As a law Firm, regardless of how you are marketing your firm, if you don’t handle your leads well then you are surely wasting your efforts. Legal TV Leads has generated millions of leads for firms throughout the years… and we know that the intake process will make or break any worthwhile potential case.
Here are the top 4 things to avoid during your intake process and management of those valuable leads (and how to fix them).
- Act slow
- Lack written communication
- Expect them to know your firm’s qualifications
- Don’t forget to ASK for the case (and make it easy for them to sign-up)
Don’t do: Act slowly
Do: Act responsively and quickly
Once a potential claimant makes the decision to seek help with their personal injury claim, they want answers now. They want to find the firm that makes them feel like “they are on top of it.” Therefore, when a firm takes days to respond, they aren’t creating that sensation. Additionally, the likelihood is that the potential claimant reached out to other firms, so the first firm to make a good impression is going to win. Remember, you paid money to generate this lead, treat it as the valuable merchandise that it is. Contact the claimant and give them options to reach back out – some people prefer the phone, others email or text. And, remember to follow up often – just because someone hasn’t responded to you – doesn’t mean that they are uninterested. Life gets in the way and people get busy, follow up until you hear the word “no”.
Don’t Do: Lack written communications
Do: Communicate thoroughly and succinctly
Your word is your bond. And when your word isn’t clear, has misspellings, poor grammar and is lacking detail and an organized flow, your bond isn’t very compelling. Remember when you are writing in response to questions from potential claimants that just because you aren’t on the clock, doesn’t mean your responses shouldn’t be thorough. If you delegate the work to other members of your support staff, be sure to check their work. And, even better is to create standard responses to your most frequently asked questions. These ‘email templates’ are invaluable when responding to people you can begin with your standard responses and tailor them to that client. If you know from experience what their next questions are likely to be, answer them ahead of time. If you have the time and want to really make the effort, use marketing automation that enables quick, thorough and accurate responses to claimants and always gives them avenues to ask more information and makes them feel heard.
If you NEED to speak to your lead, make sure you spell that out in your communications so that they are willing to take your call or to call you directly. Some people will do a lot of things to avoid a simple phone call, so explain it and you might get further faster.
Don’t: Expect them to know your firm’s qualifications
Do: Let them know why your firm is the right choice to take on their case.
You might be the world’s greatest Personal Injury Attorney, you may have won hundreds of millions of dollars for your clients and you may have won attorney of the year. However, John Smith who was just seriously hurt by a distracted delivery truck doesn’t know this. There is a delicate balance between educating someone about your qualifications, bragging about them, and being incensed that they don’t know who you are already. Remember this in your written and spoken communications. Often leads are transferred to you from 3rd party lead generation firms and therefore your qualifications have yet to be communicated. You want these potential claimants to know they have the right person to defend them, and one that they can stand to work with for the next few months or longer. Make sure that your website and your email templates include short boilerplate language that highlights your qualifications, and is written for an everyday person. After you write this section DO get second and third opinions from those around you to make sure the voice you use is compelling.
Don’t: Forget to ask for the case
Do: Ask for them to sign, and make it easy to do (right now)
Once you have connected on the phone, or through email with your lead you can’t expect them to sign up immediately. However that doesn’t mean you shouldn’t try. You are “selling” your services, so in this instance you should think like a salesperson. You or your intake team should lead them to sign now if possible. And, if it is not possible now they should offer them ways to easily do so in the (near) future. Time kills deals in sales, and it also reduces the likelihood of a lead signing with you. The more time they have to shop, the more they will be ready to sign. Make it easy and logical to be the one they sign with. Many firms offer quick sign retainers via email and text that can be signed in a matter of seconds. Look into this technology and think of how much more quickly you could get to work once a lead turns into a case.
When you are ready to start SIGNING cases and stop chasing cases, make sure you check out the Legal TV Leads offering. We guarantee 50% conversion of our serious legal leads.
With a promise like this, there is nothing to lose – except wasted time on leads that don’t close. The Legal TV Leads team has worked for years to generate the highest quality cases for our clients and we are putting our money on it. We guarantee you will sign at least 50% or we’ll send you additional cases for free.
We have limited availability on these types of cases dependent upon your geographic area. There is no long-term contract so you can take advantage and do a single order to get started. Let us know if you’d like to discuss a small test for your firm just by clicking on the link below to schedule an introductory 15-minute call.
