Lawyers: How to turn Reception into Intake
Today I’m talking about how to turn reception into intake at your law firm.
I hope this content meets you in a good place and that your law practice is thriving and you’re having a wonderful day!
What is the Difference between Reception and Intake?
Let’s talk about the difference between reception and intake at your law firm. The receptionist answers the inquiry and either takes a message or forwards the call. Also, they may chat or text with you, clients and potential clients.
A receptionist won’t be expected to try and ‘weed out’ potential clients by interpreting if this person is an ideal client for you.
Deciphering if the person has a good case for your firm takes a little more skill and systems in place.
The definition of Reception
When I was a young lady, I was a receptionist in Century City, Los Angeles in a high rise answering calls for bazillions of lawyers. This was truly reception (not intake)! It always felt a little “Mad Men” up there…
Back then you’d hear me, or the other receptionists saying… (insert nasal voice)
“law offices please hold”… “one moment please” and “I’ll put you right through to Ms. so in so”.
That is the definition of law firm reception.
Marketing Campaigns Need Good After Hours Intake or You’ll miss Opportunities
Early at GoMedia Marketing & Productions aka GMM, I realized that successful marketing campaigns also mean making sure ads run 24/7.
People don’t always want to sign with you during business hours.
A lot of law firms are not equipped to answer inquiries 24/7.
Why After Hours Intake is Crucial
Because we are in a 24/7 world, and most of the clients were coming in after hours, I started building intake as a kind of “bolt on” to our marketing work here at GMM.
I didn’t want my clients to waste money on marketing that would hardly work if it were only running during business hours.
Think of it, even your potential client could be at work and unable to reach out during the day.
How to Create After Hours Intake
I developed an online questionnaire with a private link.
We can login anytime of the day or night and ask the questions that help vet whether there’s a real client there or not.
When the intake person is done filling out the questionnaire (with the potential client on the line), everyone gets notified via email.
The follow up call is booked with the attorney at the firm at the time they’re running through the questionnaire.
Also all important info goes into a spreadsheet that everyone who needs to know can view or add to the case management.
Some firms even have leads going directly into case management software — (I’ll save case management for another set of videos!)…
Question for Mary Mae (our Intake)
I know lawyers are fast readers! And maybe you don’t want to hear the sound where you’re reading this!
I’m hoping you join me in the video by meeting Mary Mae (in person) where I ask her a few questions about intake!
In this 3 part series I ask her questions like: What is the hardest thing about getting a potential client to go through the intake form?
What kind of Client will you Sign? (Each firm is Unique)
Each law firm has their own parameters of what a good client is, so this intake form has to be unique to your firm.
What you consider a great personal injury or social security client, the guy across town won’t think that’s right at all… Who you want to work with in terms of new clients, is unique to you.
In fact everything about each law firm is unique!
(I’m a huge advocate of not making law firms cookie cutter in any way).
So the answer how do you turn reception into intake?
Start developing a questionnaire that your after hours (or even business hours) receptionist can fill out that states the parameters of a great client for you.
Do a little training and practice sessions with your receptionist!
Have them book follow up calls.
Make sure you all get notified when the questionnaire is filled out.
Add all the information to your case management software too!
This will take some trial and error but when you get it right you’ll have a smooth streamlined process that will make your life easier!
Are you interested in becoming one of the 4 law firms we can bring into GoMedia Marketing & Productions right now for After Hours Intake? If you are interested visit this link: https://gomediamarketing.com/intake/
I have worked on a number of projects with Mary. Mary built a stunning website for the San Diego market which she then search optimized. It was different and original rather than something cheap looking from an iphone. We wanted the ability to film anytime. Mary and her team came to us on site and built a video studio. She taught us about gear, sound, lighting, scripting, presentation and how to present on camera. When her program was completed she left the tools and know-how to produce professional in-house marketing videos for any platform at anytime. Mary is a pro and you will love working with her.
Go Media Marketing has top class support, Ned helped me understand how using video matters. Once we grew bigger we had Go Media Marketing do our videos – & blog for us. Mary Cary came to film us in Nebraska and I also came out to film with GoMedia Marketing in Sausalito. I stayed in San Francisco. Thank you! Highly recommended!
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Dan Friedman, Friedman Law
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I have had GoMedia Marketing film engineering firms all over the United States for us all around the area of STEM Careers. We also have them build our websites and marketing strategies. Mary Cary went with a crew to film Dean Kamen and his young engineers in New Hampshire twice. We’re very happy with their kindness and help.
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Cindy Reuter, Capstone Technologies
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I met Mary Cary when she was speaking at a Conference. She said YouTube was the 2nd biggest search engine in the world. I wasn’t utilizing the second biggest search engine in the world. We filmed over a hundred videos with Mary. She built our website when we had 2 employees, at this point in time, we have over 120 employees! Thank you!
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Neil Woods, Woods Lawyers
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