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You got the yes. The client signed. Now what?
For most firms, the next move is… silence.
In Episode 10 of The Intake Playbook Podcast, Gary Falkowitz explains why what happens after retention matters just as much as the intake process itself.
Why Welcome Calls Are Essential
Think of it like this: The reassurance your intake team gave them was just enough to say yes. But it wasn’t enough to keep them.
The moment that solidifies the relationship? When a lawyer calls.
Not a paralegal. Not a voicemail.
A lawyer. Live. Within 24 hours.
“They Signed—Aren’t We Good?”
No.
Not until they hear from a lawyer.
Gary sees it all the time:
A client signs… and within 3 days, they call back to say,
“I found another firm. Please remove me.”
Why?
Because no one welcomed them to the firm. Because they felt like just another number.
The CRM Already Knows. Do You?
Every firm has a CRM that tracks new clients. If you know who signed yesterday and you didn’t call them today, that’s on you.
🔹 Create an alert.
🔹 Build a checklist.
🔹 Assign the call.
Just don’t ignore it.
Final Takeaway
Clients don’t need a full case strategy on Day 1. They need a voice. They need to feel like someone important knows their name.
Make the call. It might be the most valuable 3 minutes of your entire case.
Watch or listen to the full episode above.