Fix Your Law Firm Intake System & Fuel Your Growth Before Spending on AI Tools

How to Fix Your Law Firm Intake System – Is your law firm losing leads because of a broken intake system? In this episode of The Optimized Law Firm Podcast, Patrick Carver is joined by Wendy Wylde of Matter Flow Advisors to uncover how intake inefficiencies quietly sabotage growth—no matter how great your marketing is.

You’ll learn why intake is the secret weapon to scaling past $1M, how to build a documented and automated system, and what tools and team structures actually work in the real world. If you’re tired of missed calls, dropped leads, and underperforming CRMs, this episode delivers the blueprint for change.

Topics Covered:

• Why marketing and intake must work together to generate real ROI

• How to build a reliable intake system that converts leads to clients

• The five non-negotiables every law firm intake process must have

• How to document your intake process (and why that’s the most important first step)

Three Main Takeaways:

1. Marketing Without Intake Is Wasted Money
   Even the best marketing campaigns won’t produce results if your firm can’t convert leads into clients due to poor intake systems.
2. Your CRM Is Not Your Intake System—Until It’s Set Up Properly
   Buying a CRM isn’t enough. It needs to be customized, automated, and integrated with your intake process to actually help your business.
3. Automation and Documentation are Key
   You don’t need AI to fix your intake—you need a solid, documented process and basic automation to increase efficiency, scalability, and conversion rates.

Fix Your Law Firm Intake System And Fuel Your Growth Before Spending on Ai Tools

00:00:00:11 – 00:00:33:29
Patrick Carver – Constellation Marketing
Welcome, everybody and get get going on this webinar. We really appreciate you taking the time out of your day to join us and we’re really excited. This is we’ve been doing webinars for a while. This is actually the first one where we’ve we brought somebody in and we’re really excited to have her. We’ve got Wendy Wild, who is the CEO of Matter Flow Advisors, and we have a we had a really good turnout as far as folks, you know, showing interest in this and signing up.

00:00:34:01 – 00:00:59:17
Patrick Carver – Constellation Marketing
So I think, you know, we’ve we’ve definitely this is definitely a topic that is very important to a lot of people right now. And I think due to a variety of factors, it’s becoming increasingly important to have a really dialed in intake process. For the sake of your business. And so we’re going to cover just kind of as a roadmap for today.

00:00:59:17 – 00:01:32:23
Patrick Carver – Constellation Marketing
I’m going to talk a little bit about kind of the relationship between marketing, marketing and intake and why we feel it’s it’s so essential to having success on on the marketing side and kind of how those two can can work together. And maybe talk a little bit too about just how the markets changing and why it takes even more important for that now and then we’re really going spend a lot of the time with Wendy and Wendy is the expert on intake on CRM.

00:01:32:25 – 00:02:07:27
Patrick Carver – Constellation Marketing
So she’s going to be able to really give you some practical ideas about how to implement this, because I think everybody knows that they need a good intake system, but that can vary. And people’s idea of what what happens then really, you know, is is across the spectrum. And what we see often is that this job gets delegated to somebody in the office with maybe no experience and you’re busy doing cases, you’re busy, you know, being a lawyer and your intake system is is maybe not that great.

00:02:07:29 – 00:02:42:01
Patrick Carver – Constellation Marketing
So we’re going to cover all of that. And so really excited to get started. And if you just joined us, welcome. And my name’s Patrick Curran, CEO of Constellation Marketing, and pleased to have with us Wendy Wilde with Matter Flow Advisors and we’re going to fix the intake. So let’s get let’s get to it. So I talked a little bit about Wendy and you’ll you’ll get to hear directly more about her, but she can, you know, weigh in real quick just as an introduction.

00:02:42:01 – 00:02:57:25
Patrick Carver – Constellation Marketing
But we’re we’re really excited to have Wendy with us. And maybe you could just give us the Cliff note version and then we can talk more about it as we get going with your your slides. But, hey, when did you want to just tell us a little about your business? Tell a little tell us kind of your background.

00:02:57:27 – 00:03:20:24
Wendy Wylde – Matter Flow Advisors
Yeah, certainly. So I started Matter Flow Advisors about two years ago after working for a CRM, a legal CRM, specifically automatics, and I’d worked for them for two years and realized that there was just a huge need for law firms to get extra custom care when setting up their crimes and their intake systems. And so that just really resonated with me.

00:03:20:24 – 00:03:53:10
Wendy Wylde – Matter Flow Advisors
I loved the ability to help our customers see the way their intake was working and how it could be improved to to increase revenue, to make life easier, to increase work life balance. And I think the thing I, I love the most about it is because I’m also a business owner, a small business owner, and because I do the same kind of work that you do, the way I grow my business and the way I set it up has informed so much of the way I can relate to you as lawyers and your service delivery and what happens after that.

00:03:53:17 – 00:04:09:10
Wendy Wylde – Matter Flow Advisors
And and now I’ve just had practice with, I think upwards of 65 to 70 firms like stepping in and helping them with their intake process so that it can grow and they can grow. And it’s just such a great experience. I love the work that I do, so I’ll give it back to you.

00:04:09:10 – 00:04:38:03
Patrick Carver – Constellation Marketing
Patrick Excellent. We are thrilled to have you. And so, you know, one of the big issues I see that, you know, I think when he’s gonna be able to talk about and you know why I think she can be such a great asset for law firm owners is that there’s really often this big disconnect between the CRM and actually implementing it and making it function in a way that that actually helps your business.

00:04:38:03 – 00:04:55:22
Patrick Carver – Constellation Marketing
Because what I see a lot with folks that you know, that we’re in touch with is that they get a CRM, it’s got all of the features, it’s got all the automations, and then it just sits there, right? And it’s up to one person in the office. Try and figure all of that out. Ends up collecting dust and doesn’t really work.

00:04:55:22 – 00:05:16:08
Patrick Carver – Constellation Marketing
And so this is all about practical ways to like make that actually function for you as a business owner and ultimately accomplish what the main goal is, which generate more revenue. And you know, in live a have a better existence with your business so that it’s you know it’s more on your terms it’s it’s not stressful and you know you can you can build the firm that you want.

00:05:16:08 – 00:05:54:28
Patrick Carver – Constellation Marketing
So just to 2 seconds about us if you’re not super familiar with us. Constellation marketing is our business. I started as about ten years ago to help my dad, who is a criminal defense attorney, and since then we’ve helped hundreds of law firm owners. We’re really proud of the business we built. We were just named to the INC 5000 of one of the fastest growing businesses in the U.S. But the stat that makes me the most happy is over the past year, in 2024, we had a 98.7 retention rate, largely because we have the ability and consistently build grow ROI for for our clients.

00:05:55:00 – 00:06:26:12
Patrick Carver – Constellation Marketing
So I’m going to talk specifically about the connection between marketing and intake. And so what we see a lot is that when we turn on the marketing and especially when it starts to get going, we run into some problems with with our clients because in a lot of situations, especially with something like advertising, we’re able to turn ads on and get those leads coming in pretty quickly.

