Do Something! Re-vamp your intake procedures

Do you feel like you’re re-inventing the wheel every time a new client walks in the door? If you want to run an efficient practice, you’ll want to create an intake procedure that ensures consistency and helps you to obtain all of the necessary information possible at the outset of the engagement.

Your intake procedure should also help you to weed out problem clients: if they’re not willing to fill out a simple form or come prepared to an intial consultation with documents that you’ll need to review to evaluate the case, it might be an early indication of an uncooperative client.

Here are five ways to re-vamp your intake procedures:

1. Create a questionnaire for new/potential clients to complete, including basic information that you need to request at the initial meeting. Having clients complete this information before you sit down with them (either on line, before they arrive at your office, in the waiting room or with a member of your staff) will save you valuable time.

2. Develop guidelines or ‘frequently asked questions’ to give to clients at the initial consultation, including a list of documents or information that they’ll need to collect to help with the representation. Although you’re familiar with the process, most often, clients are not. Giving them some information that they can refer back to will help them to feel that you understand them and their problems while limiting or eliminating the necessity for you to answer basic questions over and over.

In the lawyer-client relationship, clients as well as lawyers have work to do to make the relationship successful. Make it easy for your clients to participate in the process and cooperate with the representation. If clients have a prepared list to take away with them, you increase the likelihood they’ll provide you with the documents and information you need and reduce the follow up necessary to obtain that information.

3. Create and implement good scheduling procedures for each type of matter. Your calendaring system should include not just statutes of limitations and court deadlines, but also automatic ‘check in’ points with the file – don’t wait for court deadlines or client calls to review the file. And don’t forget to set up your billing schedule from the outset.

4. Use your case management system to keep track of important dates and to create your intake forms. If your intake form follows the same format and contains the same information as your case management system, keeping track of client and case information will be much easier for you and your staff.

5. LISTEN. While you may be eager to obtain new business and to demonstrate to potential or new clients that you know your stuff and that you can solve their problems, a key component of your intake must include listening to ensure that you understand the client’s expectations. In the same way that the client needs to determine whether you’re the right lawyer for them, you need to determine whether the client is a good fit for your practice. Pay attention to your gut instincts – if they’re signaling that something isn’t quite right, take note. Make sure you listen for potential conflicts of interest that might arise, as well as potential financial difficulties. If the client can’t afford your services, are you willing to work for free or for a reduced fee?

Want more suggestions about how to improve your intake and other procedures in your law office? Need help creating and implementing those procedures? Take a look at my website or contact me to find out how I can help.