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four times a month, a million bucks. That’s a lot of money.

[Applause] For those of you that have a a lower

average fee, 10 grand a month, it’s 120 grand a year for one case a month. So when I tell you you’re losing cases, I

know we lost cases for a long time because we either put people on hold, our receptionist answered, we made lots

of stupid mistakes over the years. And you’ll see some things we do now that are making us millions of dollars simply

by adding technology in the call center, like automatic call backs. So take

notes, call me, figure out how to add the the technology if you don’t have it. It’s no

longer acceptable not to have the technology. That’s why I’m redoing this to really make sure we all understand

what we should be doing in our firm. So, it’s fantastic that you’re all paying super attention to the AI and how to

improve your marketing using AI and SEO, but if you don’t answer the phone correctly when it rings, you’re wasting

all the time and energy and effort you’re putting into the marketing because you’re not converting on every

dollar. So, how much more money do you spend on marketing and how much more money are you going to lose on intake?

This is important, just as important as any other part of your firm. The only other thing I’ll say before I start is

where we started, the blind spots and the biases, right?

The report cards I gave you are real, right? So when you read that report card

and some of you have zero chase process, imagine that. I called your firm,

you couldn’t sign me, and then you never called me back. like zero. Not a phone

call, not a text message, not an email. What the hell is that? Like that’s a

guaranteed loss of income. Like if that happened in my firm, I would rip Jeff’s throat out. Like that’s just not okay.

That’s real. What I gave you is real. So if you’re looking at your report card and that happened at your firm, I

promise you, we spent a lot of time doing those report cards. I reviewed them. I made Chrissy correct calls.

Recall firms because I didn’t like the way it looked. In Chip’s firm, it’s different because they do property

damage. I made her call them like four times. Said, “Nope, I don’t like the way you asked that question. I’m not sure

how to tell you to ask it. Let’s call again.” And we gathered more data. Let’s call again. And we gathered more data.

We made sure we did it right. What’s in those report cards is real. Now, the rest of you, I know how to call your

firm because you’re personal injury law firms. You’re like me. I didn’t exactly know how to call chips firm, but we made

sure we got it right. I can tell you what’s in the report card is right. It’s real. So, if you have a blind spot or a

bias, it’s [ __ ] What’s in that report card really happened. I made sure

of it. I read every one of your report cards. I made her fix things, change things. So, take notes, pay attention,

and we need to make changes because we’re going to do this again, right? And next time you want, right, as much as

I’m frustrated because I want you guys to be great at this, right? You want to

be great at this because you are losing money when you’re putting people on hold. You’re not chasing them. You’re

not calling them back. Or if Chrissy wrote on your report card, zero empathy.

Chrissy is a very sweet person. And I know she didn’t want to write that, but

she wrote it on some of your report cards. if she wrote zero empathy.

Imagine having a serious case calling a law firm and the person on the phone was

just an [ __ ] She was short. She was abrupt. I saw words like that. That

you’re never going to sign that case. And then on top of it, you don’t call them and chase them. There’s no way.

It’s not going to happen. So, we need to make changes. All right. Okay. So, let’s rock and

roll. So we’re going to cover integration of systems, delivering the call, use of a

queue, auto call back, how to convert the chase process, sales team, analytics

and KPIs. So automatic routing, not all of you have a CRM. You all have a phone

system and you all have a case management system. Some of you have a CRM sitting on top of your case

management system. So if you have like Filevine and Lead Docket, Lead Docket would be the CRM, right? So this means

we’re going to connect the phone system first. It goes to the CRM tool. So lead

docket if you have lead docket and then it data dips into the case management system. So what why do we do this?

Number one, single point of contact. When the phone rings, you want to answer

the phone and never put the person on hold and never transfer them. Two, well, never place a new client on hold. Three,

have the right person talking to the right person. Right? So, for instance, for us, we do social, VA, and PI.

