Client intake optimization is the building of a process designed to manage leads so that they will have a high likelihood of becoming a client. The linchpin and key to this strategy is immediate response time(s), across multiple communication channels, and diligent follow-up, to any incoming potential client inquiries. This is a huge challenge for many firms. The primary challenge is the fact that these firms do not have a response strategy in place.

Response time strategy is an old problem that has plagued law firms for nearly a decade. This Harvard Business Review article outlines the challenges back then that are still challenges today.

An important example of response challenges is found in the daily incoming phone calls a firm receives. Many businesses don’t have the luxury of a dedicated staff person to answer incoming calls. Those firms that do have a point person in place often times rely on a general receptionist who simply transfers calls to the staff who can help the caller. The system breaks down resulting in lost opportunities if that staff person is away from their desk, out to lunch, or in a meeting. The caller is jettisoned to voice mail and is left wondering when and if they’ll get a call back. Technology has created an “instant need to know and be heard” evolution amongst consumers which ratchets up consumer expectations placing pressure on businesses to immediately, in real time, connect and communicate with these potential clients. Without a proper and rapid response, and continued communication, it is likely that the prospective client will move on, never to be heard from again, and continue their search with one of your competitors.