The intake process is arguably the most important step of building a relationship with your clients, so it’s essential to approach it correctly. As the cost of acquiring clients has risen steadily, it’s important to close as many potential clients as possible to stem the rising tide. Some lawyers believe, incorrectly, that in order to get a steady stream of clients, you simply have to be a good lawyer. This has never been the case. You must be a talented business owner, leader, and confidant for your clients. The intake is where everything happens, and lawyers need to have the skills to manage difficult questions from clients, as well as address potential concerns. Luckily, many client questions are predictable, and with a bit of planning beforehand, you should be able to address any potential client concerns, building trust and eventually, a fruitful relationship with your client.
It’s about much more than just answering questions; it’s about demonstrating empathy, showing understanding of their situation, and projecting confidence in your ability to handle their case. This is your opportunity to build trust, showing clients that they are not just another case file but individuals with unique needs and concerns. By effectively managing the intake process, you lay the groundwork for a relationship that goes beyond the immediate legal issue, fostering long-term trust and loyalty. Some of the most effective intake processes can be learned from industry experts and successful attorneys at legal conferences like the ones Brain Trust Legal puts on.
One of the biggest questions and concerns from clients will undeniably be about cost. Clients want to know why the fees are higher than they expected. Some issues a client might bring up around cost and how to approach them are:
Getting legal help is a big step for anyone, so many clients will be hesitant to make a decision without consulting their spouse first. If a client comes to you and is worried about making a decision without their spouse present, there are a number of tactics to take to assure your client that they are supported. First, you can let your client know that they don’t have to make this decision alone. If they feel more comfortable making decisions with their spouse, let them know you’re more than happy to speak to them together and address any questions both of them may have. Again, let them know that you’re there to support them through this experience and make them aware that you are ready and able to answer questions from either party.
Always let your client know that signing up with a lawyer doesn’t mean they are trapped in a contract. Many clients have heard or seen horror stories in the media about being tricked or bamboozled and don’t know how the legal process actually works. Assure your client that if they aren’t happy for any reason, it is perfectly fine for them to look for legal help elsewhere. Let your client know that you are first and foremost there to assist them through the process. In a situation where many clients feel powerless and overwhelmed, assure them that they have the control and freedom to make their own choices.
In today’s digital era, where anyone can research anything online, people often rely on various sources to gather information. This trend is especially noticeable in clients seeking legal services, who often want a second opinion before making any decisions, regardless of the amount of information provided to them. As a legal professional, encountering such clients necessitates an understanding approach. It’s crucial to engage in a dialogue with your client to figure out their expectations and needs. Encourage them to articulate what aspects they feel are lacking in your current interactions, enabling you to tailor your services more effectively.
Inform your clients that if they don’t identify any issues with your service, there’s no substantial reason to hesitate in retaining your services. Reinforce the idea that committing to a lawyer does not equate to being bound indefinitely. Clients should understand that they have the autonomy to change their legal representation if they find themselves dissatisfied at any point. This approach not only addresses their need for reassurance but also establishes a foundation of trust and transparency. Ultimately, it’s about providing clients with the confidence that their choice is respected and that their legal needs are your foremost priority.
After all is said and done, your client may not be convinced to commit. It is very common to have a thorough conversation with a client, answer their questions, only to receive a response similar to “I’m not sure” or “I want to think about this”. If you get a hesitant client, remind them that every moment counts. Explain how insurance companies move quickly to put together their team to pay them as little as possible. Let them know that insurance companies are experts at this and will use their resources to achieve this goal, with a high success rate. Since time is of the essence, it’s essential that they decide on a path in order to start the legal process and give them the best ability to form a strong case. Let them know you can get them into a consultation with an attorney quickly so they can learn more and ask any final questions.
Don’t let a client run away before you get the chance to help them. In order to nail the intake, you have to nail the conversation. Being a well-informed lawyer is only half the battle. Knowing what questions and concerns your client might have during the intake will not only prove to your client that you have the professionalism and expertise to take on their case, they’ll start to trust you. Building this trust with your client is essential and it starts the moment they enter the intake. Preemptively understanding potential client concerns will also help you create an effective strategy when speaking to your client, allowing you to be the expert in the room.
If you want to learn more about how Brain Trust Legal conferences and events can provide key insights and information into how to improve and streamline your intake department, you can call the BTL team at (855)743-1636 from nationwide to get more information
