Proven Strategies Measurable Results

TOP 7 MISTAKES LAW FIRMS MAKE DURING INTAKE #7: NO ONE IS IN CHARGE

September 14, 2017
TOP 7 MISTAKES LAW FIRMS MAKE DURING INTAKE #7: NO ONE IS IN CHARGE - blog post image

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.

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
Richard Harris
"After founding and managing one of Nevada’s largest personal injury law firms for over 30 years, and teaching law practice management, I didn’t think there was much a consultant could do for me. I initially asked Vista, “Why would I pay you to tell me what’s wrong with my firm – when I already know it?” Their response was, “We’ll help you fix it.” That had actually never occurred to me, which showed how much I needed them. Beginning with the onsite visit and comprehensive Needs Assessment, the Vista team not only helped fix what I already knew needed attention, I’m pleased to admit they revealed and helped us resolve several problem areas I previously didn’t know about. Not only that, through consistent coaching conferences and initiation of dynamic reporting of key performance indicators, Vista trained and transitioned a new management team to take our firm to the next level. I’m completely satisfied with Vista and recommend their services to any firm, large or small."
- Richard Harris
Michael McCready
"I have been working with Tim McKey and the folks at Vista Consulting Team for many years. From attending their conferences to hiring them for a comprehensive firm review, I attribute much of the success of the firm to the techniques they share. As they have grown, the advice they provide goes to a higher level. What started with a focus on metrics and KPI's (which are still the building blocks) has risen to a focus on team building, firm culture and improved means of delivering legal services. It's been my privilege to work with them and I can't recommend them highly enough."
- Michael McCready / Managing Partner