00:06:26:18 – 00:06:51:20
Patrick Carver – Constellation Marketing
But if you are not set up to handle those leads, it’s it’s a mess and it’s ultimately a big waste of your money by paying for these leads. And in the way the cost structure is going, the cost of advertising leads increasingly is going up and up. And so, you know, those leads, if you’re in the P.I. space, may cost you $500.

00:06:51:20 – 00:07:27:20
Patrick Carver – Constellation Marketing
Maybe maybe even more if you are not picking up the phone immediately when those folks call. And not only that, but delivering a really good, robust presentation about why someone should choose your business over over the others. You’re in a really bad spot and you’re essentially throwing money out the out the door. And we’ve been in this situation where, you know, we get feedback as a business that, hey, the you know, the marketing is not working and we will audit this and go and look at how many calls we’re generating, how many leads we’re generating.

00:07:27:22 – 00:07:54:14
Patrick Carver – Constellation Marketing
And more often than not, it’s a problem with the phones not being answered or after hours. Those calls are going to voicemail and not getting called back until two or three days later. And so it’s a lot of just kind of duh type of, you know, type of issues that come up. But it continues to be shocking to me how many people don’t invest any time in that.

00:07:54:14 – 00:08:16:18
Patrick Carver – Constellation Marketing
And what we’re going to fix for you today and give you a roadmap for how you can implement this in your business, what you need to set up and get a get that baseline of the best practices that you know, top law firms are out there utilizing to get as much value as possible from from your marketing spend.

00:08:16:21 – 00:08:38:13
Patrick Carver – Constellation Marketing
So if you’ll do me a favor and, you know, close out tabs and put your phone away, we’re going to make this you know, we want to make it very interactive. So if you have questions, please add them in there. I think when he and I are both pretty freewheeling spirits, so if you want to ask a question during the you know, during the slides, like fire away, we can handle it.

00:08:38:13 – 00:09:07:29
Patrick Carver – Constellation Marketing
And we’d love to actually hear some of the challenges that people are having so we can make this as value packed as possible. So I’ll talk about this. You know, this is the whole point of my my piece of this is that marketing and really your your one two punch combination that’s going to help you go from kind of a middling firm to somebody who’s, you know, really has a tight operation and is getting as much value as possible out of your marketing.

00:09:08:06 – 00:09:34:22
Patrick Carver – Constellation Marketing
And this is one of the best ways to in my in my mind, get additional found money with your with your business. And so the what you’re seeing here is just, you know, again, what I’m going to reiterate over and over is that, you know, your marketing is not going to work properly without a system to handle those leads coming in.

00:09:34:24 – 00:10:06:25
Patrick Carver – Constellation Marketing
And what I have noticed with our clientele is that the biggest hack to get you above seven figures is intake optimization. And so I see a lot of law firms who have some. They’ll come to us, they’re doing, you know, maybe 20, $30,000 a month will use marketing, will do SEO, will do advertising and we’ll start to see good predictable growth and we’ll get those people up to making 40,000 a month, 50 or 60.

00:10:06:27 – 00:10:40:07
Patrick Carver – Constellation Marketing
When you get up to about 70 to 80 is the range that I often see this happening is that that’s when intake becomes extremely important because up until that point, the volume of case flow coming in is probably not enough. Where it’s enough, where you can personally get involved in a lot of those those business processes. Right. And you know, you as the owner of your firm, are probably going to be the best salesperson, right?

00:10:40:07 – 00:11:07:24
Patrick Carver – Constellation Marketing
You know, the pain points, you know how to talk to potential clients. And so you being able to kind of oversee all of that and really have a tight grasp on that, you’re going to get a higher conversion rate. What appears to happen, though, is that when you start to get more volume coming in and the lead numbers are are more frequent, you start to not be able to have as much control.

00:11:07:24 – 00:11:28:29
Patrick Carver – Constellation Marketing
And that’s really when the system side or the operational side becomes so important, because as an attorney, unless you dedicate your role in the business to just selling, you were going to have to do legal work. And a lot of attorneys we talked to, that’s what they want to do right? They want to do the legal work. They don’t really want to do as much of the sales side.

00:11:29:02 – 00:11:56:18
Patrick Carver – Constellation Marketing
And so what happens then is right around that area, if you’re trying to get above seven figures, it’s like you stall out because you simply don’t have enough mindshare and energy and time to go aggressively after all of those leads like you did when you were only making 20, $30,000 a month. You start not worrying about the the ones that call once, but don’t call back.

00:11:56:18 – 00:12:25:18
Patrick Carver – Constellation Marketing
You kind of put those in another bucket. You’re not following up on voicemails as quickly and you’re you’re really focused on the ones that look appear. You’re ready to buy right at that point. And you don’t have that system in place for relentless value oriented communication. Even with those. And this is the best way for you to increase your profitability with no extra marketing spend because you can keep paying us.

00:12:25:18 – 00:12:50:24
Patrick Carver – Constellation Marketing
Right. And you won’t get any any any debate out of me about that. But the problem for me then comes in with if you’re not working on the intake side as well, you’re going to be unhappy with me ultimately. And for us, we figured out the best leverage, the best hedge against clients leaving us is when we can help you with your return on investment.

00:12:50:24 – 00:13:16:27
Patrick Carver – Constellation Marketing
And so if you keep putting money in, we keep increasing the leads, but the net number of cases isn’t really increasing. You’re eventually going to feel bad about it. You’re you’re you’re going to feel like we’re not giving you value because we’re not maybe bringing you the right leads or the best leads. And the truth is that you are going to get a certain amount of those really good leads where they are just kind of pre position ready to buy.

00:13:16:27 – 00:13:46:15
Patrick Carver – Constellation Marketing
They, they they came in that day looking to hire an attorney and they’re more or less ready to do it where you have to apply this extra level of energy focus and add this systematic intake process is what I call the contested right. These are people who come in and they’re maybe looking around at a couple of other lawyers or having conversations with a couple of other lawyers, and they’re not going to be immediately following up your call.

00:13:46:15 – 00:14:17:24
Patrick Carver – Constellation Marketing
They’re not going to be calling you back, you know, if you don’t hear from them. Right. They’re out there kind of shopping around, seeing who who actually is going to reply to them and who gives them the best experience. So just by being able to optimize that, you are going to increase the number of cases and increase the return on your investment every for every new case you add that you previously weren’t weren’t going to get.

00:14:17:26 – 00:14:42:12
Patrick Carver – Constellation Marketing
So this is covering the point that that I’m making is that most law firms, especially if you’re a solo firm owner and you have a setup where it’s maybe you and a paralegal and an assistant, you have that ability to go in and talk to every prospect. And when you get in in the morning, your first thought is thinking about generating the new business, going in and looking at that.

00:14:42:12 – 00:15:08:28
Patrick Carver – Constellation Marketing
Those people that called the day before, calling them up, giving them kind of that that white glove treatment, those are for me, like the easier cases. Right. And a certain percentage of people coming in are going to be positioned to buy. But what I see when I’m behind the scenes and we’re talking with our clients, the great law firms who really scale to seven figures and beyond or multi seven figures.