They’re not all trained in our call center to do all three. So, if someone’s coming in on a social call and I can

identify it as a social call because of a DID number or a UTM code, it directs

to the social person. We also correct to make sure it’s the best person, best chance of creating the conversion to

lead for the case. So, how do we connect the systems? So, the first thing that

you’re bringing into the office when the phone rings is what? The caller ID, right? Everybody’s got caller ID. If

they’re dialing an 800 number, they can’t block their number. It can’t be private. You’re welcome to take pictures of this if you want, but you can have

the entire presentation just like our prior speakers. Obviously, I share anything. So, at the end, there’s an

email address and I think it goes to Chrissy and she’ll send you whatever you want. So the caller ID comes in, the phone

rings. What happens instantaneously? It scrubs your system. Now if you have lead

docket, the only thing in lead docket is every call, but it doesn’t really say what the status is if you accepted the

call. So first it’ll look at lead docket. If the number is not in lead docket, the CRM tool, then it knows it’s

a new client, right? Because it didn’t get registered there. If it’s in lead docket, then it’s going to have to go to

your case management system to see if you don’t have lead. Anybody here have a CRM like a lead docket? Okay, so this is

important. It has to go to both. It goes to the lead docket and then it goes to the case management system. If you don’t

have the CRM, it goes right to the case management system. So it looks at your data and it says here’s my caller ID. Do

I have a match in the case management system? So we have three options. Option

number one, it’s a vendor. It’s the insurance adjuster, it’s a doctor, it’s

an auto body shop. So, that’s a commercial business. My recommendation is that can go to an IVR. They’re a

commercial business. They’re used to getting a machine. They know who they want to talk to. Why tie up any human

being in your law firm? Thanks for calling Dewey Jetman. If you know the extension of the person you’re looking for, dial it now. Press one for a dial

by name directory or press zero to speak to a human being. Right? So that takes care of all of your commercial business

and that call is going to get routed automatically to where it needs to go. If it’s a customer, an existing client,

it’s going to look at the status of that customer’s case. You build it so it’s set for the status if you want the call

to go to different people. So if it’s in medical management and you want it to go to the case manager, it sees it’s a

client, here’s the status, and it automatically delivers the call to the case manager. Your case managers should

have a recorded voicemail that you have decided is acceptable for your firm,

right? So, everybody can’t just do their own thing. So, if you believe in call blocking, the voicemail should say,

“Thanks for calling Susie at Rob Leavines. I’m sorry, I’m helping another call customer right now. I return all

calls twice a day between 11 and 12 and 3 and 4.” So, the person leaving a message, your customer has an

expectation of when their call is going to get returned. If you need immediate assistance, press zero. Then that goes

to reception and reception will track her down or give her to somebody else. If the number doesn’t exist, then it

goes to intake. So we assume the number is not in our system. Therefore, it must

be a new customer. Their phone call goes directly to intake. Intake is a closed

unit, right? We don’t overflow to other parallegals in the office. We don’t

outbound to a a call center to cover it. Comes into intake, stays in intake.

What if it’s effectively like a formal complaint? So, yeah. So, that’s a closed case. So,

if it’s a customer and the numbers there, the part of that status workflow where I said the status is going to tell

it where to go. So, in our firm, status closed over 30 days, that’s going to go

to intake. under 30 days, we’re assuming they’re calling about their check or something financial or some other issue.

Once it’s over 30 days, then it’s going to go to intake. So, in addition to that, so we’ve

grabbed our caller ID, we’re going to grab the DID number. And the point of the DID number, right, number one, is

attribution. Even though John was saying, don’t kill yourself over attribution. So, I agree you don’t want

to kill yourself, but I don’t agree that you shouldn’t be tracking attribution. So, the DID number is going to give you

attribution from anything that you can track, right? So, if you’re doing a pay-per-click ad, an LSA ad, uh

something in um Facebook, or anywhere else that you put a specific phone

number, then it’s going to track that number coming in. So, that’s the first

point of the DID number is giving yourself attribution. Obviously, you can use UTM codes for attribution as well.

Uh the second point of the DID number is what I was saying about where you want the call to go. So for your office, as

an example, you only do PI, but let’s say it’s big truck. And so let’s say you

really want somebody who’s really well-versed, who’s the best in your firm

to handle an 18-wheeler case. And let’s say you’re running advertising for an 18-wheeler case and you’re using a DID

number for the 18-wheeler case. You could make sure when that call comes in that that call goes specifically to the

next available agent that you’ve scored, right? So you can score people in two ways. One is what they’re capable of

handling. So for us, we say you these people can only handle social, these people can only handle VA. These people

can only handle PI. And this group can handle anything because we have a group that can handle no matter where it comes

from to handle it. Because if you dial my regular phone number, Rob wins that’s on TV and on billboards. Then obviously

I don’t know what it is. It could be any three of the things we advertise for. So that goes to someone who can handle

anything. If I know it’s a social case, then we direct it to social. Does that make sense?

