A personal injury law firm provides critical legal services to individuals who have been injured or harmed in accidents. These clients often require a high level of care and attention, as they are dealing with physical, emotional, and financial stress. As such, in order to best serve client needs and convert potential clients to actual clients, it is essential for a personal injury law firm to have a well-organized sales and intake process to ensure that potential clients convert, and that clients receive the best possible experience.
In this blog post, we will discuss the key steps that a personal injury law firm should take to organize its sales and intake process effectively.
Furthermore, we tell you how working with a good lead generation service can help you with the burden of both marketing and initial screening, letting you get straight to the intake process.
Step 1: Define Your Sales and Intake Process
The first step in organizing your sales and intake process is to define it. This means creating a clear and concise plan for how your firm will handle new clients from the moment they contact you until their case is resolved.
Your sales and intake process should include the following steps:
- Receiving a call or inquiry from a potential client
- Gathering relevant information about the client's case
- Scheduling an appointment for a consultation
- Conducting a consultation
- Deciding whether to take on the case
- Signing a retainer agreement with the client
By defining your sales and intake process, you will ensure that your team knows what steps to take when new clients reach out to your firm.
Step 2: Identify Your Ideal Client Profile
You cannot be all things to all potential clients, and you want to make sure you are matching with potential clients that are a fit for your practice. Otherwise, you risk wasting everyone's time. If you want to specialize in specific types of accidents, then make sure you identify those. You might want to handle motorcycle accidents, but not slip-and-falls, for example. The types of accidents you handle should also be clearly delineated on your website to ensure that potential clients arrive with clearly set expectations.
Further, you should identify some other filters for cases that simply will not be a match for your firm. For example, if a case is clearly outside the applicable statute of limitations, it probably is not a match. If the potential client already has an attorney, or did not have auto insurance at the time of the accident, it might also not be a good fit. It is important for both you and your potential clients to identify the ideal client profile so that you and your attorneys can have a smoother intake process (discussed below).
Step 3: Train Your Intake Team
Once you have defined your sales/intake process and your ideal client profile, the next step is to train your intake team. This team should consist of individuals who are skilled at gathering information and communicating with potential clients. They should be friendly, empathetic, and knowledgeable about personal injury law.
Your intake team should also understand the importance of following your defined sales and intake process, and understanding your ideal client profile. This means knowing what questions to ask, how to schedule consultations, and how to gather all necessary information to evaluate whether to take on a case.
Attorney time is valuable, so you want to make sure that your intake team is passing along only potential clients that meet your criteria. If you want to specialize in motor vehicle accidents, you'll want to train your intake personnel to filter out slip-and-fall cases, medical malpractice cases, and anything else that wouldn't match your ideal client profile.
Writing a checklist for your intake team is a good way to help ensure they are following your firm's processes.
Step 4: Use Technology to Streamline Your Process
Technology can be an excellent tool for streamlining your sales and intake process. Consider investing in software that can help you manage client data, schedule appointments, and track the progress of each case.
For example, a customer relationship management (CRM) system can help you keep track of all interactions with clients and ensure that nothing falls through the cracks. Similarly, an online scheduling system can make it easy for clients to book consultations at a time that is convenient for them.
Here is a list of some tools that can help you from start to finish (although many alternatives exist):
- Lead Generator: CaseYak. CaseYak generates qualified motor vehicle accident leads, including AI-backed case value estimates and a plethora of other first-level screening information.
- CRM/Scheduling/Follow-up: Clio Grow. Clio Grow is a leader in law firm lead management. It allows your team to instantly input leads into your CRM, schedule consultations, and, if signed, transfer them to your practice management system.
There are numerous technology solutions to help your firm from the top of the funnel through getting that engagement agreement signed.
Step 5: Develop a Follow-Up System
Finally, it is essential to develop a follow-up system to ensure that potential clients do not slip through the cracks. This is where many time-strapped personal attorneys fall short. Personal injury victims are likely under an immense amount of stress. It stands to reason that they might miss some calls or emails, and attorneys without a follow-up system might give up after an attempted call or two, letting a potential client get away.
This process could include sending automated emails or texts to follow up with potential clients who expressed an interest in leveraging your services, who have interacted with your firm but not yet scheduled a consultation, or setting up regular check-ins with clients who are in the process of deciding whether to work with your firm.
By implementing a follow-up system, you can show potential clients that you value their business and are committed to providing them with the best possible service. Also, it significantly increases the likelihood of these potential clients turning into actual clients for your firm.
In conclusion, organizing your sales and intake process is critical to the success of your personal injury law firm. By defining your process, identifying your ideal client profile, training your intake team, using technology to streamline your process, and developing a follow-up system, you can ensure that clients receive the care and attention they deserve. With a well-organized sales and intake process in place, your firm will be well-positioned to provide top-quality legal services to clients in need.