Tip # 9: Best Way to Train Your Intake Team — Transcript

Full transcript

1. 0:01hey this is tip number nine of our top
2. 0:0425 tips for managing and marketing a
3. 0:07plaintiff's Law Firm I want to share
4. 0:09something that's really important intake
5. 0:11because if you spend all the money on
6. 0:14learning marketing getting business in
7. 0:17the door and spending money on marketing
8. 0:19you're wasting your time and money if
9. 0:23you haven't first mastered intake an
10. 0:26intake is the process when somebody
11. 0:27comes to your Law Firm what happens to
12. 0:29them
13. 0:30and I've got specific tips for you on
14. 0:32this number one
15. 0:35the intake team whoever you hire has to
16. 0:38be compassionate I hate stereotypes I
17. 0:41hate generalizations but generally women
18. 0:43tend to be more sympathetic caring and
19. 0:46compassionate on the phone than men it's
20. 0:48just been my experience so we hire and
21. 0:52take persons who just exude compassion
22. 0:55uh during the intake calls so that's
23. 1:00number one is hiring the right people
24. 1:02but training them is so essential that's
25. 1:04tip number two we use Chris Mullins
26. 1:06who's in New Hampshire she is the intake
27. 1:10doctor uh and she exemplifies the
28. 1:13virtues of compassion and caring and
29. 1:17just exuding that in every intake call
30. 1:20because you don't want to treat people
31. 1:22like they're they're you're just about
32. 1:25money or they're pieces of meat they
33. 1:27have something horrible that happened in
34. 1:29their lives and you need to make sure
35. 1:31that compassion is exuded by your intake
36. 1:34people at every call Chris Mullins is a
37. 1:38master at this process at training your
38. 1:41people so my advice call Chris Mullins
39. 1:44the intake doctor spend an hour with
40. 1:47just to get started with your new intake
41. 1:49people and then train them periodically
42. 1:52so every month or two months have
43. 1:55another hour session with Chris where
44. 1:57you can sort of reinstill the values
45. 2:01tip number three record every intake
46. 2:04call that your firm gets we use call
47. 2:07rail which costs about sixty dollars a
48. 2:09month they recall all of the incoming
49. 2:11and outgoing calls to our law firm and
50. 2:14we can listen to at least one intake
51. 2:16call or as many as we want every
52. 2:20a week or every you know and so we're
53. 2:22basically listening to these intake
54. 2:24calls and we're trying to figure out are
55. 2:26we showing the sympathy and compassion
56. 2:29for our clients that we really want to
57. 2:31exude and we want to show clients so
58. 2:34that's tip number three is using
59. 2:38callrail and then what will happen is
60. 2:40Chris Mullins will listen to the intake
61. 2:43audio recording uh through callrail and
62. 2:46critique how your intake specialist is
63. 2:48handling the call really good because
64. 2:51all of us can improve and just keep
65. 2:53getting better
66. 2:55my fourth tip is use an intake
67. 2:57management software we use lead docket
68. 3:01it's a great way of documenting every
69. 3:03lead that comes into your firm should be
70. 3:06on the intake software whether it's lead
71. 3:08docket captura smart Advocate there's a
72. 3:11bunch out there uh we lovely docket the
73. 3:16the customer service is really lacking
74. 3:18at lead docket but the software is great
75. 3:21and so at the end of the week we can see
76. 3:23who's number one how many leads did we
77. 3:25get who is referring the lead star firm
78. 3:28what are the lawyers who are sending the
79. 3:30most referrals and what are our highest
80. 3:33value cases so every lead will get a
81. 3:35ranking from one to five stars and the
82. 3:38five star cases and four star cases are
83. 3:40the cases that we want to make sure that
84. 3:42the follow-up process is really good I'm
85. 3:44going to give you a fifth tip here
86. 3:46automate parts of the intake process so
87. 3:49if you contact our Law Firm today
88. 3:52and we in our intake software we
89. 3:56identify you as under review then
90. 3:58there's going to be a sequence of
91. 4:01automated emails that will go out to you
92. 4:03that explain our processes that explain
93. 4:06uh you know what how we handle the cases