Okay. So how people are going to contact you. So everything we just talked about

is in an inbound phone call, right? But for most of us here, I don’t think

there’s anyone that doesn’t have all three. Someone can co contact you by an inbound call. They can do a form fill on

your website or they can chat and text with you. Is there anyone here that doesn’t offer all three? Okay. So the

highlighted part in pink, treat all three with the same sense of

urgency. If you chose, which you all did, to

allow your client to reach out to you by any one of those things, then you have

to be able to treat them the same as an inbound phone call. I can tell you looking at your report cards, a lot of

you are not treating them the same. Your form fills, some of you didn’t even get

a response to the form fill. Like, somebody filled out, I have a case. I’m injured. I need help and you didn’t even

follow up with them. How quickly do you expect to answer a phone call? It’s immediate, right? Phone rings, you

answer it. Well, a form fill comes in. So, you want to set it up so it gets ingested into your system. So, in our

office, the form fill comes in, it goes into Smart Advocate. Smart Advocate spins it up, delivers it to the front,

and then the front gets picked up by Ring Central, which delivers it to the next agent. So it’s really from the

perspective of the call center agents, there’s no difference between a form fill and a phone call. It’s getting

delivered to them by the system automatically next in line. It takes I think 60 to 90 seconds, right? So the

time for it to come into Smart Advocate, Smart Advocate to extract the data, fill

out the form in the wizard, then delivers it to the front of the system, and I think Ring Central comes by every

30 seconds and picks up the next thing every 30 seconds and then gives it to the next agent. No reason why everybody

shouldn’t be ingesting exterior data into their system and then giving it to

their phone call. If you’re getting form fills, which is I’m going to assume what’s happening into Outlook, it’s lost

because if I’m supposed to be looking at Outlook and supposed to be in a case management system and supposed to be

talking to clients, my Outlook gets buried quick because what else comes into Outlook?

Every crazy email that you send to them, right? Along with all the spam. So

immediately a form fill comes into Outlook and it’s buried within seconds and then buried further and then buried

further and then before you know it they don’t even see it. So that has to go

into your system chat and text. So what we used to do when someone would want to

text us or chat with us right through a service we would try to convert the chat

into a phone call. So the person who answered the phone we don’t do chat internally. Does anyone do chat

internally? Henry does. Other than Henry, we’re all doing it externally. So, if we’re

chatting with someone, and this goes for you, too. What you don’t want to do is say to the person, “Hey, we have someone

standing by right now. They could talk to you on the phone. Would you like to talk to someone?” We used to do that. We thought, “Oh, that’s good service. We’ll

get them on the phone.” Well, they chose to chat with you. And one day I got a hair across my ass and I said,”I want to

look at the data from when how many texts we’re getting, how many cases we’re signing, and how many cases we’re

losing.” So they sent over the data and I looked at it and I said, “Okay, how many cases that we’re trying to transfer

from them to us are lost and disconnected.” And that’s when I realized, holy [ __ ] we’re losing half

half of the calls that we were sending from our chat company to our law firm to

talk to people. People were hanging up. So, the chat company would call the person, call our firm, and think they

were connected, and then the person would hang up and there’d be nobody there. Why? They don’t want to call.

