The Worst Intake Call I Ever Heard (and What It Taught Me)

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Every week, I review intake calls from firms across the country. Most are fine. Some are great. But every so often, I hear a call that makes me cringe—and reminds me exactly why intake is broken in so many firms.

This month, I heard one of the worst calls yet. Here are five mistakes that stood out—and the three lessons your firm must apply if you want to avoid the same outcome.

5 Painful Intake Mistakes

1. No Introduction – The intake specialist never said their name, never offered a warm greeting. Intake isn’t interrogation. It’s about connection.

2. No Decision, 20 Minutes Later – After a long call, the prospect was told, “We’ll get back to you.” That’s unacceptable. Clients deserve clarity within minutes, not limbo.

3. Missed the Obvious Case – This was a clear PI case, but instead of empathy, the rep dove into data collection. The human connection was lost.

4. The Worst First Question – Starting with “How did you hear about us?” puts the firm first instead of the client. In 2025, that question should never lead (or even be asked!).

5. Asking the Client to Do the Work – Telling a prospect to go get their own police report or records creates friction. People want ease and help, not homework.

3 Overarching Lessons

1. Lead with Humanity – Start with your name. Show empathy. Intake is about connection, not cold data collection.

2. Make Decisions Fast – Clients want certainty. And they want it FAST. If you can take the case, say so quickly.

3. Remove Client Friction – Never make prospects do heavy lifting. Your role is to make their life easier from the very first call.

Final Takeaway

The worst intake call I’ve ever heard was painful—but also a gift. It’s a reminder of what not to do, and a wake-up call for firms that think their intake process is “good enough”.

Every call is a chance to win or lose trust. In 2025 (and beyond), the firms that win are the ones that lead with humanity, make decisions fast, and take the burden off the potential client.

Watch or listen to the full episode above. ⬆️