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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
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
Jim Reed
"I have to confess, I was initially skeptical that Vista could significantly improve my firm. Heck, we are a small firm (4 lawyers) in a small city and have been in business for 60+ years. Frankly, we were already doing well and had managed to carve out a successful business handling personal injury and malpractice cases. But I met (and liked) Tim McKey and we were having a good year, so I thought, let’s give them a try to see if they can offer any meaningful improvement. I am happily surprised to say that hiring Vista is one of the best business decisions I ever made. Vista analyzed and made recommendations in a few key areas and helped us implement changes in those areas. In less that one year, we are already reaping substantial dividends from those simple changes. As lawyers, we think we are pretty smart and know our business pretty well, but I can tell you that inviting an outside set of experienced eyes to take a close look at the way your firm operates WILL reveal many things you never saw and many areas for improvement. If you want to REALLY learn about your firm and how to improve it, I HIGHLY recommend a consultation with Vista."
- Jim Reed / Owner