They don’t want to call. They don’t want to talk on the phone. That’s why they chatted with you in the first place. So we changed that policy

and we literally have cases we never talk to and I don’t mean just in intake I mean from day one to the end. So when

we’re doing the intake and chat we’ll say to the person once they’re transferred to our office right? So

they’re with the chat company they come to us now they’re being their case is being opened. How what is your preferred

form of communication? If that person says chat, we never talk to them. Like

I’ll run your case from start to finish and only chat with them. We don’t call them. We don’t email them. That’s how

they like to live. There’s a lot of people that’s I mean I look at kids when I go to a restaurant now. How many watch

kids sitting at a table and they’re literally texting each other across the table. Parents are sitting there talking

and the kids are having a texting conversation. They don’t even talk. They’re just texting. Now my kid did

that. I would that would not work. But lots of parents allow it. Why? Because

it’s entertaining the kids. So the kids don’t talk, don’t interrupt the parents. The parents are having a good time. It’s

their night out and the kids are having fun together texting. So if someone wants to chat with you, stick with the

chat. All right. So delivering the call to the best person scoring. So that’s del that’s different than

skill. So you have skill set which is whether let’s say for Michael’s office you wanted to deliver it to someone

who’s a trucking expert right or my office three different verticals

whatever your office is that you decide if you have people trained on different skills then it’s who’s the best intake

person in the team right so you can make this as narrow focused as you want and

really score people very carefully or do more general settings I think we have three levels right three levels. So, we

have three levels that we grade you. You suck, you’re average, or you’re great. And so, just kidding. So, if you’re

rated as great and the call comes in, we don’t I don’t round robin. I don’t

believe in roundrobining, right? I believe in survival of the fittest. Our intake people work on base plus

commission. If you’re great, you get as many calls as I can give you. So, if no one’s on the phone, you can be

guaranteed that if they have the skill set matches, oh, also language, right? So, if if the call comes in and we know

it’s a Hispanic speaking uh client, it’s going to go to someone who has a skill setting of being able to speak Spanish.

Now, for us, that’s almost everybody, but back in the day, it wasn’t everybody. So, that’s another thing you can skill set for is what language based

on where the call is coming from, right? So if you doing um Hispanic advertising,

right, and you assign a DID number to that, then you can make sure that when that call comes in, it goes to somebody

who speaks Spanish. So um in addition to the skill set, so we rate them based on

their wanted and conversion ratio, based on their speed to answer the phone,

based on how long they take to sign people, based on a number of different factors. And whatever their score is,

the better the score, the more calls they get based on their availability. Why? Because I want to convert as many

calls as I can, right? If I lose a call because you weren’t good enough to sign it, right? Then I lose my average fee.

If you can’t convert, then it’s out the window, right? So give it to your best

person. Obviously, you want all your people to be great. That’s just not reality, right? There’s just not the way

life works, right? We live on a bell curve. You have good people, you have great people. Use of a queue. So I

described in the beginning when the call comes in, our intake center is locked.

We’ve tried different things over many, many years. How many people let their call center calls overflow into their

office. So let’s say a parallegal answers the phone when the person. So one, anybody else? Two. All right. So

hands are going up. I love So Joe didn’t show up, but Joe showed a video once where you have one guy come out and

start dancing crazy on the hill and then all of a sudden a second person comes out and a fourth and then you have a mob

of people dancing. Has anybody seen that? I’ve noticed when I speak it’s the same thing. If nobody raises their hand,

you can’t get one. Soon as one person, thank you for raising your hand, volunteers to be first, then it goes

two, three, four, and then everybody’s like, “Oh yeah, I’ll admit it.” So, I can’t help if you don’t answer or you

don’t participate, right? I’m not whatever. You do what you do. This why we’re not going over your report cards because I don’t want to embarrass

anybody. I’m not showing scores. Your your card is yours. It’s private. No one else has seen it. If you want to talk

about it privately, we can. So, we’ve made that mistake, right? And

that’s a mistake if you’re letting it overflow. The first problem is that it overflows depending on how you have it

set up to a group. So, let’s say you have six available parallegals. It rings

to six phones at the same time. What do you think all six do? They’re like this.

I’m busy. Someone else will get it. And the phone keeps ringing. Or it’s on a round robin. So, it rings to the first

desk and that person is supposed to answer it, but guess what? She got up and went to the bathroom, which we used

to do in our intake center. So, we used to not let them have control and the phone would automatically ring into

their headset and they would just have to answer the phone. The problem we found is they get up and go to the

bathroom and forget to put that they’re either on lunch or at the bathroom or taking a break and it would ring in

their headset. Then it would ring ring ring. The system would realize, oh, nobody’s there. And then it would go to the next person. Same thing’s happening

with your overflow with your parallegals. Do not allow it to overflow to your paralle. There’s no good way to

