Perfecting Your Law Practice Intake Process To Retain Clients

If your intake process is ineffective, you will continually lose great clients. Chris Mullins, Phone Sales Doctor, is a master of intake and sales for lawyers. Listen in now to learn how to make sure those great clients sign up with your firm.

Lawyers often confuse their professional skills with the skills they need to connect with potential new clients and clients. There is a difference, and it involves a mindset necessary to convert leads into clients.

Here are some things we covered: 

How do you hire someone to do intake?

You don’t have to hire a sales person or someone who works in a law firm.

This is a teachable skill, so you want to hire for attitude and make sure you do your due diligence like checking references thoroughly, don’t cut corners, give them predictive indexing tests and teach them how you want things done.

To find the most suitable person, give them a list of 3 things they must do in order to secure an interview with you.

For example, 

1- Tell them to send you their resume as a word document attachment. You’d be surprised how many people do not follow this instruction. If they just put a link to their resume, they do not qualify for an interview.

2- Provide 3 references with contact information (we won’t contact them until we talk to you first). If they only give you one, you do not talk to them.

3- Send a 5 minute (or less) video of you selling to me as to why you are the right person for this new career. This is where you find out about attitude. Did they take the time to dress up? Did they give a big presentation? Did they put thought into the presentation? Are they smiling and using positive words?

The latter plays a huge role in determining everything you need to know to decide if they are the right person to do intake for your firm.

Taking it one step further, you could send potential candidates intake calls you have recorded and ask them to critique them in terms of what they liked about them, and/or what they would do differently.

Using Scripts

A script is a tool used as a guideline to make sure you cover what your law firm needs to make a sale.

5-step-relationship-sales-conversion-script and I.N.T.A.K.E.

  • Introduction – the way you answer your phones
  1. Talking – asking permission to ask questions; change inflection of tone so you don’t sound mechanical; ask the screening questions (scripted); checking in with the person you are speaking with to humanize and empathize with them. During this step, the client (or potential client) is deciding if they are getting to know you, like you and trust you.
  2. Acknowledgement -This is the call to action, conversion moment. You are basically telling the client you can (or cannot) help them based on the information they provided. If you cannot help them, be sure to end with providing them with a resource to seek out the help they need.
  3. Konfirm (yes, with a K) – before you hang up with the client, double check the content they provided to you.
  4. Execute – this is where you tell the client they’ve made a good decision to call, you’re not alone, and you don’t have to look any further.

LISTEN now for more about training people to do intake for your law firm.

You can get in touch with Chris Mullins via her Intake Academy.

Or on LinkedIN

Here are a few free resources for you to try out…


Replace The Rat Race With A Bold, Thriving Law Business

With 16 years in a solo law practice, Sharon Christie discovered that the secret to thriving instead of merely surviving lies in the ability to land great clients…consistently. Sharon cracked the marketing code — catapulting her law practice clientele from ZERO to HUNDREDS in under 9 months — and now reveals her proven 3 step formula to other female lawyers who are ready to replace the rat race with a bold, thriving law business.

Part of her 3 step formula in action is frequent lecturing to professional and community groups, including NAMI Metropolitan Baltimore, the Brain Injury Association of Maryland, the Lupus Foundation, Let’s Talk Sarcoidosis and the Sinai Return to Work Program, and authoring books for her law practice clients such as the 2 books on Social Security Disability benefits, The Unofficial Guide to Social Security Disability Benefits and Can You Win Your Social Security Disability Case?: The Blueprint You Need to Get Social Security Disability.

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