Why Convenience Wins Over Quality at the Intake Stage

Watch the full episode above or listen here →

What if I told you that your law firm could lose a great client, not because of your experience, your results, or your fees, but simply because you put them on hold?

In Episode 7 of The Intake Playbook Podcast, Gary Falkowitz shares a personal story about ordering a bagel—and how that small frustration mirrors what potential law firm clients go through every day.

The Bagel Shop That Blew It

Gary ordered breakfast from his favorite local bagel spot. He was patient on the phone. He repeated his order multiple times. And after picking up his coffee and walking in to get his food… the order was gone.

They asked him to reorder and get back in a long line. So he left.

And the only reason he gave them another chance the next day?

They were the only bagel shop on his route.

Unfortunately For You, Your Law Firm Is Not the Only Bagel Shop

Unlike that bagel shop, your firm doesn’t have the luxury of being the only option. If you delay, confuse, or inconvenience a potential client, they won’t wait. They’ll call the next firm on the list.

That means every friction point in your intake process, every time you:

🔹Put someone on hold
🔹Ask them to call back later
🔹Require them to find documents before you decide
🔹Refuse to escalate when needed

…is another opportunity for the potential client to walk away.

They Want Help—Fast

Clients don’t care about your credentials. They care about clarity.

They’re asking:
Can you help me?
How fast can you tell me?

That’s it.

Final Takeaway

Convenience beats quality in today’s legal world. If working with your firm is even slightly inconvenient, the potential client is gone.

Want to grow? Make intake effortless.

Watch or listen to the full episode above.