For law firms, every client matters. Therefore, you can’t afford to make errors during the client intake process. Some potential mistakes you could be making during this time include failing to gather complete information or misunderstanding a client’s needs. You may also be ignoring the importance of setting clear expectations with them.
These might seem like very small issues. However, they can quickly snowball into lost cases or missed opportunities. They could also result in dissatisfied clients.
The client intake process sets the foundation for the entire legal relationship. Therefore, you can’t afford to mishandle it. This article looks at 5 client intake mistakes your law firm could be making.
Failing to Respond Promptly to Inquiries
Are You Making These Mistakes?
Potential clients usually reach out during times of stress or urgency. This can be during weekends or even after hours. If you don’t answer promptly, that can quickly erode their trust. It can even force them to move on to your competition, who will receive them a lot better.
For your firm, every unanswered call means the loss of a potential case. Since you don’t want such a scenario, it makes sense to consider investing in professional answering services. With the right experts, you can be sure that every inquiry is handled immediately and professionally. You’ll also provide your clients with the assurance they need that you are able to handle their issues.
Collecting Incomplete or Inaccurate Information
If you don’t have a proper team collecting information, there are very high chances of missing key details. This issue can lead to delays and even overlooked deadlines. For instance, an incomplete description of the legal concern can make follow-up quite difficult. It can also lead to massive confusion within the firm.
In addition to this, inaccurate information can cause misaligned expectations between you and your clients. This is something that can end up damaging trust before the case even starts.
To avoid such shortcomings, make sure that every client interaction is handled with care. This can be achieved by ensuring all details are thoroughly documented.
Neglecting Client Communication Expectations
When clients reach out, there is a way they expect you to handle them. They want timely updates and clear responses. They also want that feeling that their concerns are being heard and addressed.
As a law firm, you want to meet and exceed these expectations. Failure to do so creates frustration and erodes trust. This can even happen way before they decide to do business with you.
With this in mind, you can’t afford to miss messages, delay callbacks or even give vague answers. Such issues can lead to lost opportunities.
Luckily, you don’t have to go through this. By hiring a good answering team, you can make sure every communication is prompt and clear.
Failing to Screen Clients Properly
You need to have a proper screening process in place. This helps prevent taking on clients whose cases are weak or unprofitable. It also reduces the chance of taking cases that are outside your firm’s area of expertise.
By taking these steps, you are able to reduce time and resource wastage. You can also ensure that your firm’s reputation stays good. This will be possible because you’ll be taking up what you can manage.
A good screening process makes sure that only suitable cases move forward. This allows attorneys to focus on matters where they can provide real value. This goes a long way in ensuring successful outcomes.
Overlooking the Importance of Follow-Up
Another costly mistake that you could be making is overlooking the power of follow-up. Failure to follow up can leave prospects feeling ignored or undervalued. This increases their chances of going to another firm.
To avoid this, consider partnering with a professional answering service. The right specialists will provide timely updates and remind prospects of necessary steps. They can even gather extra information that will help strengthen the case.
To ensure the long-term success of your law firm, consider avoiding client intake mistakes. Any misstep can result in the loss of opportunities due to dissatisfied customers. To avoid such shortcomings, it’s best to partner with a professional answering service. At AB Universal Messaging, we help law firms, just like yours, streamline the intake process and make sure no calls go unanswered. We also capture key client details accurately. This helps your firm respond promptly and build trust with potential clients. In short, our solutions help to safeguard your firm’s reputation and maximize potential growth opportunities.