00:15:09:00 – 00:15:38:27
Patrick Carver – Constellation Marketing
The biggest difference I notice is that they take intake extremely seriously and they go to the point of often hiring a person or multiple people, right. Who their sole job is to follow up with leads, because you might think that you’ve, you’ve got a great reputation, you have maybe awards, you’ve got good client results, all of these things.

00:15:39:00 – 00:16:03:14
Patrick Carver – Constellation Marketing
And that may be very well may be true. But what I often see is that lawyers fall, fall under this illusion that average Joe out there is instantly going to know all of that and prioritize you or place all of those values higher when making their selection and the reality is a lot of people is that’s not on their radar.

00:16:03:14 – 00:16:46:02
Patrick Carver – Constellation Marketing
Right. And they do not have the benefit of understanding your reputation. They don’t have the benefit of maybe coming from a legal family where they don’t, you know, know that somebody with five years experience in criminal is maybe not as good as somebody with 25 years. Things like that. Right. They’re not necessarily the most educated buyers. And so you have to kind of get over this idea that, you know, just by being a great lawyer, you are going to get these cases and you have to understand the best way to do that is to continue to show that value with relentless communication until they have basically made their selection and, you know, and gone somewhere

00:16:46:02 – 00:17:23:06
Patrick Carver – Constellation Marketing
else. So one thing that I see as a big lever for companies is hiring a sales focused intake specialist. And so depending on the lifecycle of your business and how how big you are and how aggressive your your growth goals are, this may not be hiring a completely separate position. Right. But what we recommend is, you know, if you are going to be getting an assistant or someone who is going to manage the phones, don’t just get your your cousin who needs a job, right.

00:17:23:09 – 00:17:46:29
Patrick Carver – Constellation Marketing
Don’t just get somebody who is is there and kind of, you know, can is just going to show up and maybe doesn’t have any training or anything like that. Now, not everybody is, you know, of course, going to be trained intake specialist. Right. Or have gone through that training. But you can find people who are maybe have a little bit of a sales background.

00:17:47:05 – 00:18:18:10
Patrick Carver – Constellation Marketing
Maybe they’ve done some selling at some point in their life or have a kind of business development background or some some level of experience or even at a very basic level, just some interest in that. Right. Because there’s lots of resources out there that can help, you know, folks grow. And if they are motivated, you can help you help steer them towards this to kind of improve their abilities and also set up be proactive about setting up to kind of taking on some of the stuff that Wendy’s going to talk about.

00:18:18:12 – 00:18:40:08
Patrick Carver – Constellation Marketing
And I’m a big fan of this because what I’ve noticed is that so many leads go unanswered and they don’t go followed up simply because the the owner of the business is out of town. They had a really they get they get into a trial and then suddenly the focus is you know, only in trial mode. Right. And doing that, doing the legal work.

00:18:40:08 – 00:19:24:01
Patrick Carver – Constellation Marketing
And so inevitably, as a business owner, we know everybody here knows and has felt it that like you are spinning a bunch of plates at one time. Right. And it’s just not possible for us to spread our our abilities and be perfect in every part of our business at all times. And so we really recommend that you find this person or improve the people on your team to be able to facilitate this role so that they really have an ownership of this idea that, Hey, you were in charge of going after these leads, you’re in charge of following up, you’re in charge of making this bringing these people in, and you can incentivize them to

00:19:24:01 – 00:20:01:15
Patrick Carver – Constellation Marketing
financially with it. But it’ll make your life a lot easier and you’ll have more peace of mind that you are, in fact, you know, no stone left unturned. And, you know, the thing I’ve noticed as well is that you don’t have to have some amazing salesperson or some, you know, expertly crafted sequence of emails that have been polished and all this stuff often just showing up and just doing that kind of bare minimum of following up two and three times within a week really can set you apart from your competition.

00:20:01:15 – 00:20:42:12
Patrick Carver – Constellation Marketing
Who isn’t going to do this stuff and isn’t going to take the time to do it? And the final piece of this is that I think, you know what, when you will share is that a lot of the the benefit of this comes from setting up a really strong foundation, right. That you can work from. But the other piece that I would recommend is, you know, setting up weekly or monthly checks on this where you just basically go through the lead list, You look for, you know, objections, things that the that your team is hearing, potentially review calls, review the actual call volume because we have helped been in some difficult conversations where we’ve had

00:20:42:12 – 00:21:13:02
Patrick Carver – Constellation Marketing
to let attorneys know that hey, the people who are answering your phones, they sound uninterested. They’re not answering questions correctly about what practice areas you service. And the attorney has no idea. Right. And you have to take an active role in this to really get to the root of the problem. But once you start to establish this as a cadence and a pattern and look over this, you know, on a monthly basis, it will start to improve.

00:21:13:02 – 00:21:35:16
Patrick Carver – Constellation Marketing
And the number of issues will will start to go down and you’ll you’ll see the the benefit of of adding more cases with it. So that’s my part. And I am pleased to now bring into the fold Wendy, who is going to be the real star of the show and provide, I think, the most value in this webinar.

00:21:35:19 – 00:21:52:05
Patrick Carver – Constellation Marketing
And from there I will leave it, but please, please add any questions that you have related to anything we’re talking about, whether it’s marketing or anything else. And we will we will go we will go from there. All right, Wendy, to turn it over to you.

00:21:52:07 – 00:22:20:13
Wendy Wylde – Matter Flow Advisors
Awesome. Great. Thanks, Patrick. That was great. So much of what I heard you talking about was like the people of intake and how intake as a system helps law firms grow. And second, everything that you said, I just really want to highlight to the idea that intake is in a sense a sales role that that the folks that you have sitting in those seats to answer your calls to follow up, those are people who are responsible for bringing in and selling your services.

00:22:20:13 – 00:22:47:27
Wendy Wylde – Matter Flow Advisors
And so I think that’s something we see a lot of lawyers miss, that intake is, in fact a sales position, not entirely, but a big part of that. So I just really want to second that around the training as well, because people really matter. They’re the ones running your business on your behalf, especially, especially intake. So I’m going to talk about intake as a system, less about the people since Patrick covered that so well.

00:22:48:04 – 00:23:07:08
Wendy Wylde – Matter Flow Advisors
And we know that in intake in the world right now, AI is a super big buzz word. And I’m actually here to tell you that you don’t need it, that it it will help your business grow, but you don’t need it yet if you don’t have a system that can handle all of what you’re trying to do without it.

00:23:07:08 – 00:23:26:19
Wendy Wylde – Matter Flow Advisors
And my philosophy or our philosophy at matter, Flow Advisors, is that you shouldn’t have a I do something that a script can do for you. And when I say script, I mean like a computer script, like a program, because programs and automations, they’re going to fire exactly when they’re supposed to and they’re going to run the same script every time.

