Mistakes made by your intake team can be damaging. Systemic issues that exist within an intake department can not only result in missed opportunities to sign clients, they can also, if not addressed, negatively affect your firm’s reputation. The goal of plaintiff law firms is to turn every client and potential client into a raving fan of your firm, regardless of the outcome of the claim. How do you do that? You create a client experience that serves to make people feel heard, informed, and important. This is accomplished by mitigating the common team mistakes through training and ongoing education and by ingraining your firm’s mission, vision, and values into your team.
Over the past decade, Vista has had the honor of getting to work with many amazing law firms. This wide lens perspective has provided us with the opportunity to identify and counter mistakes firms (both big and small) make in their intake department. Here are the top five worst mistakes we see intake departments make and how you can avoid them: