Legal Intake Top Tips.
practice
time
Legal intake isn't easy. It takes and to get it right.
Take inspiration from LEX Reception's top intake tips.
Tip #1
Call back within an hour.
Studies show calling a new lead within an hour makes them 7x more likely to qualify.
Speed matters.
The longer you wait, the more likely that your lead goes on to speak to another firm.
Tip #2
Call back within an hour.
Multitasking is not the answer. When that intake call comes in, you need to focus on qualifying your lead.
Move to a quiet space or pass the call to a colleague. Just make sure you give the call 100% of your attention.
Focus.
Tip #3
Listen.
Active listening is a skill you can build on to respond with empathy on a phone call. Great active listeners make the person speaking feel heard and valued.
"Active listening is a way to stay fully engaged with the person you are listening to. It involves listening without judgement, repeating back key points, and mirroring their tone.”
Active listening.
Tip #4
Prepare specific questions.
Give your intake calls structure and focus with a list of key questions. Everyone who answers your phones should have access to this list - making your intake consistent.
We recommend:
“Do you intend to hire a lawyer for this issue?” “What are the details of your case?”
Your firm can add more specific questions relating to your practice area.
More resources to help your legal intake process.