I thought last week might turn out badly.
Recovering from pneumonia, Thursday was my first day out of the house in more than a week. I went to Denver (about a 90-minute drive from the Ranch) to serve as a guest lecturer at Colorado Christian University. Little did I realize that the campus would be nearly deserted by the time I arrived. I was slated to teach a 300-level marketing class at 1:40 p.m. on the last day before Thanksgiving break!
Trudging across the vacant campus, I thought about all of the other things I might have enjoyed doing on this beautiful fall day, instead of driving to speak to an empty classroom. I was surprised to find a full classroom! Every single student showed up! We had lively interaction and several students stayed long afterward to ask questions in a discussion that ranged from the ethics of marketing to their fears about the job market. You can read more about their insights on Digital Marketing for Professionals here.
I won’t lie, though. Pneumonia will kick your butt and by the time I was ready to drive home, I was completely and thoroughly exhausted. Knowing I had to catch a 6 a.m. flight the next morning out to Newport Beach, CA to speak at the NAELA Summit … well … I thought it might all go badly.
NAELA Summit 2017
I arrived at the conference hotel around 10 a.m., feeling surprisingly well. It was great fun meeting up with old friends like Lisa Briley (InterActive Legal), John Shickich (ElderCounsel), and Tom Caffrey (Premium Software).
I was scheduled to speak at 4:30 p.m. on Friday afternoon – the last session before the weekend! As the day wore on and the crowd thinned out, that same feeling of dread I’d experienced the day before at CCU started to take over. I thought about all of the things I might have been doing instead of flying to California to speak to my own sales staff and a few of my closest friends!
And then a funny thing happened.
As I approached the podium, the room started to fill up. At first, just the front seats. And oh boy, was I relieved to see those early-arrivals! Before I knew it, the room was full. Then it was standing-room-only, and then people were filling up the doorway and spilling out into the hall.
Where did all these people come from, and why were they crowding in to hear me?
After a brief introduction, I asked two questions that would solve the mystery.
- “How many of you have a client intake process?”
Every hand in the audience went up.
- “How many of you love your process and think it delivers a great customer experience?”
Not a single hand in the air.
For the next hour, I shared what we have learned are the essential elements of success when implementing an automated, online client intake process. Then, from 5:30 until almost 8 p.m., we visited with attendees anxious to learn more.
Sure, I was exhausted. But what a great day!
Key Takeaways About Client Intake for Estate Planning and Elder Law
My takeaways from the experience?
- Client intake is a vital, but challenging issue for estate and elder law attorneys
- Most intake processes are broken and woefully outdated
- Improving the intake process for both the client and the law firm is a high priority
For those who were not able to attend the NAELA Summit, I have agreed to host a webinar on the same topic. I hope you will join us!
Automated Client Intake: Creating a Great Client Experience
12 noon (Central Time), Nov 28, 2017
In the digital age, client intake is key to new client engagement as well as practice efficiency. Sadly, most intake processes are broken, and automating a broken process just means you can fail faster than ever! In this session, Jennifer will show a process that works, define some of the key characteristics of an ideal client intake process, and address issues of concern for elder law attorneys, such as data security issues, intake automation, process efficiency and case management integrations.
After registering, you will receive a confirmation email containing information about joining the webinar.