Maximum Lawyer Podcast Summary: "Are You Losing Clients Due to Poor Client Intake Practices?"
Release Date: March 20, 2025
Host: Tyson Mutrux
Guests: Vitus Chakotis and Steve Williams from Rise Up Media
Introduction
In the March 20, 2025 episode of the Maximum Lawyer podcast, host Tyson Mutrux delves into a critical issue facing law firms: client intake practices. Joined by Vitus Chakotis and Steve Williams from Rise Up Media—Maximum Lawyer's recommended partners for digital marketing and SEO—the discussion centers on how poor client intake can lead to losing potential clients, and strategies to optimize first impressions and reputation management.
Common Mistakes in Client Intake Practices
The conversation kicks off with an exploration of the most prevalent errors law firms make during the client intake process.
Becca Eberhardt, CEO at Maximum Lawyer, initiates the discussion:
“From your experience, what are the most common mistakes that you see law firms make with client intake?”
— [02:11]
Steve Williams identifies a primary issue:
“The biggest issue is not answering your phone... By the time you call somebody back after a three-hour courtroom, they've either hired somebody else or moved on.”
— [02:28]
Vitus Chakotis adds that inadequate tools, such as missing chat features or after-hours answering services, exacerbate the problem:
“If you're spending money on marketing and you miss potential clients because you lack the tools to engage them, it's like fishing without a hook.”
— [03:30]
Importance of Timely Responses and Technology in Intake
The duo emphasizes the necessity of immediate responses to incoming inquiries.
Steve Williams highlights the urgency:
“Nobody leaves a message. By the time you follow up, they've moved on. There's a 75% chance they've hired someone else if you don't return the call within three minutes.”
— [03:30]
Vitus Chakotis cites an example where failing to respond promptly resulted in losing a significant case:
“A personal injury firm missed a seven-figure case because they didn't have an after-hours answering service. They spent on marketing but couldn’t capture the opportunity when it knocked.”
— [05:00]
The guests discuss technological solutions like chat features and automated response systems that ensure potential clients are engaged even outside regular business hours.
Steve Williams mentions advanced chat services:
“There are chat services that monitor your phone calls and can send an immediate text or email within seconds of a missed call, achieving a 40-50% reconnection rate.”
— [06:32]
Training Staff for Effective Client Communication
Effective client intake isn't solely about technology; human interaction plays a pivotal role.
Steve Williams stresses the importance of how calls are handled:
“The person answering the phone is the second most important part of your law firm. They create the first human impression, which can make or break a client's decision to engage.”
— [07:49]
Vitus Chakotis shares real-life coaching scenarios to illustrate common pitfalls:
“For instance, a call from someone severely injured needed immediate engagement. The receptionist delayed responding, risking the case. Training staff to handle such urgencies is crucial.”
— [10:05]
Both emphasize the need for staff to sell the firm effectively during intake, making clients feel cared for and confident in the firm's capabilities.
Steve Williams advises:
“Make the client feel like this firm really cares about them. It’s about selling the firm’s expertise and building trust from the first interaction.”
— [13:07]
First Impressions Through Online Presence
Shifting focus to online first impressions, Vitus and Steve analyze how a law firm's website serves as the initial touchpoint for potential clients.
Vitus Chakotis underscores the importance of a professional website:
“Your website should tell the story of what you do, your experience, and provide easy contact options. An outdated website can tarnish first impressions before a client even calls.”
— [20:11]
Steve Williams adds that controlling the online narrative is essential:
“Ensure that your website appears as the top search result when someone Googles your name or your firm. Negative information should be pushed beyond the first page.”
— [20:30]
They discuss the value of video content on websites to humanize the firm and establish a connection with prospective clients.
Vitus Chakotis suggests:
“A short, authentic video can make clients feel as though they've already met you, fostering a sense of trust and familiarity.”
— [20:47]
Reputation Management and Reviews
Reputation management, particularly through Google reviews, is highlighted as a critical factor influencing potential clients.
Vitus Chakotis explains the impact of reviews:
“Google reviews affect your visibility in search results and local service ads. Consistently soliciting positive reviews can overshadow any negative ones.”
— [23:03]
Steve Williams emphasizes proactive management:
“If you have negative or outdated reviews, work to generate fresh positive ones to maintain a strong online presence.”
— [23:53]
They provide actionable strategies for maintaining a positive reputation, including automating review requests and responding promptly to feedback.
Vitus Chakotis shares:
“Automating the review process ensures that you consistently gather new, positive feedback, which is vital for sustaining a strong online reputation.”
— [23:34]
Recommendations and Tools
The guests offer practical recommendations for law firms to enhance their client intake and online presence.
- Implement Response Systems: Utilize chat features and automated systems to ensure no client inquiry goes unanswered.
- Train Staff Effectively: Regularly train receptionists and staff on handling calls professionally and empathetically.
- Optimize Online Presence: Maintain a professional, updated website with engaging content and video introductions.
- Manage Reputation: Actively solicit and manage Google reviews to control the firm's online narrative.
- Leverage Backlinks: Create profiles on reputable directories and social media platforms to boost SEO and push negative content down in search results.
Steve Williams encourages firms to take control of their online image:
“Ensure the top search results for your firm are positive and directly related to your website. This simple step can vastly improve your first impression.”
— [20:48]
Vitus Chakotis advises utilizing Incognito mode for unbiased online reviews:
“Use Incognito mode to accurately assess what potential clients see when they search for your firm, ensuring your best content is prominently displayed.”
— [29:05]
Conclusion
The episode wraps up with Vitus and Steve offering their services for firms seeking to improve their client intake and online presence. They provide insights into where law firms can find expert assistance and encourage listeners to reach out for personalized consultations.
Vitus Chakotis concludes:
“Feel free to reach out to us for a free, no-obligation consultation. We’re here to help you identify gaps and implement effective solutions.”
— [34:15]
Steve Williams adds:
“We offer unbiased opinions on marketing strategies and can connect you with other firms facing similar challenges to share solutions.”
— [34:09]
Key Takeaways:
- Responsive Client Intake: Immediate engagement with potential clients is crucial to prevent losing them to competitors.
- Effective Use of Technology: Implementing chat features and automated response systems can enhance client engagement.
- Staff Training: Well-trained staff are essential for making positive first impressions and effectively communicating the firm’s value.
- Online Optimization: A professional, up-to-date website and strategic online presence are vital for attracting and retaining clients.
- Reputation Management: Actively managing reviews and online content ensures a strong, positive reputation that attracts clients.
By addressing these areas, law firms can significantly reduce the risk of losing clients due to poor intake practices and establish a robust foundation for growth and client satisfaction.