94. 4:10tips for getting medical records
95. 4:12everything so we throw our best
96. 4:13informative video links on these emails
97. 4:17and the new client receives a series of
98. 4:20emails including copies of my books from
99. 4:22day one we want to show up like no one
100. 4:24else we want to be better than anyone
101. 4:26else at educating and and following up
102. 4:29with our clients and then tip number six
103. 4:31the most important thing with intake is
104. 4:34not simply doing a great job on the
105. 4:37initial phone call but what happens
106. 4:39after that phone call that's the
107. 4:41critical part and you need to train your
108. 4:43intake team that their job is not done
109. 4:46when they take the call but do they
110. 4:48follow up with it do they call them the
111. 4:51next day or a week later and say hey I
112. 4:53just want to follow up with you did you
113. 4:55happen to send the medical records or
114. 4:57you know whatever needs to get done
115. 4:59and here's the the the final tip that I
116. 5:03will give you I think it's number six is
117. 5:05set aside time once a week for just half
118. 5:07an hour where you're going to meet with
119. 5:09your intake team and discuss the leads
120. 5:12like how many leads you got give them
121. 5:14feedback on the quality of the leads
122. 5:16that you've got and what leads that you
123. 5:19want them to prioritize and focus more
124. 5:21time on them because the follow-up after
125. 5:24the initial phone call is everything
126. 5:28now one final little tip you should
127. 5:30always with call rail measure how long
128. 5:32does it take for your team to answer the
129. 5:35phone so for example you get a call you
130. 5:37don't want it ringing ringing ringing
131. 5:39and then go to voicemail you want them
132. 5:41picking that up as soon as that call it
133. 5:44rings pick it up quick answer it
134. 5:47follow up and then you know one of the
135. 5:50added bonuses if you do a really nice
136. 5:52job on the initial intake you can ask
137. 5:54for a Google review and many times new
138. 5:57clients are willing to give a Google
139. 5:59review if only if you ask so our firm
140. 6:04has five well we did have 580 reviews
141. 6:07it's down a little bit uh but we have
142. 6:09580 Google reviews and I can tell you
143. 6:11many clients will say we hired your Law
144. 6:15Firm because of the reviews that we saw
145. 6:17they are so good
146. 6:19so these are my tips for mastering the
147. 6:21intake process most importantly if you
148. 6:23do nothing else call Chris Mullins the
149. 6:25intake doctor that's her sort of uh
150. 6:28nickname and talk to her about training
151. 6:31your team getting her on board uh she is
152. 6:34absolutely fantastic and and we
153. 6:36regularly train our intake team with
154. 6:38Chris Mullins it's not expensive we
155. 6:41spend about an hour every couple of
156. 6:42months with her just going through
157. 6:44critiquing new calls seeing how it's
158. 6:46going don't spend another dollar on
159. 6:49marketing unless you first Master the
160. 6:52intake process that is so important
161. 6:55final little tip is automate the process
162. 6:58for following up with other attorneys
163. 7:00who you refer work to so if you're
164. 7:03getting a bunch of cases that you refer
165. 7:05to other attorneys through your intake
166. 7:07software you can automate the process of
167. 7:09seeking updates from the referring
168. 7:12attorney so periodically every few weeks
169. 7:16or every month have you have you called
170. 7:17the client have you retained the client
171. 7:19and what is the next step in your
172. 7:21process very short and simple automated
173. 7:23requests so that you know what's going
174. 7:26on with the cases that you refer to
175. 7:28other attorneys so those are my tips if
176. 7:30you like this video about intake please
177. 7:32subscribe to our YouTube channel this is
178. 7:34just one of 25 tips that I'm going to be
179. 7:36giving to you for managing and marketing
180. 7:39of plaintiff's law firm and we'd love to
181. 7:42hear a comment or something from you and
182. 7:45I will respond to you but thank you
183. 7:46again I'll see you next time on the tip
184. 7:48number 10. take care