JDB 093: Client Intake, Work Flow, Tactics & Tools

attorney work flow jdblogger

Much of what I do in my practice is focused on getting the phone to ring.  This is especially true for me because I have a consumer practice that requires I have steady stream of new clients.

But once the clients make the decision to hire, what kind of experience do they have?

Customer service can be a powerful motivation for your current clients to refer you to the family and friends. The opposite is also true.  If your clients don’t feel like they are being treated well – even if you obtain a great result – they will not only not refer work to you but in today’s online world can cause real damage to your law practice for years to come with a bad review.

With that in mind I have been in the process of implementing processes into my practice that help me to handle large numbers of clients and provide great customer service that will have clients raving about my firm.

Here are some of the resources mentioned in this episode:

Lexicata

Lexicata is a cloud-based online client intake tool that allows you to not only schedule your consultations with potential clients, but also allows you to set up an email drip system to  send the client reminders and thank you emails, as wells custom forms and representation agreements.  I am just starting to use this but so far it seems to be a really useful tool.  I will do a full review on it later on.

Call Ruby

Ruby Receptionists is an online virtual reception company that can assist you with answering your phones.  They are a sponsor of the podcast, but even prior to that I used them for about two years to answer my phones.  I am currently in the process of going back to Ruby to help with overflow calls that my current receptionist can’t take due to volume.

Acuity Scheduling

Acuity Scheduling is an online scheduling tool that allows your clients to set up their own appointment with you online.  This means less phone calls coming into your office and the freedom to allow your client to schedule to talk with you on a time frame that works for them.

 

 

Comments

  1. John,
    You asked if people had any ideas, and I do. I think your organizational structure needs to have something like a 2 staff per attorney ratio. Look at a hospital, more nurses than doctors. The military, more soldiers than generals. In terms of client emails and calls, I give clients direct access to my staff. My staff can answer most general questions and can run it by me if they do not know the answer. The result is that the staff can play phone tag, be pleasant with salutations and boil out what the actual question is. If the staff member does not know what to tell the client, they run it by me and I tell them what to tell the client. Usually answering the actual question takes very little time. If the client want or needs to speak to me they are always welcome to but they need to schedule an in-office appointment.

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