Published by: Raquel Gomes | October 23, 2025
Your client’s first impression starts long before they meet you.
It starts the moment they pick up the phone.
And whether that call leads to a signed case or a lost opportunity depends on one thing: how your intake process feels.
We’ve listened to thousands of intake calls through Stafi Live, and one thing is clear: small mistakes can cost law firms big. But the good news? They’re all fixable.
Let’s break down the most common ones (and how to turn them into your superpower).
Imagine this: someone calls your firm and says, “I was just in an accident.”
And your intake rep jumps straight into, “Can I have your name and number?”
Technically correct. Emotionally tone-deaf.
Legal intake isn’t just about data collection; it’s about connection.
When someone’s been through something stressful or painful, acknowledgment matters.
A simple:
“I’m so sorry that happened to you. I’m glad you’re okay. Let’s get you the help you need.”
…can make that caller feel seen. And people don’t hire law firms they don’t feel connected to.
Fix it: Train intake specialists to lead with empathy before they lead with questions. It’s the easiest way to stand out in a crowded market.
Nothing makes a client feel dismissed faster than having to repeat themselves.
If a caller says, “My accident was last Friday,” and the next question is, “When did it happen?” — you’ve already lost a bit of trust.
This happens when intake feels robotic, just checking boxes instead of listening for meaning.
Fix it:
Encourage active listening.
- Repeat key details back (“So this happened on Friday, near downtown, right?”).
- Avoid interrupting.
- Take notes smartly, don’t let your script overpower your attention.
At Stafi Live, this is one of the first things our reps learn: listen to understand, not to respond.
You can have the most polished script on earth, but if it’s delivered in a flat tone, you’ll sound like a call center, not a law firm.
Clients can hear warmth, energy, and care through the phone.
They can also hear boredom.
Fix it:
Smile when you speak. (Yes, it works.)
Keep your tone friendly, calm, and confident.
If you wouldn’t want to talk to “that version” of you for five minutes, neither would your caller.
At Stafi Live, every intake specialist is trained using our Coaches and Stafi University to sound like your firm’s voice, not a monotone machine reading lines.
If your intake rep sounds like they’re taking the call from a cafeteria or a traffic jam, your credibility goes out the window.
Noise, echo, or muffled audio can make even the most professional rep sound unprepared.
Fix it:
- Use noise-canceling headsets
- Keep background noise minimal
- Always test audio before starting a shift
When a caller hears a clear, calm voice, it feels like they’re in good hands.
You’d be surprised how often this one happens.
Mispronouncing the attorney’s name, not knowing what type of cases the firm handles, or hesitating when describing services, those tiny slip-ups make a huge impact on trust.
Fix it:
Every intake specialist should know:
- The law firm’s full name and how to pronounce it
- The attorneys’ names
- Practice areas and service locations
- Key selling points (“We’ve helped hundreds of clients just like you”)
When your remote legal staff sounds confident, your firm feels trustworthy.
In legal intake, speed isn’t a luxury; it’s a dealbreaker.
If a potential client leaves a voicemail or sends a form inquiry and doesn’t hear back within minutes, they’re probably calling your competitor next.
Fix it:
Use a 24/7 answering and intake service (like, you guessed it, Stafi Live).
Our bilingual specialists answer in real time, even after hours, weekends, and holidays, so no client is left waiting when they need you most.
Every firm wants more clients. But the truth is, most firms don’t need more leads; they just need to stop losing the ones they already have.
When your intake process is empathetic, consistent, and fast, clients notice.
And that’s what turns one-time callers into loyal advocates.
At Stafi Live, we train every specialist to bring warmth, professionalism, and attention to every call, because that’s what wins clients in 2025.
Book a free Demo with our Stafi Live team and get personalized feedback on your process, what’s working, what’s costing you clients, and how to fix it. You can also call our 24/7 line to learn more: (786) 891-5619.