do it. We’ve tried it every possible way. It doesn’t work. The last thing you want to do is who who lets it overflow

to a call center? I mean, yes, a professional call center and answering service. That’s just as bad, right? So,

it rings in your office. Remember, the phone rang. You’re the customer. Ring 1

1000. Ring 21000. Ring 31000. Ring

41000. Now, it transfers to the uh outside agency. ring 6100. How long

you think they’re gonna sit on hold? Did you see in some of your report cards how long somebody waited for the phone to

get picked up? So people hang up. They’re like, “Screw this. I’ll call

somebody else.” So if everybody’s not available, go into a voicemail that

says, “Hi, thanks for calling. Do we cheated him and how? I’m sorry that we’re on the phone with our customers right now. Your call is important to

us.” Right? Our expected weight time is whatever and you know what your average

weight time is. You should be able to look up in your system how long is the average weight time. Our average weight

time is what is it now? 18 seconds. Our average weight time if you hit the queue. So our average wait time is 20

seconds and we’ll be with you. So whatever it is it is be honest, be transparent and tell them those people

are going to wait because you were honest and you told them. And if they don’t wait then you’re going to see what

we do which is the automatic call back. You can also by using a Q by the way is

prioritize calls. So for me we have personal injury and veterans disability

value and then I have social security disability far less value. And so if I

have a social security disability case that’s in the queue and then a personal injury case that comes in behind it, I’m

going to jump the social security case and take that call first and make the social security person wait. Why?

Because this has way more value. If you have a trucking case that came in that you knew was a trucking case and you

have a regular PI case, you’re going to jump and take the trucking case first. So, it’s another advantage of using the

queue. This is the auto callback system. Write this down. So, you went you have Ring

Central and you went to them direct. Do you have this? Yeah. So, this number is what we were

saving years ago with less volume than we have now. What does this mean? This

means that people called our office and we took longer than 15 seconds to answer

the phone. 15 seconds is an average of two rings. The time that from when they

dial the number to it ringing twice because there’s time in between. You don’t realize that, right? They hang up

before they talk to a human being. So, in a 10-month period, we dropped

2,300 calls. That’s before they talked to a person.

They hung up, but it was over 15 seconds. If you do research in Chat GPT,

when should I be calling back? Most call center statistics that you’ll read will say 20 seconds. We decided 15. You don’t

want to call someone back at 5 seconds because they didn’t really want to talk to you in the first place. It was a wrong dial, whatever. So, 15 seconds. We

called every one of them back. Our system automatically recognizes the phone number. It saw they never talked

to a person. The call lasted longer than 15 seconds and they hung up. Our system

immediately calls them back and delivers it to the next available agent. And we most likely have an agent. Jeff told

just told you it’s like 18 seconds is the average wait time. So we call them back and it automatically goes to the

next agent. The next agent knows and says, “Oh, Mr. Smith, if the name comes

up, I’m sorry that we missed your call. I see that we got disconnected. I’m very sorry about that. How can I help you? Of

those 2300 calls, we signed 688 cases.

688. That’s our average when you include social, VA, and PI. That’s how much

money we would have lost in 10 [ __ ] months without calling people back.

Who has an auto call back system? It’s not an auto but it’s a script that

we have seen a lot of Anthony you do no it’s being implemented

okay so one has somewhat of a system that they’re fully developing the rest

of you have people who are hanging up and you’re losing them as customers now

this is massive volume obviously and we do more volume so That’s not your

number. But who cares what your Yes, me. Go ahead.

When it comes to this, we just use call rail. If that goes 15 seconds to record a hang up and then our team is supposed

to call that person back, they’re not doing that. Obviously, is this what you were telling earlier that Ring Central?

Yes, this is through Ring Central. So, it’s automated. The Ring Central central system recognizes that the call came in,

recognizes that they never spoke to a person and that they hung up and the

time from when it came in to hanging up was greater than 15 seconds and then it automatically calls the number back that

you pulled in by caller ID and then delivers it to the next available intake

agent. Make sense? Yeah. Go ahead, Adam. And what’s what’s this cost on average?

That’s cheap. I think that cost us like 3,500 bucks. You can get our build.

