Advanced Client Intake for Modern Law Firms

Presented by

Joshua Lenon, J.D. – Lawyer in Residence (Clio)

Michael Chasin, J.D./M.B.A. – CEO (Lexicata)

Instructor

Joshua Lenon• Lawyer in Residence at Clio• Attorney Admitted in New

York• @JoshuaLenon

Michael Chasin• CEO at Lexicata• JD / MBA from Loyola• @Lexicata

Agenda

• Organize your client intake (10 minutes)• Ethical conflict checks (15 minutes)• Modern intake tools eliminate errors (15 minutes)• CRM anticipates clients’ future legal needs (15 minutes)• Questions (5 minutes)

ORGANIZE YOUR CLIENT INTAKE

The Current Client Intake Landscape

1.All Focus on Case Management, Why No Intake Management?

2.Limited Use of Technology for Sales/Intake

• Very Cumbersome & Slow Approach (For Both Law Firm & Client)

• No Repeatable/Systematic/Scalable Processes

3.Systems Not Integrated (duplication of efforts)

Pitfalls of the Current Intake Landscape

1.Poor Client Experience:• Inefficient

• Frustrating

2.Bad Communication• Response Time/Type

• Misinformed

• Miscommunication

1.Disorganized:• Wasted Time

• Lost Revenue

• Likelihood of Malpractice

2.Lower Retention Rate• Lost Revenue

• Poor ROI on Marketing $

FRONT END (Client-facing) BACK END (Law Firm Operations)

Creating Your Intake Funnel

1.Speed, Organization, Needed Information

2.How/Where to Market• ABA Rule 7.2 (Advertising) & ABA Rule 7.3 (Direct Contact with Prospective Clients)

3.Ethical Rules/Conflicts Checks• ABA Rule 1.7 - Need to Maintain a Current Conflicts Check System

4.Assigning Roles/Responsibilities

5.Criteria for Evaluating Cases

What to Consider When Building Your Funnel

Have a Vantage Point

1.“The Rule of 7”

2.According to a Recent Harvard

Business Study:

• 35%-50% of leads are retained by

first responder

• 100x better chance if answered

within 5 minutes vs 30 minutes

Speed Matters

Make Sure to Capture Your Leads Into Your Funnel

1.Speed, Organization, Needed Information

2.How/Where to Market• ABA Rule 7.2 (Advertising) & ABA Rule 7.3 (Direct Contact with Prospective Clients)

3.Ethical Rules/Conflicts Checks• ABA Rule 1.7 - Need to Maintain a Current Conflicts Check System

4.Assigning Roles/Responsibilities

5.Criteria for Evaluating Cases

Your Firm Needs:1. A Systematic Way for Tracking Potential

Clients

2. To Track the Status and Type of Matter

3. A Way to Track Each “Touch Point”

4. Streamlined Communication within the

Firm

5. A Workflow Established for Each Type of

Matter

1

2

3

4

5

x

• Knowing More About Your Leads Will Increase Your

Conversion Rates

• Make Sure to Segment Contacts with Tags/Labels

• Ability to Filter/Search is Invaluable

ETHICAL CONFLICT CHECKS

4.3% of all malpractice claims arise from a conflict of interest

Profiles ofLegalMalpractice Claims: 2008-2011, ABA2012

Rule 1.7 Conflict Of Interest: Current Clients

(a) Except as provided in paragraph (b), a lawyer shall not represent a client if the representation involves a concurrent conflict of interest. A concurrent conflict of interest exists if:

(1) the representation of one client will be directly adverse to another client; or(2) there is a significant risk that the representation of one or more clients will be materially limited by the lawyer's responsibilities to another client, a former client or a third person or by a personal interest of the lawyer.

Rule 1.9 Duties to Former Clients

(a) A lawyer who has formerly represented a client in a matter shall not thereafter represent another person in the same or a substantially related matter in which that person's interests are materially adverse to the interests of the former client unless the former client gives informed consent, confirmed in writing.

Rule 1.10 Imputation Of Conflicts Of Interest

(a) While lawyers are associated in a firm, none of them shall knowingly represent a client when any one of them practicing alone would be prohibited from doing so by Rules 1.7 or 1.9…

(b) [.](2) [.](i) the disqualified lawyer is timely screened from any participation in the matter and is apportioned no part of the fee therefrom;

Centralizing Contacts to Avoid Errors

• Do not let contact information to reside in individual accounts or devices

• Sync contact information to central accounts- Including closed file information

• Store information in searchable formats• Document conflict checks searches

Conflict Checks in Clio

Conflict Checks in Clio

Ethical Walls in Clio

MODERN INTAKE TOOLSELIMINATE ERRORS

Information Collection

1.“The 1:100 Rule”

2.Think Through Who You Want Handling This Step

3.Strong Need to Collect Extensive & Accurate Information:• Avoid Malpractice

• Avoid Bad Clients/Bad Cases

4.Finding a Balance – Information vs Inconvenience• Law Firm & Client Time

• Unnecessary back-and-forth

• Disrupts the Building of Rapport

5.Develop a Repeatable/Scalable Process (think like a startup)

Retention Process

Time to Seal the Deal

• Remove All Barriers

• Get It Done Quickly

• Make It as EASY as Humanly Possible

• Clearly Communicate Next Steps (Manage Expectations)

CRM ANTICIPATES CLIENTS’ FUTURE LEGAL NEEDS

CRM & Future Legal Needs

• Only 30% of people with legal issues seek lawyers’ help- Primary means of selection was ‘prior direct experience.’

• Most cases include information identifying future legal issues- Ex. Dissolution of Marriage

• Wills and estates concerns• SMB structures• Real estate• Tax planning

Legal Checkups

ABA Commission for Legal Services: Issues Paper Concerning Legal Checkups:

• Identify legal issues, not to solve them

• Direct the user to appropriate resources

Planning Future Outreach

1. Have something important to tell them2. Get in touch3. Make it about the client4. Provide value, then seamlessly mine for data5. Follow-up

‘Business Development Lessons fromHannibalLector,’ BTIConsulting, September 24, 2014

Using Lexicata to Nurturing Your Relationships

1.Drip Marketing Campaigns

• Set up a series of automated emails to keep in touch with contacts

2.Managing Your Referral Network

• Thank You Notes

• Track Incoming/Outgoing Referrals

3.Your Previous Clients

• Your Previous Clients Can Be Your Best Resource for Referrals

• Mailing Lists

Conclusion

1.Track Your Clients

2.Convert Them Into Clients With Ease

3.Don’t Forget About Them Afterwards

“Don’t look at how Google can help you do

what you are already doing, just better.

Look how Google can open your eyes to

things that you never thought

were possible”

Google NPR Interview Quote

QUESTIONS?

Thank You

Joshua Lenon

• joshua@clio.com

• @JoshuaLenon

• Linkedin.com/in/joshualenon

• 1-888-858-2546

Michael Chasin