Why Client Acquisition Matters
When does a client become a client? Is it when they sign a retainer agreement? Or is it earlier, when they come in for their initial consult or look up your firm’s website? Client interactions begin earlier than you think. Providing amazing client experiences from the start can lead to happier clients, positive reviews, and more referrals, but legal clients are still frustrated by delayed follow-ups and inconsistent processes. Michael Chasin, General Manager of Clio Grow, and Jennifer Reynolds, Owner of Fresh Legal, explain the ins and outs of client intake and acquisition—and why paying close attention to the client intake process is critical for building trust with clients. Jennifer shares some of the success that’s resulted from improving client intake at Fresh Legal, and both her and Michael share their tips for testing, evaluating, and improving law firm client intake processes.
