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TOP 7 MISTAKES LAW FIRMS MAKE DURING INTAKE #5: FIRMS DON’T ENTER ALL LEADS INTO THEIR CASE MANAGEMENT SYSTEM

September 01, 2017
TOP 7 MISTAKES LAW FIRMS MAKE DURING INTAKE #5: FIRMS DON’T ENTER ALL LEADS INTO THEIR CASE MANAGEMENT SYSTEM - blog post image Every call matters. Every person who reaches out to your firm to discuss a new case is important. They may be calling for something that you consider trivial, for something that you think is not worth pursuing, or about an area of law that you do not handle. But they called you. They could have called any number of law firms, and they may have, but they reached out to you and you have the opportunity to make that interaction a positive experience. If it is a case that you want to sign up, most firms will enter all the information into their case management system (“CMS”). There are so ..

TOP 7 MISTAKES LAW FIRMS MAKE DURING INTAKE #4: FIRMS DON’T TEACH THEIR INTAKE TEAM THE NUMBERS

August 25, 2017
TOP 7 MISTAKES LAW FIRMS MAKE DURING INTAKE #4: FIRMS DON’T TEACH THEIR INTAKE TEAM THE NUMBERS - blog post image Everyone needs to know how to keep score. I have yet to come across a team that doesn’t enjoy knowing the score. People engage at a higher level when they understand how to score points and have control over winning or losing. It is the same for your intake team. Whether it is one person, or ten people, they need to have an easy way to “check the scoreboard” and know how they are doing. Know your “want ratios.” The first set of numbers that your intake team should know are the want ratios for each case type that the firm handles. What does this mean? If a firm receives 100 automobile  ..

TOP 7 MISTAKES LAW FIRMS MAKE DURING INTAKE #3: NO ATTRIBUTION RULES

August 21, 2017
TOP 7 MISTAKES LAW FIRMS MAKE DURING INTAKE #3: NO ATTRIBUTION RULES - blog post image What is attribution? Attribution is simply how you give credit to the marketing or non-marketing source for each lead that you receive. Marketing sources are those that you pay for, such as TV, yellow pages, internet, billboards, and so forth. Non-marketing sources are those that you do not pay for, such as word of mouth, repeat clients, and client referrals. At Vista, we see a lot of firms that don’t have a detailed plan in place about how attribution should be handled. It is hard at times, because there can be multiple sources of a lead. A person can see your ad on TV, then think ab ..

TOP 7 MISTAKES LAW FIRMS MAKE DURING INTAKE #2: NOT AUDITING INTAKE CALLS

August 14, 2017
TOP 7 MISTAKES LAW FIRMS MAKE DURING INTAKE #2: NOT AUDITING INTAKE CALLS - blog post image Auditing how your firm handles new calls from potential clients is extremely important. Vista recommends that every firm audit a batch of intake calls on a weekly basis. The good news is that it is easier than ever to make this happen. Years ago, firms used to do “ghost calls” to test their intake procedures. They would get someone to call their law firm, pretending to have a potential claim, and then monitor the call to see how it was handled. It was extremely cumbersome. The process worked, but it was difficult to implement on a frequent and regular basis. Today, many firms hav ..
Jerry Parker
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