025: How Client Care Specialists Improve Consultations and Firm Growth with Brandie Cooper

In this episode of Probate Notes, Sam flips the script and brings listeners inside his own law firm to explore a part of probate practice that often gets overlooked: the first phone call. That initial conversation sets the tone for the entire attorney-client relationship, shaping expectations around cost, timeline, communication, and trust. Sam explains why attorneys are often not the best people to handle these early conversations and how a well-trained intake professional can improve both client experience and firm efficiency. Joining Sam is Brandie Cooper, a client care specialist at Price Law Firm, who shares her perspective from the front lines of probate intake. Drawing on her background in banking, sales, and client service, Brandie explains how she gathers essential information, guides conversations with empathy, and helps families feel supported during an emotionally difficult time. Together, Sam and Brandie discuss how structure, compassion, and clear boundaries can lead to better outcomes for both clients and law firms. This conversation offers insight for probate attorneys considering whether to delegate initial consultations and for professionals who want to understand what it takes to excel in a client-facing intake role. In this episode, you will hear: Why initial probate consultations often work better when handled by a non-attorney How intake professionals gather key information without giving legal advice Setting clear expectations around probate timelines, costs, and communication Managing emotionally charged calls with empathy while guiding the conversation Common objections and challenges families raise during probate intake The importance of finding the right personality for a client care role How effective intake systems support client retention and firm growth Resources from this Episode https://pricelawfirm.com/about-us/ The 6-Stage Probate Process: How to Navigate California Probate: https://a.co/d/82310Rw  Follow and Review: We'd love for you to follow us if you haven't yet. Click that purple '+' in the top right corner of your Apple Podcasts app. We'd love it even more if you could drop a review or 5-star rating over on Apple Podcasts. Simply select "Ratings and Reviews" and "Write a Review" then a quick line with your favorite part of the episode. It only takes a second and it helps spread the word about the podcast. Episode Credits If you like this podcast and are thinking of creating your own, consider talking to my producer, Emerald City Productions. They helped me grow and produce the podcast you are listening to right now. Find out more at https://emeraldcitypro.com Let them know we sent you.