Stop Calling Claimants Back — Why Intake Requires Immediate Action

 

Listen to the full episode here →

  

 

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In legal intake, speed isn’t a competitive advantage — it’s survival.

When a claimant calls, they’re giving you something far more valuable than time: their attention.

And attention is something you are not promised to get twice.

The Seven-Figure Case Lost Over Lunch

A law firm Gary worked with lost a seven-figure case because the attorney told intake to say:
“I’ll call them back after lunch.”
When she finally called, the client had already hired another firm.

They didn’t choose a better firm.
They chose a faster one.

Why Attention Is the New Currency

When someone calls your law office, they are prepared to give you their intention, vulnerability, urgency, and focus.
Once you lose that moment, it’s gone.

Saying “We’ll call you back” communicates one thing: You’re not important to us.

Intake Shouldn’t Have to Muscle the Line Alone

Intake reps are talented, but they’re not attorneys.
When the caller hesitates or fears being taken advantage of, the attorney’s voice might become the deciding factor.

If attorneys don’t jump in fast, you lose the case fast.

Escalation Isn’t Optional

The best firms live by one standard:
If you’re in trouble, escalate immediately.

Not because intake is failing — but because the case is on the line.

The Most Expensive Sentence in Law Firms

After reviewing thousands of calls, Gary has found the single most costly phrase in legal intake:

“We’ll call you back.”

It sounds harmless.
It’s actually catastrophic.

By the time you call back, your competitor will have already answered — and signed the case.

Final Takeaway

This market rewards speed, decisiveness, and escalation.
Stop treating leads like they’ll wait around.
Because they won’t.

Answer.
Escalate.
Close.

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