Read some testimonials from happy clients.
Chris, I’m not type of person that would ever bought into intake training and those types of things. With that being said, I thought it was phenomenal in so many ways and wish we would have done this a year ago when we really started growing. The presentation was awesome and made complete sense. I really believe the staff understood the bigger picture. It was also good to have everyone learn more about each other during the Kick Off training. It takes a lot to impress me, and I can tell you, I am very very impressed with your program. I really look forward to our relationship growing into the future. By the way had to call into the office 3x on Friday, and each time I got “Welcome to Ricci Law Firm”!!
Attorney Brian Ricci
Ricci Law Firm PA
Today’s conference call was especially helpful in addressing some of the issues we’ve been having with reception. All of this time, our focus has been on how the intake department and SSD department answers the phone calls. However, this focus was obviously misplaced as reception is the first person our potential clients speak with, therefore we need to work on making sure they are doing the proper greeting when welcoming the client to the firm.
I think the “warm transfers” and “trust transfers” are going to be crucial in taking the first steps toward building a relationship with our potential clients.
As you know, today’s conference heavily focused on the Acknowledge portion of the script and how we can tighten up on either getting clients into the office, or making sure that we don’t lose the potential clients when leaving things a little more open ended when we need to send the investigator out. I found your tips helping lock clients in even when we send the investigator exceptionally useful. If we implement this, it will keep clients “biting their nails” and staying put waiting for our call back, and will further ensure that they don’t go with another firm.”
“I enjoyed the training session today. I learned 1) to keep the intake call to 2 minutes or less; 2) to find out the contact information from the caller whether we get the appointment set or not; 3) if we are transferring the call to another staff member, to let that person know who is calling and why so they will not waste time repeating questions. I will use these tools daily at work and encourage others to do the same.”
Walker & Billingsley
Zoraya Gappmaier at The Christensen Law Firm says that during her phone success session she learned that an often overlooked area of answering phones is getting personal upfront and while getting information from prospective clients. This is done by using first names throughout the entire phone conversation, using “warm” phrases showing that you do care about their frustrations/emotional pain and that you would genuinely like to assist in solving their current crisis and by watching the tone of voice to refrain from sounding routine or like an interrogator. The two main goals with the prospective client are to sell the appointment and get contact information and follow with how the person calling heard about our office. “I also learned to really work on the WOW ending by asking if I can help the caller further and thank them by using their first name and mentioning the firm name.”
The Christensen Law Firm
Sarah at 1-800thelawyer.com says to make sure to try and have conversations with PNC’s be more like a conversation and less like we are interrogating them trying to get all the information that we need. “I would also like to point out that I worked all day on MWF, so if you could have the secret caller try to call on those days that would be awesome, because I want to get secret called!”
“As I was the person in the recorded mystery call last week, I learned lots of things in the session. It was a long call so lots of room for improvement. I learned that I speak too quickly on the phone, and that I am too quick to answer questions without carefully considering the briefest, most helpful answer. I did find it easy to relate to the caller but perhaps didn’t do the best job corralling her to the appropriate topics. I will have to work on controlling the conversation more. I also forgot to ask what prompted her to call that day. “As for an anecdote about exemplary customer service that caused me to purchase something, there is one recent example that comes to mind. I was in Starbucks, planning to order a plain coffee. However, the barista was very cheerful and upbeat and handing out samples. She convinced me to try a sample and to order the drink that I sampled. It was a more expensive drink and her upselling worked perfectly!”
When answering the phone be grateful; it costs $350 for one prospect; show emotion, the caller has a problem and they need our help; let the client know they made the right choice by calling us; when passing a call to a caseworker give the caseworker any important info about the client; always be positive and confident when talking to clients and; always use your script.
Disparti Law Group
Erica Lobo at the Law Offices of Bill LaTour says she learned that they need to speak to the prospective clients with “love.” She writes, “It is not what we are saying to them, it is how we are saying it. Here is how I plan to apply it, by making them feel welcomed to our office and feel the love and by switching up the tone of my voice. She adds… “I learned that whether you let some down in the beginning of a call, or let them down at the end of a call, they are going to be disappointed and/or upset. I plan to apply this by continuing with the screening that is already in place and just trying to be understanding and expect that they will be upset and/or disappointed.”
Law Offices of Bill LaTour
Today was the first day of Schwartzapfel Lawyers Intake Training Seminar with Chris. I thought the presentation by Chris was very interesting and informative. I was able to take away new techniques in order to improve my intake skills. First off, I didn’t realize how much money a firm spends on marketing and advertising each month. This shows the importance of being properly trained so we can do right by the firm and provide the best first impression to potential clients as possible. Chris showed the need to slow down a conversion and be able to really listen to the client. Even though I may be very busy with other factors of my job, I have to act as if this phone call is the most important phone call on the earth. If we can learn how to follow the script, we’ll all be able to properly take down the information needed to provide the client with the best experience when they contacted our firm. Looking forward to the next session.
Schwartzapfel Advocates Ltd.
Today was definitely a learning experience and put a lot of things into perspective giving me a stronger outlook on things. For example, I never realized how much I have in common with the average salesperson. Just like the sprint salesman who wants me to switch over to their service plan, they have to not only draw me in but also make me feel like I would be making the right decision by choosing them. This is exactly the approach I need to use with potential clients. I’m a legal sales rep, my product is disability law and every ad call I take is a potential customer. I believe this way of thinking will deliver better results. Looking forward to the upcoming sessions.
Schwartzapfel Advocates Ltd.
I’ve been paying attention to Chris Mullins and recommending her Intake programs for years but it wasn’t until she spoke at our 2013 Great Legal Marketing Summit that I had the opportunity to see her do a live presentation. Chris spoke to a roomful of lawyers, most of whom thought “well, I don’t have phone problems in my office. By the end of her talk she had them calling their offices “just to check in on how the phone were really being answered.If your business involves teaching business owners how to answer the phones, you need to book Chris for your next event.
I recently hired Chris Mullins to ghost call my own firm, just to make sure my phones were actually being answered the way I thought they should be answered. The process of working with Chris to get the calls done was painless…the follow up call with Chris where we “dissected” the calls was somewhat painful. Turns out we had more training to do.
Chris to the rescue. Her system makes it easy for any lawyer (or business owner) to easily get their staff not only trained once but reinforced on that training frequently. I highly recommend the Intake Academy.
Attorney Ben Glass
Benjamin W. Glass, III & Assoc. PC