Your law firm intake is missing THIS

Well, I think we need

to start by identifying what we did the last

time.

We broke down intake is a function of the sales process and not necessarily the administrative process.

Once you hire an intake person and we put them through the initial skills testing to make sure they're willing and capable and able to do the job and graduate successfully in that script delivery, that's just the beginning of the process.

Right.

That doesn't mean that they're going to jump on the phone and they're just going to be a superstar from this point forward.

They may, but they still need that ongoing support and

training.

Memorizing a script is one thing.

But after that, now the fun begins.

Right.

I don't care how long you've been at it.

You still need some accountability.

You still need some inspiration.

And so the ongoing training is is what gives you that.

The

teams that we recruit, hire, and do the initial part of the training, if they're coming into the staffing room, when they're doing their ongoing coaching with you weekly through the intake room, why do you think intake agents or teams are underperforming? Underperforming

would be because they've fallen off script and they don't even recognize it, right? Because they're not going back, reviewing their calls, getting any coaching.

They're not taking the time to listen to their calls and do any training.

And it does happen to the best of us.

So it's so important that we're consistently getting that coaching and we're consistently doing that training, consistently having that accountability.

What I think where we fall short a little bit is the intake becomes a reactive process rather than a proactive process.

And if we could get ahead of the potential issues, if an agent is starting to fall off script or, you not being able to have the numbers according to the expectations of your firm.

We need to come alongside them sooner than later, because what could be a very easy fix if identified quickly in a timely manner can save the firm lots of lost