The article discusses the alarming failure of many law firms to handle client inquiries effectively. According to Clio’s 2024 Legal Trends Report, 67% of firms didn’t respond to emails, and 48% didn’t return phone calls, which is worse than in 2019. The article emphasises the importance of proper intake procedures to avoid losing potential clients and reputation damage. It also suggests using tools like AI chatbots and virtual receptionists to improve client interaction and maintain competitiveness.