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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! 

Bill Berg
“… They have also worked with us in ways to improve how many new cases we sign-up – they constantly are coaching us in ways we can do things better in that regard. In our weekly meetings we go over our new case sign-ups, our demand times and various other statistics and topics. They hold us accountable to ourselves… I could go on & on – our accounting department was also restructured based much on their recommendations. And, Vista also researched and found a new CPA firm for me which actually keeps up on telling me what needs to be done instead of just keeping things as the status quo.”
- Bill Berg
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
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