00:23:26:25 – 00:23:58:29
Wendy Wylde – Matter Flow Advisors
And that’s just a really fundamental place to start. You don’t want to add AI on top of it because it is a bit of a black box sometimes and can be difficult. So then talk a little bit more about that in a second. But I do just want to like highlight the importance of intake as just your engine for growth and that the potential clients that come in are just entering your system, but that the you know, it happens once they get there, the money is generated for your business and the services are offered because of the process of intake.

00:23:59:02 – 00:24:30:11
Wendy Wylde – Matter Flow Advisors
So you could have the next. So the biggest question is, is your intake leak leaking leads? Are you bringing in enough leads? But your conversion rates are low and this is the first thing that you can look at How many leads came in this month and then how many did we hire this month? And so a matter of what advisors our goal is to just help law firms build the system that will start increasing your conversion rate without anyone doing more work.

00:24:30:11 – 00:25:13:21
Wendy Wylde – Matter Flow Advisors
And in fact, in our world, we hope that people are doing less work and that your staff that supporting this intake process is actually doing the work that’s the most valuable that they’re doing, the talking, the relating, the empathy, you know, depending on the kind of law that you’re in. So because we see ourselves this way, we see ourselves as partners in intake and like I think you go the next so why intake comes first so you know this for intake comes first because it is your revenue operations, it is where you are finding the clients and it’s where your revenue growth is going to happen.

00:25:13:26 – 00:25:38:09
Wendy Wylde – Matter Flow Advisors
And so without fixing it, it’s just you’re just adding more marketing leads, as Patrick said, then you’re just like gumming up a system that’s not functioning already. And you may of course, get a couple of extra leads that convert to hired because just it’s a numbers game and you know, there might be the right connection with your intake staff or some other thing happened just right to get that client on board.

00:25:38:16 – 00:26:19:20
Wendy Wylde – Matter Flow Advisors
But to see true growth consistently with the leads that you would get from, you know, constellation marketing, you want to be able to handle those really well. So this strong system like is faster response times. And I’m going to touch on this in a second. Well, I’ll just say it now, so fast response since we did this fun little study, a matter for advisors and we were calling a specific practice area, but we went on their websites, we did a little case, we went on a bunch of websites for attorneys in the estate planning area and just tried to capture how many of them responded with any kind of automated response, indicating that we had

00:26:19:20 – 00:26:42:08
Wendy Wylde – Matter Flow Advisors
filled out their website form and or called their office. And that was less than 15% of those offices. Like shockingly low. And because I’m in in the business of helping law firms, I was kind of like scratching my head like, this has got to be a joke. Like, how are they not doing this? But I realized that just because I’m an expert at this doesn’t mean everybody knows about it.

00:26:42:08 – 00:27:05:18
Wendy Wylde – Matter Flow Advisors
So like implementing these tools to get that faster response time is so important and it can happen near instantaneously. So there’s no reason not to write. You could somebody feels that it fills out a contact me form. You can fire off a text message instantly to say, Hey, we heard you were so excited that you reached out. Somebody on our team will get back to you in the next couple of hours.

00:27:05:24 – 00:27:28:20
Wendy Wylde – Matter Flow Advisors
Right. And that gives your intake team some time. But also that that potential customers like oh wow I feel tend to do I feel like my needs are going to get met with this agency or this firm using so more qualified leads. Right. If you can get more qualified leads, like what’s the catch? They’re well qualifying them like that’s one step that your intake team is doing.

00:27:28:23 – 00:27:51:04
Wendy Wylde – Matter Flow Advisors
Is this lead somebody that you can serve? Do they need what your firm is the best act and is your team able to communicate that with the client and get that information from them? And so having a standard way of doing that in your process makes more qualified leads come in and then of course, you just simply will have a higher conversion rate.

00:27:51:07 – 00:28:28:28
Wendy Wylde – Matter Flow Advisors
And I think that’s really powerful to recognize that some of these really simple steps, like just a text message that they filled out the Contact Me form is a fantastic way to start seeing these changes happen. And that requires the system. So before you plug in air, you need a solid foundation. And I was just talking about this as my partner, about how when you try to bring in and I’m sure plenty of your parents, but when you try to bring in, it’s like if you don’t have a good system, it’s like expecting an 11 year old to do the job of your intake person.

00:28:29:01 – 00:28:53:10
Wendy Wylde – Matter Flow Advisors
Like AI is incredibly smart. Like you can access an incredible amount of information, but that doesn’t mean that it knows what you are wanting it to do. And so, yeah, we just don’t want to yeah, we want to make sure that we’re not putting our foundation of AI on top of something that’s not systematic. So yeah, I amplifies our inefficiencies.

00:28:53:12 – 00:29:14:05
Wendy Wylde – Matter Flow Advisors
But if you’ve got a good system, it really can amplify your actual results. And I’m not going to talk a ton about A.I. because I want you to understand that that’s like once your intake system is down and you’re like, cruising through revenue growth, then you’re like, Oh, I wonder what other areas of my business I can fix with AI?

00:29:14:07 – 00:29:40:19
Wendy Wylde – Matter Flow Advisors
So if intake is inconsistent, AI’s going to amplify that 100%. And then if you’re not able to train a human, then I don’t know how on earth you’ll be able to train a AI to do it because the training of that robot, if you will, requires that you understand explicitly the steps that you need to take. And so when we talk about like just defining your process, that’s a great place to start.

00:29:40:26 – 00:30:17:28
Wendy Wylde – Matter Flow Advisors
Like, what are the outcomes we’re hoping, what is the process that we’re trying to put this tool into? All right. So index where leads become clients And I mean, this is kind of simple, you know this, but your intake process or the way I think about intake is the moment they enter your system, whether that’s through a phone call or a literal enter into your CRM system, it’s that process and those steps that are going to lead to more clients that you can serve.

00:30:18:00 – 00:30:52:12
Wendy Wylde – Matter Flow Advisors
So process. All right. So intake as the engine that marketing fuels, I think see if I can so marketing creates these opportunities. And as Patrick said, if we’re not creating a system for these opportunities to turn into clients, then we’re failing the clients because they needed you. They called you, they went to your website, they reached out to you because they need what you’re offering and all they want is for you to respond in a way that lets them know that you can help them.

00:30:52:15 – 00:31:21:27
Wendy Wylde – Matter Flow Advisors
And just my own personal experience, I remember I was going through a divorce and I had to call some family lawyers, family law firms, and I called five of them. One of them called me back, but they would not leave any voicemails or let me know what I needed to do to take the next step. And when I think about that, and I think back to that like I was one of their opportunities and they just didn’t know most of them how to handle what to do with me, what to do with the lead.

00:31:21:29 – 00:31:48:26
Wendy Wylde – Matter Flow Advisors
So from the perspective of a client looking for your services, you know, that’s what marketing offers you. And then it’s your job as the law firm to ensure that the customer is moved or the client is moved along through your intake process. And for us, we ensure that intake is really tight as fast as possible and as scalable as possible.

