Intake Audit

Most law firm owners believe their intake is solid.
Our secret shopper calls indicate otherwise.

We like to check your firm’s intake proficiency in Month 1 because so many law firms fall short here, and the negative impact of poor intake is so significant.

Put yourself in your prospect’s shoes. If you called a law firm that you knew little about in your time of need and the firm’s initial response was disappointing, would you think you had selected the right firm? Or would you move on to the next firm on your list?

Yes, we know you think your firm’s intake is top-drawer, but we have disproved that claim so often that we now reserve judgment until we learn for ourselves.

We do that by calling your firm multiple times at various hours using different callers who describe a variety of fact patterns.

40% leakage?

The following seven calls are representative and were not custom-selected. Three were disasters, one needed improvement, and three were well-handled.

If we were a prospective client, we would not make a second effort to connect with the three firms who botched our calls. Wouldn’t you like to know if you are losing business the way those three firms are?

Disasters

No one answered; call went to voice mail.

The receptionist said their team was unavailable but would call us back. She then hung up without getting our phone number.

Waited a full 5 minutes on hold before being transferred to an intake person who said they would call back the next day. They did apologize.

Needs Improvement

The receptionist said the ‘estate planning guru’ was out to lunch and took a message. Implied my location was out of area despite the firm’s website saying it was served.

Well Handled

The receptionist immediately transferred me to an attorney who showed much empathy and shared treatment advice.

Obtained the relevant information and booked me on a phone consult 5 days out. No empathy or expertise, but did qualify me.

Solid call. Gathered information, qualified me, and calendared an appointment.

What we provide

After obtaining permission from you to record the calls that we will make to your firm, we have different team members call at various hours.

We then provide you with a summary of those calls, our assessment, and a link to each recording.

Instead of guessing, you now know exactly how well your incoming calls are being handled. If additional training or scripts would be helpful, we are happy to provide it.

As a subscriber to our Growth Amplifier service, our intake audits and follow-up training cost you nothing extra, so we encourage you to have us conduct them every six months, or after turnover has occurred.

As you likely know, intake is not a ‘set it and forget it’ business function. Slippage can and does occur.