In this episode of the “Behind the Bench” podcast, the host, Josh Konigsberg, interviews Chris Mullins, the founder of IntakeAcademy.com, about her extensive 30-year experience in law firm intake and conversion optimization. Chris emphasizes the importance of empathy, communication, and mindset in handling client calls in law firms. She shares insights on training intake specialists and attorneys to focus on understanding and addressing the emotional pain points of clients, which is crucial for improving conversion rates.
Chris highlights the common mistakes law firms make in their intake process, such as treating intake staff as mere receptionists rather than trained specialists who play a crucial role in client conversion and retention. She discusses the significance of listening to call recordings for staff training and feedback, stressing that this practice can enhance a firm’s conversion rates by a minimum of 20%.
Throughout the podcast, Chris shares practical tips and strategies, including hiring the right people, whether in-office or virtual, and investing time and resources in training and monitoring intake processes. She advocates for a mindset shift in law firms to view intake as a 24/7 sales team and an integral part of marketing.
The discussion also covers various aspects of managing and improving law firm operations, from leveraging technology like call recording to building an effective in-house or virtual team. Chris’s approach is holistic, focusing on the technical aspects of intake and building relationships and trust with clients, which is paramount in the legal industry.