00:31:48:28 – 00:32:16:25
Wendy Wylde – Matter Flow Advisors
And I’m going to just tell you what scalable means to me so that we’re all using the same language, the same. So when I talk about scalable, I think about how few touches are required by the humans in your loop in order to get the client from new lead to hired. And then like you want to be able to do that with as few touch points as possible and as fast as possible.

00:32:16:27 – 00:32:40:24
Wendy Wylde – Matter Flow Advisors
Always, of course, tending to the client’s needs and addressing that. The human touch that I think comes with, you know, the person who’s answering the phone, the attorney consultations and those sorts of things. So scalable is, for us touch points as fast as possible with the most consistency that’s scalable. So we’re going to talk about documenting your system.

00:32:40:24 – 00:33:19:27
Wendy Wylde – Matter Flow Advisors
And I’m like, This is not sexy. Okay? It’s not fun to talk about. It’s not like exciting, but it is the most fundamental thing that you can do for your business because when you’re trying to grow or even just frankly get a snapshot of what’s happening, you as the business owner may understand the steps required. But what I found is that as soon as other people come into the mix, when somebody is booking your consultations for you or, you know, somebody doing other work for you, their you lose touch with what’s actually happening.

00:33:19:27 – 00:33:45:14
Wendy Wylde – Matter Flow Advisors
And so oftentimes the attorney that runs the firm knows what they need to happen in terms of the steps. But there’s always these like, I don’t know how to describe it, like accessory activities that your team finds themselves doing that maybe aren’t even necessary. And so going in and talking to the team, making sure that they’re understanding what needs to happen, like that’s all critical and it just starts with documenting it.

00:33:45:17 – 00:34:21:04
Wendy Wylde – Matter Flow Advisors
So for every, you know, firm, you all have an intake process like every one of you do do it. But the question is like, how often is it undocumented and inconsistent with tons of time wasters and so that’s like one of the things that we think a lot about is how like what is happening. And so just documenting it and that can look something as simple as like talking to each of your staff members and just asking them what they do every day and then what we do.

00:34:21:10 – 00:34:43:08
Wendy Wylde – Matter Flow Advisors
One of the things that we do for every firm that engages with us is we actually come in and we will just capture what’s already happening. We spend 90 minutes talking to you about every facet of your intake that you could want to know about. And many of them you you didn’t even know to think about. And we just document all of it as a starting place because you can’t something that you can’t see.

00:34:43:15 – 00:35:04:29
Wendy Wylde – Matter Flow Advisors
And if you’re unwilling to look at it, it won’t get better. So we know that stepping in and helping, you know, attorneys do that documentation is just a great first place to start. So that’s your first, like, true actionable step today is like if you don’t have a documented intake system, like we’ve got a freebie at the end that you can get that will just help you do that.

00:35:04:29 – 00:35:27:04
Wendy Wylde – Matter Flow Advisors
It’s it’s super important to where you’re at in your business. All right. So I was going to do a live demo and then I was like, Well, I can’t really do a live demo because it has all of our customer information in our CRM. So I’m wondering if you guys are willing to be vocal. Maybe you’ll give me some kind of like thumbs up.

00:35:27:04 – 00:35:55:24
Wendy Wylde – Matter Flow Advisors
But what I’d love to do is actually just talk you through. I can talk to you through our classic intake process, and then I’d love to hear or get some questions from you about where you’re stuck in these processes so that I can help answer an actual question or maybe just inform in a way that’s useful. Because I’ve seen inside of 70 law firms and maybe you’ve only seen inside of two or three, one of them being years.

00:35:55:26 – 00:36:30:11
Wendy Wylde – Matter Flow Advisors
So I’ll give a walk, sort of a verbal walkthrough. And if you have questions about this or why these things are important, like please raise your hand and give me some kind of emoji, Put something in the chat. There we go. Thanks, Danny. All right. So I think of we think of it matter flow advisors as every intake process, having a universal system, which means there are some sequence of events that have to happen in nearly every law firms experience of bringing on a client.

00:36:30:13 – 00:36:51:22
Wendy Wylde – Matter Flow Advisors
And it doesn’t really matter what kind of law you practice. You probably go through this process. So the first one is a new lead, the new lead stage, right? So you have a new lead and you’ve got to talk to them. Somebody has to talk to them or give them access to booking a consultation. So that’s one of the power things that powerful things that I think about with the new lead stage.

00:36:51:22 – 00:37:15:25
Wendy Wylde – Matter Flow Advisors
It doesn’t always have to be a human talking to them, saying, Hey, when can you book, would you like to talk to the attorney that can be automated with a booking form? So just remembering that that new lead stage exists and that’s when you need to be as fast as possible to just let the potential client know that you’ve received their inquiry, that you’ve heard them.

00:37:15:27 – 00:37:38:00
Wendy Wylde – Matter Flow Advisors
And then step two is usually a consult. And I do know that some firms don’t need a consultation like some P.I. firms just kind of skip right through that because you don’t need it. But most lawyers that work with have some kind of counsel, whether it’s paid or free, and you’re giving your time for the the client. And then there’s always some kind of post consultation and action.

00:37:38:00 – 00:38:02:15
Wendy Wylde – Matter Flow Advisors
And that takes a couple of forms. So some clients are just like ready to buy and you can send them an engagement agreement. Some people are sure, maybe I know an immigration. We get this a lot. Somebody needs to speak with somebody else before they make a decision because of that process and those people need a different kind of thing to happen after the consultation.

00:38:02:18 – 00:38:23:00
Wendy Wylde – Matter Flow Advisors
They’re going to need some kind of a nurture sequence, some kind of communication that’s following up that feels authentic, that doesn’t feel like a robot, so that when they’re in that position of deciding, they’re still getting communication from you, they’re still hearing from you and your firm to say, We care about you, we want to help you, What can we do?

00:38:23:01 – 00:38:49:04
Wendy Wylde – Matter Flow Advisors
What questions can we answer? So that nurture sequence might happen after the consultation is really an important spot that is just part of like I think any business and anything right that follow up process. And then I mentioned the agreement. That is a standard process. Everybody’s got to get some kind of signed agreement and then invoicing whatever that looks like.

00:38:49:04 – 00:39:20:06
Wendy Wylde – Matter Flow Advisors
Like I said, you know, something like Pi, they’re not capturing money upfront, but most other attorneys are. And then there’s some kind of hired welcome. Thanks for choosing us messaging that you would want to communicate. So those are standard process. And so that’s how we literally create Thank you. Our system scaffold. And when we do that documentation with the law firms that we work with, we’re asking them, What are you doing with new leads?

00:39:20:06 – 00:39:58:08
Wendy Wylde – Matter Flow Advisors
How are you handling them? What system are you using, if any? What is the person answering the phone doing? You know, in the console, we’re saying we’re going to manually book this. We’re going to schedule follow ups automatically via text and email. We that person to know that their appointment is coming up. We might request an intake form for them to complete so that when you show, when they show up for the consultation, you as the attorney have all the information you need to use that time wisely instead of gathering, you know, their their home address like there’s no reason to be spending you know, your hours or minutes talking about those kinds of things.

