Maximum Intake Blog

Tuesday, June 28, 2016

Success Breeds Content

One of the general conclusions that I’ve reached as an Intake Expert/Consultant is that as we become more successful, we move away from what brought us success in the first place. Most successful personal injury attorneys started out hungry. And that hunger resulted in hustling. And I mean the type of hustling portrayed in the movies: Hospital visits, hand-holding, personal relationships, strong customer service… (you get the picture).

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Monday, June 6, 2016

It’s Time To Listen!

There are black holes all over the place when it comes to our Intake. But in order to fill them, we need to find them. One of the biggest black holes that I’ve uncovered for personal injury law firms throughout the country is how new calls are handled. Unless you’re listening to the calls, you have no idea how much you’re leaving on the table. I remember sitting in your seat as well and considering whether it was worth my time, as an attorney, to listen to my staff’s calls.
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Tuesday, May 31, 2016

The Boiler Room Scene That Our Profession Can Learn A Lot From


If you’re not familiar with this scene and/or movie, go rent/dvr/purchase the movie right now. Seriously, go watch it. Without ruining it for you, the movie focuses on an illegitimate brokerage firm. Allow me to make something very clear. I do not condone the shady dealings of a fake brokerage firm nor do I think they are anything like the integrity that our profession prides itself on.
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Tuesday, May 24, 2016

The Need for a GREAT Answering Service

I’m a little surprised that I am blogging about this topic but given all of the conversations that I’ve had with attorneys throughout the country, I believe it’s necessary to discuss. We are living in an age where we expect immediate results. The idea that people are patient or willing to wait for someone to get back to them is outdated and foolish. In this same regard, when someone is considering hiring an attorney and they actually pick up the phone to speak with a law office, they are not just looking to have a conversation, they are looking to move forward. Moreover, because the internet is “open 24/7”, it is very likely that a potential claimant may find your firm at a random hour, which means they may actually call your firm at a random hour.
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Monday, May 16, 2016

Monetize Your Referrals and Increase Revenue!

In most jurisdictions, attorneys are more than happy to honor referral fees for new clients. Ignoring for the moment each State’s requirements to earn an attorney’s fee or to be considered co-counsel, something has become all too familiar to me as an Intake Consultant. We (our industry) are not adequately monetizing the referral aspect of our business. What do I mean? In its most simplistic form, we are not trying to refer cases to co-counsel nearly as much as we could (and should), which means we are limiting (or altogether avoiding) another source of revenue. Moreover, we are leaving our would-be clients without any recourse!

There’s a certain saying that I believe law firms should abide by:

Just because my firm isn’t interested in the case doesn’t mean that another firm isn’t.
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Tuesday, May 10, 2016

Attorney Involvement At Intake

As someone who has consulted law firms throughout the country on their intake and focused on this area for the last five years, one of the most frequently asked questions that is posed to me is "How much involvement should my attorneys have with intake?" I’ve heard both sides of the argument. For instance, some people believe that attorneys should stay away from handling intake because:

  1. Attorneys will avoid having a conversation with someone who may not have a meritorious claim;
  2. Attorneys (or their employer) would rather focus on litigation; or
  3. Attorneys look at Intake as an administrative or support staff responsibility.

In my opinion, and from my experience, attorneys should and do have a role with Intake. But not as an intake specialist; rather as The Closer. At the end of the day, your law firm needs to treat every qualified lead as someone who understands that they have a valuable claim and someone who knows that they have choices in choosing the right law firm. Once you realize this, you should draw two very quick conclusions:

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Tuesday, May 3, 2016

Start Managing Your Intake

If your firm is spending money to make the phone ring… wait, let’s rephrase this… If your firm is acquiring leads (it doesn’t matter if you’re spending money for those leads), you better be certain that you are handling those leads appropriately. And if you are a member of a larger firm (acquiring 20+ leads per day), you can’t just assume that your law firm is doing what it’s supposed to be doing. It’s imperative that you frequently assess the 30,000-foot view perspective. As someone who has consulted law firms throughout the country, and who has focused on the area of law firm intake for the last five years, it has become exceedingly clear to me that law firms are leaving a lot (of cases and money) on the table. How? By not maximizing the front-end of their business.
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