Testimonials

See what others say about Chris Mullins and the Intake Academy

– Eric Eggert

Yesterday I learned the importance of being compassionate to every call because, although it may be the 100th time that day I have heard the same story, it is still one of the biggest issues in that person’s life at that time and it is the first time they are calling us to discuss it. I learned that even if I know we cannot help the client that by doing this it will make them feel comfortable and be more likely to call us back in the future for a case that we may be able to help them with. Doing the little things like this will help create lifelong business relationships that will benefit the client when we can help them and benefit the firm with future revenue and referrals. I learned to be grateful for every call because without each call, we don’t have a job.

– Eric Eggert, Schwartzapfel Advocates Ltd.

– Pat Misek

“Chris, many many thanks for being student of the month. I do so appreciate this recognition and Sharon is quite pleased with me and your program. We have both learned and attained new skills. Congratulations to you on climbing the mountain — what a thrill. It gives me encouragement to get out and at least walk around the block!”

– Pat Misek at the Law Office of Sharon Christie

– Cara Lyon

Cara Lyon at Christensen Law Firm says she learned that when speaking to a potential client, the call needs to only last approximately two minutes. Within that time frame we do not use “normal” language, but “absolute” language. This en­tails: 1) Welcome potential client and get their name; 2) Ask what they are calling in regards to and repeat what they say to make sure you understood it correctly; 3) Ask if you can schedule an appointment to come in and sit down with an attorney; 4) If no appointment is scheduled ask for their contact information so we can mail out our free company newsletter/book; 5) Ask potential client where did you hear about us and, finally; 6) Remember this is similar to a sales call. Sell yourself and the firm. She adds… “I also learned that if you need to put a potential client on hold, to say their name and the reason why you are placing them on hold. When you get back on the line with them, tell them thank you for holding and ask how you can assist them. The worst time to put anyone on hold is in the beginning of the call. I will work on applying these steps when answering the phone.”

– Cara Lyon at Christensen Law Firm

– Michael Sabolinski

I think the most eye-opening and informative aspect of the presentation for me was the Wall of Apathy. It was important for me to hear that most prospective clients are calling us because they need us, but at the outset they may not trust us or even want to be calling. I tend to operate under the naivete that of course everyone trusts me, why wouldn’t they? I haven’t done anything to sacrifice that trust. But it’s not personal; it’s just the nature of things. In light of this, we need to make it a business of relationships and healing. I feel this was a concept that has always been with me, but hearing it presented in this manner will stick with me. It will be on my mind during every intake conversation.

Another very important concept presented was to keep the trigger word “grateful” in your mind at all times when processing an intake. This is another idea that I believe was embedded in me, but explicitly hearing it made a great impact on me. This is so important when you are having a tough day, whether those troubles are personal or professional. This has already resonated for me, as last night I was beginning to get out from under a mountain of paperwork that accrued during a week long vacation. There was an intake call that came in as most employees were leaving for the day. I felt an obligation to put my personal work aside to assess this new case. I really understand how important it is to be grateful for every call and the opportunity to be a part of this business of relationships and healing.

I also really enjoyed the aspect of managing a prospective client’s wants and needs. I tend to take it personally and allow it to really weigh on me when I cannot give the caller everything he/she wants (i.e., us to accept their case). I always feel awful and hate being that bearer of bad news. It was good to hear and recognize that we must give them everything they need, but all we can do is maximize what they want. It is easy to give them what they need by simply showing empathy, listening, and focusing on their problems. But we do not get to create the law, so giving every caller what they want is impossible. All we can do is try to maximize delivery on those wants.

Finally, another term I really took to heart was “compassionately interrupting.” I have been personally trying to do a better job of controlling intake conversations. Sometimes I feel so bad for our callers I just allow them to vent. But this is not always the most productive strategy, particularly where it is clear that there may not be a case. It’s important to recognize that controlling a conversation doesn’t mean you have to lack empathy and compassion. You don’t have to be rash or militant with the caller. It was good to hear that it is totally acceptable and necessary to control a conversation. It is part of the process to interrupt, reign in the caller and get them focused on what is important and relevant. This is necessary provided there is compassion involved so I really liked that concept of “compassionately interrupting.”

Overall, I think this was a great program and I have already tried putting the techniques into my practice. Thank you and I look forward to the continued training we will receive in the next year.

– Michael Sabolinski, Schwartzapfel Advocates Ltd.

– Sara Harris

  1. I attended the intake academy for the entire days’ program and took many interesting concepts away with me. The ones that stand out the most that I hope to apply include the following:
  2. It is extremely important to remember that relationships come first and business comes second. We are a relationships and healing business more than a legal business.
  3. Empathy comes first.
  4. When a prospect calls, it was planned and it took them time to call, so I need to be ready and confident – game on.
  5. When a prospect calls, they have already spoken to or are planning on speaking with 3 to 5 other firms we compete with. We cannot sound like the others.
  6. Individually we need to be excellent, provide solutions and do the best we can do — be focused
  7. Be grateful.
  8. Eliminate the entitlement and complacency. I have to strive to achieve and stay focused, but walk a mile in the other person’s shoes at the same time.
  9. Catch each other doing something correct every day.
  10. The most valuable tool is your voice.
  11. Be honest.
  12. Intake consists of introduction, talk, acknowledge, konfirm and execute. Follow the script but don’t sound like you’re following the script, have a conversation.
  13. Three rules to intake are do not skip a step, make sure prospect and you are in the same step and complete each step/complete the process.
  14. It’s ok to compassionately interrupt and speak up/change your voice/be strong. Also be specific and explain what happens next.
  15. I personally am a “doing stabilizer calculator” which means I am a practical thinker who is steady, consistent, passive, accommodating and cautious, reserved, analytical and systematic. When under pressure, I slow down and can become critical.
  16. Thank you to Chris for a great seminar.

– Sara Harris, Schwartzapfel Advocates Ltd.

– Shirley Warner

“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.”

– Shirley Warner of Walker & Billingsley

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