Why You Might Be Missing Out—Even with Strong Intakes

Most law firms dread client intakes as a grind of forms and phone calls. But here’s the hard truth: Treat it like an administrative chore, and you’re not just losing cases—you’re bleeding revenue while competitors outmaneuver you.

Speed Matters: The First 5 Minutes Are Critical

Research shows that online sales conversions are 8x higher in the first five minutes than at any other time. The longer you delay responding to a lead, the lower your chances of securing them as a client.

Key Findings from (Martindale-Avvo):

• 47.6% of potential clients prioritize responsiveness.
• 52.6% avoid firms that are slow to respond.
• 42.1% are deterred by bad reviews.
• 23% contact at least three attorneys before deciding.
• 53% hire a lawyer within a week.

Every missed call or delayed response is lost revenue. But it doesn’t have to be this way.

At 360 Law Firm Marketer, a Law Firm SEO Company in New York, we specialize in optimizing legal intakes to maximize conversions. From custom SEO to targeted ads, we help law firms grow their client base effectively.

Step 1: Create a Custom Intake Form

Generic intake forms a waste of time. A tailored form helps filter out non-viable leads while directing strong cases to the right attorney.

Start with an Introductory Statement

Callers may be stressed or confused. Set the tone:
“Thank you for calling [Firm Name]. I’m [Name], an intake specialist. I’ll ask a few questions to see how we can help.”

Capture Contact Information First

Ask for:

• Full name
• Reason for calling (themselves or someone else?)
• Phone number, email, and address

Why?

• Reconnect if the call drops.
• Run a conflict check (name alone isn’t always enough).

“Before we proceed, let’s get your contact details so we can follow up if needed.”

Build Custom Intake Questions

Mix yes/no, multiple-choice, and open-ended questions to keep callers engaged.

Example (Personal Injury Firm):

• “Was your injury from a slip and fall?” (Yes/No)
• “Where did it happen?” (Open-ended)
• “Were there witnesses?” (Yes/No)

Example (Family Law):

• “Are you seeking assistance with child custody or divorce?”
• “How urgently do you need legal support?”
  For more strategies tailored to family law practices, explore our guide: SEO for Family Law Practices.

Pro Tip:
Intakes don’t have to be completed in one call. Offer to:

• Continue later by phone.
• Email a form to fill out at their convenience.

360 Law Firm Marketer helps firms design high-converting intake processes—because strong cases start here.

Step 2: Choose the Right Intake Team

Options for handling intakes:

1. In-House Specialists – Dedicated team filtering leads.
2. Attorney Rotations – Lawyers assess case viability.
3. Outsourced Services – External teams handle after-hours inquiries.
4. Hybrid Approach – Mix of in-house and outsourced support.

Pro Tip:

• 89% of consumers prefer texting over calls (Kinect).
• Add text-based intake options for better engagement.

Step 3: Train Your Intake Specialists

A bad first impression loses clients before they even meet an attorney.

Training Should Cover:

• Empathy & professionalism (role-playing exercises).
• Firm’s practice areas (avoid misleading callers).
• “If-Then” scripts (e.g., If client says X, respond with Y).
• Weekly call reviews to improve interactions.
• Follow-up surveys to assess client experience.

Why Intakes Impact More Than Just Case Loads

Bad Google reviews hurt more than you think:

• “Never called me back!”
• “A rude receptionist cut me off.”
• “Unprofessional phone handling.”

46.6% of clients consider reviews “very important” (Martindale-Avvo). Your intake team is your first salesforce—train them well.

Let’s Elevate Your Intake Process

The right marketing partner makes all the difference. At 360 Law Firm Marketer, we help law firms convert more leads, streamline intakes, and grow sustainably.

Contact us today—let’s turn your intake process into a client-winning machine!