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Why isn't your intake performing up to standards or up to speed the way you want them to? Hi.
I'm Ryan Pitz with the Intake Academy. Lawyers come to us all the time and say, "How come
my team won't perform? They don't understand that we're trying to convert these callers
into good cases." Well, a couple of things. Number one, have you ever actually held your
team accountable and listened to them on the phone and given them immediate feedback (both
positive and negative) about what they're doing on the phone? Most likely you have not.
We can help you do that. The other thing that you typically won't do is you won't frame
it for the intake specialist that they are actually in sales. Now sales is not a dirty
word in the legal profession and your intake specialists and receptionists and paralegals
need to understand this. In order for you to be successful, you have to be able to sell.
You have to be able to sell and market your service. This ultimately leads to significance
so you can help more clients. So they need to understand this. So this has to do with
their understanding of their role. The other thing is they've never been trained. So do
they have a process and a script in place? And is that script relationship based? Is
it integrity based? Is it designed to develop relationships or is it just a screening script,
okay? What you'll need to have is an actual selling process in place integrated into your
intake system (your telephone intake system.) So these are the things that you need to be
aware of to really hold your team accountable and to improve and say hey look, it's not
their fault, if you haven't given them the training. We can help you do that. I'm Ryan
Pitz at the Intake Academy. Thanks again.