In this blog, we feature insights into the important role client experience plays in case acquisition.

We know that a satisfied and happy client will lead to a higher frequency of case acquisition. But how do you make your clients happy at the intake phase? It starts with the quality of your intake team.

Intake specialists are likely the first human contact that a potential client will have with your contingency fee law firm. Not only should they be able to ask the right questions to qualify a case, but they also need to have the interpersonal skills to make a potential client feel heard and cared for. In this way, they show that your firm sees its clients as people, not just case fees. An intake specialist with an empathetic disposition and comforting tone of voice builds trust, leading to a client choosing your firm instead of a competitor.

Understanding your clients’ needs is just the first part of the puzzle. “The attention span of an individual today going online, looking for representation is less than two seconds,” noted Peter Webb, founding member and senior vice president of Scorpion.

Watch the video above, featuring Peter Webb, as he discusses the best way to improve your firm’s client experience in order to improve case acquisition and retention.

This blog is part of Esquire Bank’s webinar series “Bold Moves: Growing Your Contingency Fee Law Firm”. To view more “Bold Moves” topics, click below:

• Bold Moves: The Importance of an Effective Intake Strategy

• Bold Moves: Improving the Quality and Quantity of Your Intakes

• Bold Moves: How Many Intake Specialists Should You Employ?