You’re spending money on marketing. People are finding you. But between the first call and the signed retainer, something is going wrong — and it’s costing you cases you should be signing.
Most B2C law firms try to fix intake by buying technology. New CRM. New chat widget. New form builder. Six months later, the software is half-configured, the team is using workarounds, and the same leads are falling through the same cracks.
The technology wasn’t the problem. The firm bought a tool without first understanding what was broken. That’s like hiring a new receptionist to fix a process that doesn’t exist yet.
The technology can help – but only after you’ve diagnosed what’s actually broken, redesigned the process, and prepared your team for the change.
How I Work With Firms
I help B2C law firms fix their intake process through a structured engagement designed to deliver results – and hand you a system you can run independently when we’re done. The engagement has three phases. Each builds on the last, but the assessment stands alone if that’s all you need.
Phase 1: Intake Assessment
I start by documenting what’s actually happening – not what people think is happening. I map your intake process end-to-end, review calls, audit scripts and forms, measure response times, and track where leads drop off and why. I also mystery-shop your firm: calling as a prospective client, submitting your web form, trying your chat at 8 PM. You experience the results. The entire assessment is done remotely, which means no travel costs and no disruption to your office.
You get a written assessment with prioritized findings and a clear roadmap for what to fix first.
This phase stands alone. If all you need is an honest diagnosis and a plan, that’s a complete engagement. Most firms choose to continue.
Timeline: 2–3 weeks
Investment: Starting at $3,500 USD for a solo or small firm with straightforward intake. Scales with firm size, number of practice areas, and channel complexity. Quoted after a 30-minute discovery call.
Phase 2: Process Redesign & Implementation
Based on the assessment, I redesign your intake workflow: who does what, how leads are qualified, what the scripts say, how handoffs work, and what tools you actually need. I help you select and configure the right technology for your budget – sometimes that’s a CRM, sometimes it’s a well-built spreadsheet.
The deliverable is a documented, implemented intake process with standard operating procedures your team can follow.
Timeline: 4–8 weeks
Investment: Typically $5,000–$15,000 USD depending on firm size, practice area complexity, and technology needs. Scoped and quoted based on assessment findings.
Phase 3: Training, Coaching & Handoff
A new process only works if your team knows how to run it. I train your intake staff on the new workflow, scripts, and qualification criteria. I coach them through live calls. For firms that charge consultation fees, I work specifically on conversion skills – communicating value, handling objections, and booking paid consultations.
The engagement ends with a defined handoff: your leadership team has the documentation, the training materials, and the coaching framework to maintain the system going forward.
Timeline: 4–12 weeks
Investment: Included in a full engagement, or available as a standalone add-on starting at $3,000 USD.
Full engagement (all three phases)
Typically $10,000–$20,000+ USD. I right-size the solution to your budget. Not every firm needs a full technology suite on day one. Some firms need to get more out of what they already have before spending another dollar on software.
Why an Outside Advisor
Your marketing team is smart and capable. But they’re inside the firm, navigating relationships and politics every day. When an internal marketer maps the intake process and identifies leaks, it can feel like finger-pointing. The receptionist gets defensive. The partners push back.
An outside advisor removes that dynamic. I’m assessing a process, not criticizing people. The findings carry different weight when they come from someone who’s done this across multiple firms and knows which problems are universal.
There’s also the practical reality of time. An intake overhaul is a significant project. Your in-house team doesn’t have the bandwidth to take it on properly while managing everything else. What might take months of trial and error internally, an experienced advisor can assess and plan in weeks.
What Changes When Intake Works
- More inquiries become clients because you respond faster and make it easier to say yes
- Your team stops chasing dead ends and focuses on cases that fit
- You know which marketing channels bring in your best clients – not just the most leads
- Potential clients can sign agreements from their phone
- Your intake staff has a system that makes their job easier, not harder
- You stop losing the leads you already paid for
Who This Is For
I work with B2C law firms across North America – personal injury, family law, immigration, estate planning, employment, bankruptcy, and other consumer-facing practices. Solo practitioners to firms with 10–15 lawyers. The common thread: you’re investing in marketing but not converting at the rate you should be.
Learn More
I’ve been writing about intake strategy for B2C law firms. If you want to understand the thinking behind this service before we talk:
- Why B2C Legal Marketers Need to Own the Intake Conversation
- How to Get a Seat at the Intake Table When Nobody Invited You
- What Your Intake Technology Should Actually Do at Every Stage
- I Love a Good Mystery: Intake Never Disappoints
- Why Your Law Firm’s Intake Process Could Use an Outside Advisor
Let’s Talk
A 30-minute discovery call is all it takes to determine whether an intake assessment makes sense for your firm. No pitch, no pressure — just an honest conversation about what’s happening with your leads and whether I can help.
Prefer to call? 877-593-0505