That’s not a Stephanie. You don’t need Stephanie for that. That’s not a has nothing to do with your case management

system. That’s 100% in Ring Central. You just need them to pull up our build. So,

they struggle for some reason, right? But so, if you call, Jeff can help you get assigned to the right person.

Everybody met Jeff, right? You has anybody not been in his room as a subject matter expert? Jeff, stand up.

So when you go into our subject matter expert room for intake, that’s Jeff. So Jeff can help you with that. Right? So

you could just set it up so it’s just in the sequence of the next return call. It’s not going to autodial them. Right?

So Ring Central is going to recognize it, deliver it as the next call. It wouldn’t autodial in my office either if

no one was available. So it’s going to give it to the next available person. And that person is going to have to say

dial and so they hit the button to call the next available person. We would never call someone if we didn’t have

like so for instance we talked about using a predictive dialer. So the predictive dialer is going to be calling

high volume of people and leaving voicemails if they don’t answer like a robo dialer, right? But you have to

assign people to be responsible for that. And then it predicts based on

percentage of availability who’s going to be available, when they’re available, and calls based on that pattern. This

isn’t that. This is going to call you back and when someone’s there to say

answer. So, this one is cheap. Three grand, whatever. 3500 I think we paid to

have it done in our office and now we’ve put it in other people’s offices. Who thinks that’s not worth the money?

So, if you have a phone system that can do it, you should all be doing it. The other system you said you just did it

with Ring Central cost you 25 grand. Yeah. So, 25 grand. Who thinks that’s not

worth the money? So take your average fee and you only lose, let’s say, only

one case a month. That’s it. So in 12 months, your average fee times 12, that’s your loss. Subtract your expense

of 25,000. What’s your net? And then multiply that to however many years

you’re in practice. Who thinks that’s not worth it? Anybody?

Right? So next time I do ghost calls to your office, we’re all going to work on our technology. Right? because we all

just admit it’s worth it. All right. So, knowing how to convert. So, we’ve

now done technology. We’ve got the person on the phone. So, you’re spending whatever it is, 20, 25,

35% of your revenue on marketing. So, every phone call counts. So, goal number

one, right? Anybody hear the marketing adage, one call, that’s all. Right? Same

thing applies to your call center. The goal is to sign the person on the first

call, right? Because I can guarantee you that if you don’t sign them on the first

call, whatever your percentage of wanted to sign ratio is on first call, whatever

that percentage is, it’s going to drop when you start chasing people. Right?

Once you start chasing people, 100% guaranteed it’s not going to be the same. And for those of you who don’t

chase people right on your report card, you don’t call them back, you have a 0% chance of signing them. So whatever your

wanted and sign ratio was, it went to zero. So that’s the first thing you want to think of, right? So listening,

compassion, empathy, build trust on the phone call, qualify them, send them the

contract, have them sign it, have them send them back to you. Right? whole

thing in one call. So wanted and signed ratio minimum standard. So my opinion is

that your wanted and signed ratio should be 95%. Ken doesn’t believe it’s possible. Average firms when we people

call us and they want us to do consulting for us, right? So people hire us, Joff helps them, I help them is

probably between 70 and 80%. That’s the average firm’s wanted to sign ratio. How

many people here don’t know their wanted to sign ratio?

One, two, three. Hands are going up. Four, five. Okay. So, I can tell you in

our experience of talking to firms, the firms that don’t know their wanted to

sign ratio is generally even lower than firms as their average that know the

wanted and sign ratio. So, if you don’t know it, I highly suggest you start tracking it. So, in case anyone in the

room doesn’t know what that means, I’m going to explain it. It’s simple. Yes, Neil. Our just went up yesterday because it

turns out two of our wanted ghost calls.

It’s good to know. So, wanted and signed is simple concept. You actually talked

to the person on the phone. You screened their case. Your call center person

said, “This is a great case. They were rearended. They’re injured. We want this

case.” That’s a wanted case. Signed means you

actually had them sign a contract and return it to you. So wanted and signed.

Of the clients that you want, you should be signing 95% of them in my opinion.

Right? That makes sense, right? This is somebody’s case I want. Therefore, clearly they should become my client.