00:39:58:10 – 00:40:19:14
Wendy Wylde – Matter Flow Advisors
So you would gather all of that via an automation. And then that postcard consult, follow up, that can all be a drip campaign. That happens the same way for every potential client. But if you’ve got a really great system, you may be able to say, Well, I’ve got these two practice areas and I want their drip sequence to be different.

00:40:19:16 – 00:40:54:24
Wendy Wylde – Matter Flow Advisors
Fantastic. Once you understand what that scaffold system looks like, you can start creating the unique experience that the various services that you offer need in order for that client to naturally progress through the system and then agreements. We think that that should be mostly automated, right? You fill out a consultation form as an attorney and then when that form gets submitted, all the pieces of knowledge that are necessary to generate the right engagement agreement or contract, those are already present and the client can get an e-signature automatically.

00:40:54:27 – 00:41:19:16
Wendy Wylde – Matter Flow Advisors
And then once they’ve signed, you have to collect money. This is your revenue engine, as we said. And so having that process automate it where an invoice goes out or a retainer request, you know, goes out to the client so that you can gather that money to progress and then when the invoice is paid, if you’ve got a good system, theoretically you should be able to have a welcome email.

00:41:19:17 – 00:42:00:06
Wendy Wylde – Matter Flow Advisors
Go out to that potential client who’s now an actual client. And so each step in this scaffold gives you power to make a decision to set up a piece of your system that can do the work automatically. And that is explicitly what we do at matter. Flow advisors like. And I think one thing I just want to highlight here about this system is you’re the expert at your business and you should treat it that way and you should consider that like I think for us because we’re very consultative and we have longer term relationships with our clients, like we’re here to advise.

00:42:00:09 – 00:42:28:06
Wendy Wylde – Matter Flow Advisors
And so I’m just going to have some caution for you too, to be mindful of where you might be stuck in a mindset that’s keeping your business stuck like, Oh, I want them to sign an actual engagement agreement in my office. Like, that’s cool, but maybe they’re not ready in your office. And so the or maybe you could do an e-signature whether they’re sitting in front of you or you decide to send it and they can sign it later, right?

00:42:28:06 – 00:42:48:20
Wendy Wylde – Matter Flow Advisors
You’ve opened doors of opportunity for your client to say yes rather than being rigid. And so that’s something that, you know, be mindful if you feel like there’s a piece of your business that you’re stuck in, like you may just be resistant to what could help you. So that’s just my sort of side note about resistance to changing systems.

00:42:48:22 – 00:43:15:21
Wendy Wylde – Matter Flow Advisors
All right. We can perfect. All right, So the five let’s see the five non-negotiables for our ready systems. So like I said, I is not going to go well for you unless you’re stacking it on top of a great foundational system. Right. You want the the eye is going to be the delight in a system that’s functioning without it.

00:43:15:24 – 00:43:41:12
Wendy Wylde – Matter Flow Advisors
And I’m sure you guys have seen ads literally everywhere you go on the Internet for tools and they seem really amazing. So just be careful about this. Okay. So any five non-negotiables? Sorry about my tangent. Five non-negotiables for ready system speeds are response. So clients expect a reply within minutes, not days. Think about like if you booked a doctor’s appointment, you’d want them to confirm that appointment with you right away.

00:43:41:13 – 00:44:10:03
Wendy Wylde – Matter Flow Advisors
You wouldn’t want them to wait three days. Consistency and follow up. There’s no leads left behind. If you’ve got a good system, no leads should be left behind. You should be able to communicate with them in a systematic way so that it’s predictable. And what’s cool about that is then if if you’re at this place of consistency and follow up but you’re still not achieving the results, then you can start asking, well, maybe it’s the messaging that’s where we can tinker, right?

00:44:10:03 – 00:44:33:00
Wendy Wylde – Matter Flow Advisors
Then you can bring and maybe I can do a support you in your ability to generate better content, clear qualification criteria, know exactly who your ideal client is. I don’t know how to say this more clearly. That is probably the biggest challenge that most firms that we work with have is they are not totally sure what the qualification requirements are.

00:44:33:08 – 00:44:59:01
Wendy Wylde – Matter Flow Advisors
And so when we ask like what are the ten questions or five questions that your intake staff needs to ask for them to identify qualification, a lot of times we get the answer. It depends. And while that’s true, it sometimes indicates that there needs to be more thinking that process, right? Who is our ideal client and then being firm on who that really is and being okay to say, I don’t think we can serve you.

00:44:59:03 – 00:45:30:29
Wendy Wylde – Matter Flow Advisors
And then data capture and tracking if you don’t know already. AI is very heavily dependent on data, and the more accurate your data, the more success you’ll have in using AI as a tool. So things that come to mind for me when I think about that are immigration attorneys. There really is a complex question like set of questions that need to be asked, and there are a bunch of branch points that make that qualification, you know, valid or not.

00:45:31:01 – 00:45:56:24
Wendy Wylde – Matter Flow Advisors
And AI is actually an incredible tool for this because it matches patterns and can make decisions based on inference and data. And so like knowing that the data that you’re capturing in your CRM or your intake system is accurate is going to help you implement AI when your intake system feels like it’s dialed in and you’re ready to add.

00:45:56:26 – 00:46:27:20
Wendy Wylde – Matter Flow Advisors
And then the last one is client experience. Intake should feel seamless, personal and professional. And I really do believe that the system should run itself in the humans that you’ve hired. Are there to be the connection to that client that that client needs to feel connected to your firm. So think about tools to support what must happen, and then the humans and AI to be the things that make your clients say yes to you.

00:46:27:22 – 00:46:53:23
Wendy Wylde – Matter Flow Advisors
All right. So I have this great case study and I actually have this as a one pager, so I’m happy to share if anybody is interested in it. And I think we have a case study on our website about it as well. But we worked with a medium size law firm last year and they came to us because they had a belief that that that LEM addicts, the tool we were using for CRMs was the right tool for them to help them grow.

00:46:53:25 – 00:47:18:03
Wendy Wylde – Matter Flow Advisors
And it took us about two months to implement. It took us another month and a half to two months to get all the data accurately pushing through to the end. And within two months they had seen a 200% increase in their monthly conversions. They had a million new annualized revenue and they had a 32 x on their investment with us.

00:47:18:06 – 00:47:41:15
Wendy Wylde – Matter Flow Advisors
And so and then my favorite thing about this firm was I think it was probably June when I talked to them again, and they had told me that they were able to go from a four day workweek down to a I’m sorry, a five day workweek, down to a four day workweek. They were using an AI voice agent to answer their calls on Fridays when their sales team was not at work.

00:47:41:18 – 00:48:18:12
Wendy Wylde – Matter Flow Advisors
And they had seen absolutely no decrease in conversions, that they were still seeing their full team progress and that they were continuously generating more revenue in the my favorite thing about this was like they didn’t have a marketing agency, but now they’re so primed to hire one and excel when they’re ready to grow. But what they found was they like didn’t feel ready yet when they’re ready, because now they can hire new attorneys, now they can hire additional intake staff because they know exactly what system they’re plugging into.

