Testimonials

I recently hired Chris 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™.

– Benjamin W. Glass, Benjamin W. Glass, III & Assoc. PC

The Phone Sales Doctor™, expertly and ably attacks a very significant problem area.

– Dan Kennedy

Thank you for taking the time in helping our firm to grow. This month’s training was quite the experience. It helped me look at everything from a different perspective. Working as the hearing supervisor you tend to be on the far end of the room when it comes to the marketing aspect of the firm. Well, that was my thought process at first. This session has taught me otherwise. I now know the importance of the sales and marketing features with Schwartzapfel Advocates/Lawyers. Companies are not only about selling the firm and how great or experienced we are. It is also about selling ourselves every day with every phone call we take/make.

In such a competitive industry, we must make sure all calls are treated as our one and only. If we can make the client feel like they are far more important than anything else, then we do not have to worry about any other competition. I also learned that we must show empathy for each and every one of our clients. Make them feel at home and as though they do not have to worry about a thing. Answers all questions and be very detailed so they know we are paying attention to everything. We want these clients to be a part of us for life. Whether it is through referrals or is just a passionate client whose life was changed due to our professional services.

The most important thing I learned besides making sure the client feels important every time was the importance of professionalism and following the intake script. I do not think it is so much about everything being said word for word, but most importantly:

• taking a step back
• slowing down
• being welcoming/detailed
• analyzing the situation
• empathizing
• being courteous and helpful in any and every way possible (whether we are able to assist the client or not)
• making sure the client knows we are listening and how we will proceed
• helping this firm stand out from the rest and helping the firm grow in all other ways (by identifying possible cases related to BI or WC)

I look forward to learning more and growing with this firm. I really appreciate this experience as a whole.

– Angelica Ortiz, Schwartzapfel Advocates Ltd.

What I learned from the first intake training session yesterday was some of the basic principles of doing an intake call with a potential client. First, making sure that I understand what are the needs of a client in contrast to just their wants. Secondly, the importance of making a good impression as soon as we answer the hotline, because clients will usually call other law firms who offer similar services and most of these law firms tend to sound the same. On the other hand, clients may be hesitant to make the initial phone call due to various factors such as previous misconceptions of attorneys in general or having a bad experience with a previous attorney/law firm. Therefore we need to make sure that we stand out from the rest of the competition in a positive way, by using the appropriate tone of voice, actually listening to the client’s situation/story, verbally recognizing/acknowledging that we can relate to what the client has gone through. Reassuring the client that they have called the correct place, making it clear to the client from the very start that we will be taking action and actually explaining to the client what I am planning to do. Third, making it clear to the client that we are well informed and have the experience to answer or address any questions or concerns they may have. Furthermore asking the client before the call has ended if they have any more questions. Lastly, I learned that it is okay to compassionately interrupt a client, to make sure that we always follow the rules of intake, to always be grateful that a client calls and answer each phone call like it’s your first because, at the end of the day, we have a job because of our clients. So in conclusion, after yesterday, I have already made small changes in how I answer ad calls by welcoming the client, taking more time to listen to what the client has to say, confirming that I have the clients’correct contact information and reassuring the client that they have called the right place.

– Alex Benavides, Schwartzapfel Advocates Ltd.

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 pitcher. 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”!!

Thank you!

– Attorney Brian Ricci, Ricci Law Firm PA

With all of the competition out there, it is important to stand out. One way to do that is to wow the potential clients right away. When a client calls our firm looking for representation, they most likely have 3 to 5 other law firms in mind that they will be calling to see who can help them the quickest. During the intake call, we have to remember to slow down and listen to what the client is saying. We have to show empathy and let the client know we understand this is a difficult time for them and we are here to help. If we personalize the call by using the client’s name and reassuring them that they have called the right place, they will feel important and will choose us to represent them. We can use the step of intake as a guideline to ensure that every caller receives all the attention they deserve.

– Nicole Smith, Schwartzapfel Advocates Ltd. Schwartzapfel Advocates Ltd.