A quick guide to law firm intake and sales

So the first thing I want you to pay attention to when you're looking at intake is recognize that a tracking system is absolutely necessary.

Now you can see there are eight different items that I actually want to look at tracking if you have an intake team.

So this assumes that you have inbound calls coming in, And you have leads coming in via form fills.

You're getting a lead coming in, but they didn't call you.

Your team needs to reach out to them via text, social media, email, phone, and schedule an appointment.

Now, for full disclosure, AI can handle some of this, and you should certainly look into that as an augmentation to your teams.

But AI alone doesn't get it done.

You still need an appointment setting specialist.

And so for this appointment setting agent, you have to manage them and you have to measure them.

We have to make sure we're doing this by date.

So what we do is we make sure that they're using the separate sheet that they're reporting on on a daily basis.

And the first thing that they'll enter for us is how many dials did they have that day? And they should be able to get that very simply from your VoIP dialing system.

If you don't have a VoIP dialing system, hey, the early 2000s are calling, they're asking for their old phone system back.

The other thing that we have to do is we have to look at the number of inbound dial.

If you have a big enough team or a big enough flow of leads, you might have a specialist making nothing but outbound calls.

You might have a specialist handling inbound calls.

That's OK.

It kind of depends on where you're at in your lead flow numbers.

But you still have to be tracking how many outbound dials are making, how many inbound calls are receiving.

And then you have to talk about how many actual connections they had, because just because they made a call, just because they received a call doesn't mean it's an actual connection.

Sometimes inbound calls are nothing but robo dials and are not actually a connection.

So a connection is described as somebody you actually had a conversation with that was calling the law firm about something in particular regarding law, not necessarily a sales opportunity, right? Then we're asking ourselves, how many of those were non-qualified? This is super important, especially if you have more than one appointment sending agent, You have to determine whether one is setting better than the other.

And if you don't track non-quals, you will always have reps saying, hey, well, all my leads were non-quals this week or they were lousy leads.

That's why my set rate was down.

You have to be able to track non-quals, which means non-quals need manager override to approve that they actually were a non-qual.