Is Your Intake Department a Revenue Bottleneck?

This episode is a must-listen for anyone looking to improve their firm's intake conversion rate, streamline operations, and create a more sustainable and profitable practice.

Mike Wells has a wealth of experience building and leading successful intake and marketing teams a plaintiff law firms.

Mike's insights and practical strategies can be implemented immediately to drive real results. Learn how to transform your intake department from a cost centre to a powerful revenue engine.

Don't let your intake process be a weak link!

Listen to this episode and learn how to build a high-performing intake team that will contribute significantly to the success of your law firm.

Key takeaways from the episode:

Intake is NOT the bottom rung: Mike challenges the common perception of intake as an entry-level position, arguing that it's a vital sales function that directly impacts your firm's success. The best intake specialists are skilled communicators, empathetic listeners, and detail-oriented individuals who can guide potential clients through a stressful time

Hire strategically: Stop looking for just customer service experience. Instead, target candidates with call centre experience in professional services, crisis counseling, or prior legal intake roles. These individuals possess the necessary soft skills, like "verbal judo," to manage client conversations effectively.

Training is essential: A comprehensive training program is critical for new intake team members. It needs to include a step-by-step guide, training, and a focus on your firm's specific approach. Consistent training boosts skills and reduces turnover.

Compensation matters: Pay your intake specialists what they're worth. They are essentially selling your firm's services and are as important as other sales roles. Competitive base salaries and performance-based incentives are essential to attract and retain top talent. Consider both team and individual bonuses, and don't underestimate the power of recognition.

Marketing and Intake Must Be Aligned: Marketing and intake should be seen as two parts of the same whole, and should ideally be managed by the same person to ensure a seamless process. By having these teams work closely together, your firm can better understand where leads are coming from and the questions that clients have, helping you improve your marketing.

The Client Experience: Intake is the first point of contact for many clients, and it is important to ensure that they have a positive experience. Using client names, active listening, and showing empathy will ensure the client feels heard and valued. Client relations managers can also help clients feel comfortable by answering their questions and saving attorney time

Want to trade notes on ideas, strategies, and tactics for growth, book a call with me 👉🏼 here.