

Speed is crucial, with 78% of clients choosing the first firm they reach.

Firms responding within 5 minutes are 21 times more likely to convert, but only 18% meet this standard.

Automated systems and 24/7 availability can enhance lead capture, building trust and competitive advantage.

5. Not Being Hardcore with Your Tracking: Cost, Leads, CPL, Sign-Ups, CPA, ROI

Accurate tracking of metrics like CPL, CPA, and ROI is essential for growth.

Without detailed tracking, optimizing marketing becomes difficult.

Regular monthly reports help improve profitability and guide better budgeting decisions.

"I remember my takeaway... clear as day: answer the damn phone." — Neil Tyra

"You can't scale without numbers, and you can't scale blindly. You need to have clarity on what's going on before taking that step to be able to invest more money into it." — Sam Mollaei

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