What families sit with before the appointment
There’s a quiet stretch in intake that most firms underestimate.
The days between scheduling the consult and the appointment itself.
I’ve had attorneys tell me, “We send reminders, so we’re covered.”
But reminders don’t address what families are actually sitting with during that time.
They’re replaying the intake call.
They’re wondering if they chose the right firm.
They’re worrying about what they’ll be asked to decide.
If you want to see this gap clearly, try this:
Pull every email, text, or message a prospect receives between booking and the appointment.
Lay them out in order.
Now read them straight through as if you were anxious, overwhelmed, and unsure what you were walking into.
Do they educate?
Do they reassure?
Or do they just confirm logistics?
This space is one of the biggest opportunities firms have to build trust before the consult ever happens.
Most firms don’t miss this because they don’t care.
They miss it because no one ever told them to look here.
Laura Lee