The final mistake that we see firms make in their intake department is that they don't put anyone in charge of intake. No one has a day-to-day ownership of the intake process and is responsible for quality control. Is there a non-partner point person who owns intake? Is there someone that knows throughout the day the status of every lead, the number of leads received, how many were accepted, or which contracts are out there to be returned?
Without one person in charge—one person who owns the process and oversees compliance—you really don't have a shot at running a great intake department. It is worth it to hire this person. It is worth it to spend money on this person. It is worth it to invest in training this person. They will increase the number of signups you obtain, without having to add more to your advertising or changing your intake criteria. They will simply make your intake process more efficient.
Ask yourself...is there one person at your office who:
- Knows your daily intake statistics?
- Monitors your intake process?
- Reports on a weekly and monthly basis the intake statistics, such as number of leads, number of qualified leads (wants), number of contracts, conversion rate, source of call, and so forth?
- Works on getting contracts in the door on cases that you want, but have not signed up?
Don't make the mistake that so many firms make. Find that person, whether they are already in your office or maybe you need to hire someone new, but get yourself a great person to run your intake department immediately. It is one of the best hires that you will make.