Case Study 02 · Family Law

Half-again the retention. A hundred-page manual.

The ten-month intake rebuild that became a hundred-plus page customized operations manual, and a one-half lift in potential clients retaining the firm.

(Source: Liz Miller's case study record, 2026, anonymized real prior client.)

The Firm

A growing family law firm with inconsistent intake procedures and minimal staff training. The marketing was working, prospects were calling and emailing. What happened after the first touch was the problem.

The Challenge

Three problems. Same root.

Struggling with inconsistent intake procedures.
Lack of staff training across the intake function.
Missed opportunities to convert potential clients into retained clients, "some potential clients received immediate attention while others fell through the cracks completely."

The Engagement

What we actually did.

One. Completely rewrote and restructured intake department procedures.
Two. Incorporated ongoing workflow changes and software updates over the engagement arc.
Three. Worked with intake coordinators and the entire staff to build consistency in communication, documentation, scheduling, conflict checks, follow-up, consultation prep, and client onboarding.
Four. Cross-training implemented so multiple staff could competently handle intake during vacations, absences, and high call volume.
Five. Produced a hundred-plus page customized operations manual, the firm's permanent training reference.

The Outcome

Three outcomes. One that still pays the firm back.

(Source: Liz Miller's case study record, 2026.)

Outcome one · retention

A one-half lift in potential clients retaining the firm.

(Per Liz's case study record, 2026.)

Outcome two · the manual

A highly detailed hundred-plus page training manual that continues to be used for onboarding and training new employees.

(Per Liz's case study record, 2026.)

Outcome three · stability

Long-term operational stability and consistency throughout the organization.

(Per Liz's case study record, 2026.)

In Liz's Words

"This is the engagement that taught me intake is not a script. Intake is a system, call routing, response time discipline, scheduling protocols, conflict-check workflow, consultation prep, follow-up cadence, onboarding choreography, and almost no firm has it written down. The manual we built is still in use. Every new hire at that firm learns intake from a document they did not have to invent. That document is what makes a one-half retention lift stick instead of bounce."

, Liz Miller

Services that did this work