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TOP 7 MISTAKES LAW FIRMS MAKE DURING INTAKE  #6: BELIEF THAT IT IS ALL UNDER CONTROL 

September 08, 2017
TOP 7 MISTAKES LAW FIRMS MAKE DURING INTAKE  #6: BELIEF THAT IT IS ALL UNDER CONTROL  - blog post image

The good news about intake is that if you fix it today, you will see benefits tomorrow. The bad news about intake is that you can't ever let your guard down. It is not one of those things that you can get right and forget about it. You have to constantly be monitoring it, making sure systems and processes are maintaining integrity and making sure that you are up to date with the latest trends in the business.

We have looked at the intake departments of small firms and large firms—firms that are processing thousands of leads per month, and firms that are handling a few dozen per month. It is the same for all of these firms: You have to audit your intake department on a regular basis to make sure that everything is continuing to flow smoothly.

At Vista, we can audit your intake department remotely or come on-site for an intake audit. We often run into firms that tell us, "We have been doing intake for years and we have it under control." We offer them what we offer every Vista client, "If you are not 100% satisfied with the value we add to your firm from the audit, we will refund your money." We have done this for dozens of law firms and have not had one ask for a refund. The point is that every firm can improve its intake systems and processes and can always get better. Complacency in intake has cost firms a lot of money.

Part of not getting complacent is staying on top of the latest technology. Each year we see changes in the industry. Information and data that is available for call tracking and call monitoring gets better each year. Clients who are comfortable with signing contracts electronically goes up each year. If you are not researching these changes, or in touch with someone who is, you can get left behind.

Bottom line...if you don’t think you have anything you need to improve with your intake processes...I am telling you that you do. Don't get complacent! 

David Miller
Vista's core team is a tripod of experts helping to shape me into a better Managing Attorney. They do it without fear and with so much grace, humility, and patience! And they throw a great party after the hard work all day! #OurConsultantsAreBetterThanYours #Guaranteed
- David Miller / Managing Attorney
Paul B. Harding
"As our firm grew, it became difficult to track the progress of cases through the various units, along with the customer service provided to our clients. VISTA developed dashboards for all this and more! When viewing our dashboard, I now have all the important data at my fingertips: client contact, file review, the number of demands filed, files placed in suit, and so much more! Our unit managers also use these tools to ensure that attorneys and staff are staying on-track. As Managing Partner, I am pulled in many directions at once and am often out of the office — the dashboard allows me to zero in on issues as they develop, regardless of my location or the time of day. Great solution for us!"
- Paul B. Harding / Managing Partner
Wendy and David Share
“We met with Vista for a strategic planning session as our firm is at the crossroads and we wanted some outside perspective to help us with our planning. Vista provided a very focused environment so that we could develop our “Painted Picture” or 5-year plan. As we were very involved in the process, the conclusions we arrived at were not surprising to us, but having a road map to help us take the next step has been very beneficial to us. We have been working on the required steps and are making progress, and we do always come back to the Painted Picture and the principles we discussed in realizing our objectives. It is very much an ongoing process, and we know Vista is there for us, if and when we need their further input and objective perspective. Vista’s knowledge of the inner working of Plaintiff Personal Injury law firms allowed them to offer their insight and perspective to our unique circumstances. The fact that we are in Canada proved to be no barrier to understanding what our firm is all about.”
- Wendy and David Share