00:48:18:15 – 00:48:43:09
Wendy Wylde – Matter Flow Advisors
And one other thing about this case study was this firm had three intake sales staff member turnover in the time that they were still able to increase their revenue. So we had built a system that was future proofed so that it was a few clicks for us to onboard a new like a new staff member on their intake team and then they were able to train them on the exact process without any downtime.

00:48:43:11 – 00:49:04:02
Wendy Wylde – Matter Flow Advisors
And so that’s what a good system does. It doesn’t just make your client experience better, it makes your experience of your firm better, right? It’s predictable. You know what to do when your staff turns over and you’ve got to hire and train somebody new. You have that documentation. So these are why this is such an important the documentation is so important, but so is the system.

00:49:04:05 – 00:49:06:16
Patrick Carver – Constellation Marketing
Okay.

00:49:06:18 – 00:49:31:02
Wendy Wylde – Matter Flow Advisors
All right. So main takeaways automate your consultation scheduling. These are some of the main takeaways, like quick actions that you can take. Automate your consultation scheduling with a booking link. There are so many tools that will allow you to customize when clients can book on your calendar and removing that load from an intake person always being responsible for scheduling, that’s going to make your system faster.

00:49:31:02 – 00:49:52:25
Wendy Wylde – Matter Flow Advisors
It’s going to cut down on back and forth. Your leads are going to feel more attended to and frankly, you’re empowering them to make decisions for themselves to seek your services directly. And then the second one is to standardize your intake form and that if you’re still using a paper form, that’s great. And but that does usually require a lot of extra data pushing around.

00:49:52:25 – 00:50:17:12
Wendy Wylde – Matter Flow Advisors
So we recommend standardizing your intake form and doing it digitally so that the information can be shared across systems. And it just makes sure that every lead is asked the exact same qualifying questions without anything slipping through. Okay. And automation. And I can only succeed if your intake is a solid system. And so when I say system, it’s what I just described to you.

00:50:17:12 – 00:50:41:23
Wendy Wylde – Matter Flow Advisors
It’s these refined steps where every step has clear outputs, every step has, you know, ease of use. And we don’t want to complicate it to the extent that we don’t need to. But certainly customization is part of that. Right. All right. So we do have a freebie for you, which is just to help you document your own system.

00:50:41:23 – 00:51:03:22
Wendy Wylde – Matter Flow Advisors
If you need any of that help, you can use this walk through. And if you need any additional help, you can find us here. And this is our last slide, I think, Patrick, But these are just links. If you want to meet with Constellation or matter flow and talk to us about what we can do for you.

00:51:03:24 – 00:51:16:26
Patrick Carver – Constellation Marketing
Awesome. Thanks so much, Wendy. I took away a bunch of really good stuff. I have to correct you on one thing. Paper forms are not great. You.

00:51:16:28 – 00:51:18:25
Wendy Wylde – Matter Flow Advisors
They’re great.

00:51:18:27 – 00:51:50:27
Patrick Carver – Constellation Marketing
But if I never had to fill out a paper, another paper form at a doctor’s office, I would be a happy camper. So. But no, in all seriousness, couple of just kind of like follow up questions that I was thinking about, too, because I’m actually, you know, going to be calling you to help my dad’s law firm who seriously because he joined a new firm and, you know, basically they’ve got calls coming in that, you know, they’re not following up with until days later that intake.

00:51:50:27 – 00:52:10:28
Patrick Carver – Constellation Marketing
People are given the wrong information. You know, all sorts of these problems that you talked about. But just a couple of questions that I you know, I’ve seen come up frequently, but if anyone else has questions, please put them in a chat. Will prioritize those. But it just kind of a couple of rapid fire like, you know, I know you come back and come from law Maddocks What?

00:52:11:01 – 00:52:26:06
Patrick Carver – Constellation Marketing
Why do you like law? Maddox Maybe not so much. Why do you like law? Maddocks But What, what do you think are kind of must haves when picking a CRM? Or which ones do you think you know are the best options for, for average, you know, average law firms?

00:52:26:09 – 00:52:50:05
Wendy Wylde – Matter Flow Advisors
Yeah. So I think it’s critical that you can use your CRM to communicate with your clients. So that’s the whole premise of them. So that’s pretty easy to find. But in the case of like law firms, your your intake process is accounting for your signing of contracts, communication with your client and usually some kind of fee that needs to be collected before you can consider them hired.

00:52:50:07 – 00:53:24:29
Wendy Wylde – Matter Flow Advisors
So if your CRM can do all three of those things, then you’re set up to get started. Well, and then automation is a critical path. If your CRM does not have automations, and automations are simply repeatable actions that happen when a trigger occurs. And that trigger can be a variety of things. So yeah, I think automation now is a critical component, and if you’re not using automation to move your matters or your clients along in the pipeline, then you’re probably missing out.

00:53:25:05 – 00:53:39:21
Wendy Wylde – Matter Flow Advisors
You’re not probably you’re missing out. I hate to be so definitive, but it really needs the the goal of those automations are to pull your client forward. Whether your staff is doing everything right or not makes sense.

00:53:39:24 – 00:54:05:22
Patrick Carver – Constellation Marketing
Is there an ideal cadence as far as communication and, you know, just kind of I guess, generally speaking, about, you know, just one that I’m familiar with is like five touch points in five days. Do you do you have a strong opinion on that or just, you know, any any thoughts on on kind of like how people you know, how far you should go as far as being responsive, you know, and persistent, but also not like spamming people.

00:54:05:24 – 00:54:30:13
Wendy Wylde – Matter Flow Advisors
Yeah. So I would say that that’s more an issue, right? When the PMC or the potential client shows up in your firm, however that happens, you do want to have quickness with the initial 1 to 2 responses, but then I’d say after that you’re talking about like more practice area needs because some are just slower cycles.

00:54:30:16 – 00:54:31:02
Patrick Carver – Constellation Marketing
Mm hmm.

00:54:31:05 – 00:54:53:16
Wendy Wylde – Matter Flow Advisors
And but it’s not. And then the other thing that we like to think about is like, how do you, the lawyer, like to communicate? Are you a high touch, medium touch or low touch attorney? Because if you’re a low touch attorney, but your intake process is like every day we’re sending you a message When they get to the hired process, they’re going to feel some disconnect.

00:54:53:19 – 00:55:06:20
Wendy Wylde – Matter Flow Advisors
So truly aligning like how you want to be communicating with how you communicate in that intake process in an automated way. Is more important after the initial communication. 1 to 2 touchpoints makes sense.

00:55:06:27 – 00:55:21:12
Patrick Carver – Constellation Marketing
How do you feel about outsourced reception? It’s like you’re back office buddies and Ruby or you know, those kind of folks I’ve heard mixed, you know, some good, some bad. What’s your take.

