To Sign a Lot of Cases, Begin Thinking Like a Hungry Attorney

hungryOne of the conclusions that I’ve reached as a client intake expert 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).

When you are a hungry attorney and money is needed (not only wanted), there is nothing going to stop you from converting a claimant into a client. And it’s that attitude that propels many to success.

Here’s the problem: As we become successful, clients no longer become needed. They only become wanted. That change in mentality breeds content. And that contentment reveals itself in the way we handle our leads. Simply put, there is a HUGE difference in the way we treat our INTAKE process when we only want to sign clients.

Don’t believe me? Start opening up some Intakes that you wanted to sign and failed to do so. Look at the attempts that you made. Look at the follow-up frequency. Listen to what was said to the caller. Look at your response time. Would a hungry attorney have done the same thing? We both know the answer.

I’m a strong believer that you can immediately start to sign A LOT of cases if you start to spend A LOT of money. But I’m an even stronger believer that if you want to maximize your sign up percentage, you need to begin thinking like a hungry attorney. And you need to start implementing procedures that are consistent with this mentality. Don’t believe me? That’s okay. Look over your shoulder. Here comes a hungry attorney looking to sign the same claimant you are. Good luck!

Gary FalkowitzAn attorney and intake expert, Gary Falkowitz is the former Managing Attorney at Parker Waichman LLP. Today he is the Managing Partner at the FalkowitzLaw Firm in New York, and Founding Attorney at Maximum Intake Consulting, Inc. He can be reached at (844) 629-4682 in New York.

It’s Time to Listen to Your Intake Calls

answer phone woman holds phoneThere 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. I sit here, hundreds of calls later, with the following conclusion: It was worth every second!

There is no greater reality as to how good your staff is on the phone and how well they handle claimants than listening to them. And I don’t mean standing over them and hearing what they say in our presence.

Recording their conversations

We all know that our presence will only cause them to act differently. Rather, I mean recording their conversations and listening to them (Note: Be sure this is admissible in your State). But it doesn’t stop there. Unfortunately, most of us (including myself) need to make mistakes in order to realize the correct path, regardless of how many times we’re told of the potential outcome.

And the same goes for our intake staff. They need to hear themselves on the phone and be embarrassed by their performance in order to actually learn from it. And, learn they will. Once your staff realizes that they’re being monitored, accountability begins to set in… which means better results!

Note that hearing your staff on the phones is addictive. Why? Because there are probably issues with an overwhelming majority of the calls. And the more issues there are, the closer you get to maximizing your revenue.

Don’t get intimidated…Get Motivated!


Gary FalkowitzAn attorney and intake expert, Gary Falkowitz is the former Managing Attorney at Parker Waichman LLP. Today he is the Managing Partner at the FalkowitzLaw Firm in New York, and Founding Attorney at Maximum Intake Consulting, Inc. He can be reached at (844) 629-4682 in New York.

 

The Need For An Effective Answering Service

man answers many phonesBy Gary Falkowitz, Esq.

I’m a little surprised that I am blogging about this topic but given all 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. So how do you prepare for this? The simple answer is make sure you have a live person available to speak with them at anytime. But it doesn’t stop there…

Assuming you use a call center as an answering service for weeknights or weekends (which you should), you must make sure that it has the capability to live-transfer certain calls to someone in your office should the call meet certain criteria. There’s more…

Preparing your answering service with the appropriate questions to ask, statistics to convey, answers to frequently asked questions and knowledge about how your firm handles its cases will give you the upper hand.

When it comes to vendors, specifically ones like an answering service, accountability is huge. And the only way to ensure that they are adequately accountable is by assessing their work-product. This requires you to:

  • Read their intakes
  • Listen to their calls
  • Determine how quickly they are picking up the phone.

Reminder: Our profession is beyond competitive and you must treat it that way. Preparation and execution will separate you from your competitors. Closing the deal is of utmost importance and one of the ways you close the deal in our industry is by ensuring that your answering service is firing on all cylinders.


Gary Falkowitz is the Principal at The Falkowitz Law Firm in Garden City, NY. The former managing attorney at Parker Waichman LLP, he is the CEO of Maximum Intake Consulting, Inc.