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When was the last time you listened to your team, your staff, your intake specialist handle
prospect phone calls? I'm Chris Mullins with the Intake Academy. Here's what's going on.
Your team is doing the best that they possibly can. They have a screening process, an intake
screening process that they're following because you've asked them to. So they're doing what
they're supposed to do. But what's happening is because they're so focused on getting to
the next call, and the next call, and the next call is they're rushing through the screening
process. And they're doing what we call "license and registration". So they kind of say "your
name, your last name, what address are you at, where did the accident happen, what happened,
did the police come". And that's exactly how your team sounds because that's what they
know to do. Again, license and registration. Here's what we teach them to do at the Intake
Academy. Myself, Chris Mullins and Ryan Pitz at the Intake Academy will teach your team
how to do what we call "singing" during the screening process. So after they're done building
a relationship with that prospect on the phone, what they're gonna do is they're gonna say
"I'm gonna ask you some questions so I know how I can best help you. Would that be okay?"
So they're getting permission from that prospect. And then -- boom -- they go right into the
screening questions. But here's how they do it: "Okay, Mary, can you tell me what your
last name is? And how do I spell your last name? And where did the accident happen? Oh
that's terrible, you're kidding me, that's awful!" So what they're doing is, they're
changing their tone in their voice and their pace in which they speak and their inflection,
and they're being part of the story, and they're repeating back what the person says. And there's
pausing, and they're paying attention to the answers during the intake screening process.
And reacting to the answers so if they hearing something terrible, they're not just going
on to the next question. They're stopping, they're dropping everything and they're saying
"My God, that's terrible! What were they thinking? I couldn't imagine being in your shoes." That's
what we call "singing", and that's exactly what your team is going to do. In addition
to that, they're also going to learn how to gather all the information and control the
call. Because when that prospect's on the phone, they're gonna try to take you somewhere
else but your team is gonna know how to compassionately interrupt and continue on with the process.
And lastly, we're gonna teach your team how to do what we call "check in". You're gonna
check in with Mary or Johnny on that phone call and ask them if they're okay. You're
gonna tell them they're doing a great job. You're gonna recognize that the next question
is probably pretty difficult for them but they're okay, they're doing a great job, they're
not alone, and they're almost done. My name is Chris Mullins with the Intake Academy.
Just call this number and we're gonna do a free mystery call. Ryan Pitz and I will speak
with you, the attorney, on your own telephone consultation where we're gonna play your mystery
call for you. It's okay -- we're gonna be there to help you. We're gonna tell you what
worked, we're gonna tell you what didn't, we're gonna tell you all the opportunities
that you have, and then we're gonna tell you step by step exactly what to do to fix the
problem areas. You can do this, you're not alone. I'm Chris Mullins with the Intake Academy.