Personal Injury Intake: Why Firms Lose Cases in the First 90 Seconds

Personal injury intake encompasses the process from a prospective client’s first contact through screening, consultation, and a signed representation agreement, with the article arguing that rapid response in the first 90 seconds is critical because callers often contact multiple firms and may abandon voicemail, queues, or impersonal interactions. Effective intake should promptly acknowledge the caller’s situation, collect key facts such as incident details, injuries, treatment, liability, insurance, prior statements or representation, all involved parties for conflicts, and deadlines, while reserving legal assessment, fee discussions, and engagement decisions for attorneys. Common operational failures include insufficient after-hours coverage, busy lines, weak follow-up on web and text leads, incomplete fact collection, and overly transactional treatment of callers. The article presents AI receptionists as a potential tool for answering calls, gathering information, booking consultations, and routing urgent matters, but emphasizes disclosure that the caller is speaking with an automated system, compliance with state-specific rules, confidentiality safeguards, attorney supervision, and escalation procedures for distressing situations. It recommends measuring response speed, answer and contact rates, intake completion, conversion to signed agreements, and time to engagement, while regularly reviewing lost intakes and improving scripts and coverage.

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