00:55:21:14 – 00:55:40:20
Wendy Wylde – Matter Flow Advisors
I like them and I think they’re really powerful tools for firms, particularly in the overflow capacity. So maybe you have to intake people, but there is inevitably time when both of them are already talking to somebody and you want that phone to roll over to another real person. And that’s going to be better than that call going to voicemail.

00:55:40:25 – 00:56:09:01
Wendy Wylde – Matter Flow Advisors
And then your team’s busy all day and then they don’t get back to them until tomorrow. So I do think that these virtual voicemail or virtual virtual reception firms are really beneficial to firms for just capturing more of those calls. But they really need to be integrated with your CRM because if you don’t want to have emails coming to you and you’re like random firm email box that a new client exists, you want that to be exact, like right into your CRM receiving that first messaging.

00:56:09:03 – 00:56:19:03
Wendy Wylde – Matter Flow Advisors
And usually if you’ve got a good system you can cater to like, was this a reception, like a reception or a virtual reception? You can respond to them differently.

00:56:19:06 – 00:56:41:13
Patrick Carver – Constellation Marketing
And at that point, are you mostly thinking, you know, that they would they’re really on the phone just trying to like, grab that call, get their information and then set the stage for the next? Or are you do you find some of them are good at selling or like how it was kind of the line that you draw with that?

00:56:41:15 – 00:57:06:28
Wendy Wylde – Matter Flow Advisors
Yeah, I would say that I don’t think most of them are good at selling, but some of them can be good at just capturing the basic intake that you need and it’s going to cost you more. But if you’ve got a digital form and somebody can answer that call immediately and get that form filled out, even if it’s not, you know, like you wouldn’t rate them an A-plus, it’s still beneficial to you to have that client as a law firm.

00:57:06:28 – 00:57:10:18
Wendy Wylde – Matter Flow Advisors
So, yeah, I highly recommend them.

00:57:10:20 – 00:57:29:29
Patrick Carver – Constellation Marketing
And with with your services, you know, at least in my mind, because I’ve I’ve actually, you know, many moons ago thought, oh, this would be a great, you know, additional service for us to do. And then I quickly I got into it and I was like, this is the worst decision I’ve ever made. My life. I’m trying to, like, go through.

00:57:29:29 – 00:57:47:23
Patrick Carver – Constellation Marketing
And they’re like, you know, And then I became de facto like tech support for, you know, hey, like, can you get can we get on the call? And, you know, you show me how to do that thing in the CRM again. And I’m just like, I hated it. I hated all of it. So I know, I know you remember my question.

00:57:47:24 – 00:58:16:08
Patrick Carver – Constellation Marketing
You know the question. The question the question I have is how long does this take you to kind of set set all this up? Right? So think I understand the process as far as, you know, you’re coming in, you’re mapping it out, and then you know, what’s like an engagement look like for, you know, that same kind of like mid-sized law firm you mentioned, you know, to bring them in, you know, and kind of get get things where, you know, they’re starting to see like, you know, the changes in effect.

00:58:16:10 – 00:58:37:20
Wendy Wylde – Matter Flow Advisors
Yeah. I’d say for us we have like an upfront process where we document your system and then make a bunch of recommendations. That’s our audit takes about a week. And then if you engage for what we recommend the build or the update of your existing CRM, then it takes us about 4 to 6 weeks and we’ve got a really structured process and a team that helps us move that through.

00:58:37:27 – 00:58:55:10
Wendy Wylde – Matter Flow Advisors
So within eight weeks you can see the results and we always help train and document the new system as well. So we’ll make sure your staff knows how to use the CRM and we always are available, like you said, to answer that call, like, Hey, can we hop on a call and show us that thing? So for us, it’s about eight weeks and ten.

00:58:55:13 – 00:59:20:03
Patrick Carver – Constellation Marketing
Do you how do you do you have to be tech savvy or how much technology information do you, you know, or experience do you need? Because, you know, I’m just thinking about some you know, some folks kind of have like, you know, legacy receptionists. Right. We’ve been around for a long time and kind of no, no. A lot of the ins and outs of the business, but maybe are extremely averse to change.

00:59:20:03 – 00:59:25:27
Patrick Carver – Constellation Marketing
Do you encounter that? I would imagine at some level, like what? What are your thoughts there?

00:59:25:29 – 00:59:45:28
Wendy Wylde – Matter Flow Advisors
We do encounter that and I, I don’t know if this is the encounter that and oftentimes those people find that they are not happy at the firm anymore. And you do see some turnover. So like I’ll be transparent about that. A lot of times seasoned folks do not like the change. They want to keep sending manual messages about consults.

00:59:45:28 – 01:00:03:21
Wendy Wylde – Matter Flow Advisors
They want to. That’s where they feel value. And I think they feel a struggle with a new system going to do it for them. But we’ve seen it be successful, too. We’ve seen plenty of firms have people that love the change. And so you don’t have to be super tech savvy to use a system. You have to be pretty tech savvy to build the system.

01:00:03:24 – 01:00:22:04
Patrick Carver – Constellation Marketing
Yeah, I mean, I think, you know, I’ve seen this in our own business. I think you just have to like, have a willingness and capacity for change, right? It’s not so much like the technology is the the barrier there. It’s more of just the mindset of like, I like doing it this way and I’m not you know, I’m not managing for anyone.

01:00:22:06 – 01:00:37:02
Wendy Wylde – Matter Flow Advisors
I’d say we see a we help a lot with change management generally. So that is a big part of like getting somebody launched is helping them with the change management in the firm and the sort of stickiness that old systems have.

01:00:37:05 – 01:00:58:06
Patrick Carver – Constellation Marketing
Beautiful, awesome. I I’ve looked around, I don’t think I’ve seen any questions come through. So if you you know, if you if you do have any kind of last ones, I think, you know, I mean, it is one, one or two, but I can stick around for a second. But if not, you know, we’ve got the information up here.

01:00:58:06 – 01:01:20:19
Patrick Carver – Constellation Marketing
You can find you can connect with Wendy at matter of flow advisors dot com or, you know, if you’re looking to talk about marketing obviously can can come come chat with us as well but I you know just wanted to say thanks so much for and sharing this and I think it’s you know I think that’s such an important thing to do for any business.

01:01:20:19 – 01:01:27:03
Patrick Carver – Constellation Marketing
But for law firms specifically. So thank you so much for for joining us.

01:01:27:06 – 01:01:30:13
Wendy Wylde – Matter Flow Advisors
Thanks, everyone. Thanks, Patrick, for having me here also.

01:01:30:16 – 01:01:49:15
Patrick Carver – Constellation Marketing
Thank you all for for taking a moment out of your day to come. Come share it with us. We will have this on on a replay. So if you you know, if you want to share it with anyone, we’ll make sure that gets out to you. And of course, if you want to get the freebie, the the walk through of the the intake process, we’ll get that to you as well.

01:01:49:15 – 01:01:55:22
Patrick Carver – Constellation Marketing
So again, thank you so much. And I hope everybody has a lovely weekend.

01:01:55:24 – 01:01:56:16
Wendy Wylde – Matter Flow Advisors
Thank you.