Okay. So, this is the key. When you know the case

is wanted and you can’t sign it, this is the reason you can’t sign it. They had

an objection and you couldn’t overcome it. Right? Because we already remember

there’s categories of why we lose cases. So, our intake center is like a strainer and we’re plugging the holes. So, first

of all, we didn’t answer the phone. Secondly, we put them on hold and they hung up. They hung up before we answered

the phone and we didn’t call them back. All reasons were losing cases, losing cases, losing cases. The next reason is

we answered the phone and they stayed on the phone with us and we screened them and we said, “Oh, this is a good case. I

want it.” And then they said to your call center person, “I don’t really have time to do this right now.” or I don’t

have the money or I want to talk to my spouse first or I think I should call

three law firms and talk to them before I make a decision. Whatever the objection is, if you haven’t trained

your intake person on how to handle the objection and they kind of

screw it up, then you’re not going to sign that case. And that’s the biggest

reason for wanted and signed dropping is because you can’t overcome objections.

How many people have a list of the common objections and have trained your person to answer the phone on exactly

what to say? So, not a lot of people. So, if you

email info, whatever that says at robinelegalssolutions.com

and ask for our list of how to overcome objections, we will send it to you. But

the list is useless unless you train and test your people on it. And if you want

a copy of my presentation, just ask for the same thing in that email.

If you can’t convert on the first call, right? So, the goal, one call, that’s all. convert on the first call. If you

cannot convert on the first call, we’re chasing. So, how many people have a

chase process in place? All of you. Okay. So, I shouldn’t say

all of you. Well, some people didn’t chase. Some people only chased on the first day. So,

how many people chase for a week?

So, some of you do, some of you don’t. So, we chase for seven days. That’s my

recommendation in your u ghost calls. Obviously, we don’t track you for seven days. That would take us too long and

way too much work. I think we tracked you for three days. The day of the accident and then three day the day of the call and then three days after that.

A lot of you only chased for one day. How many of you are chasing with different systems?

Phone, text. I mean, we still have email listed on here. Personally, I think email is a a waste at this point. I’m

not sure why we still do it. So, if you’re injured and you want to hire a lawyer, what is the likelihood that

after you reached out? Because remember, this isn’t someone that’s hasn’t made a decision. They reached out. So, they

obviously want to hire a lawyer. We couldn’t convert them. The likelihood that they go up more than a week, right,

is highly unlikely. Now, that doesn’t mean they’re not in a CRM tool, right, that’s going to send them messaging,

right, and stay on top of them, but we’re not going to actively call them. And our last message, right, when we

leave, your last message is different than the rest. It’s, you know, we don’t want to be a pain in the ass. We’re so

sorry that you were injured. If you need anything from us, we’re always here for you, but we won’t follow up with you

after that. That also gets some people to call because they’re like, “Oh [ __ ] I really should hire someone.” So, very

simple. Well, that’s our chase process for social and VA different, but for PI, it’s seven days.

Yes. How do you I guess your CRM, how do you know that your team is actually doing

that? So, it’s automated like they don’t do it. It’s given to them. So, when I

explain to you that a form fill comes into smart ad, so we use smart advocate,

but this will work with any case management system or like a lead docket. So when I explained to you that a form

fill comes in and gets built in Smart Advocate, right? And so then it gets delivered to the front of the system and

then I told you Ring Central comes by every 30 seconds, grabs the next call, right? And then pulls that call and then

Ring Central is going to deliver it. Well, the same thing goes for the chase. So we have all sorts of different calls

that have to be made. New calls coming in, right? Then we have the form fills coming in. Then we have the follow-up

calls. So, if there’s the follow-up call is due to be made at in the morning

today, it’s going to be in Smart Advocate. It’s going to pull that information because they’re in a status

of a wanted case that we’re chasing and we’re on day two and we have to make our phone call. Smart Advocate is going to

pull the data, deliver it to the front of the system. Ring Central is going to swing by, grab it, and then deliver it

to the next available agent who hits dial, has the screen pop, and off they go.

They don’t have a choice. So we used to back in the day allow people to have a

list and they could pull calls and they were pulling calls. But what the term you heard Jeff use cherrypick, right? So

they would be cherrypicking which calls they wanted and there would be calls that got ignored for a long period of

time. We’re like this doesn’t work. So now it’s completely automated. You have zero control as an intake person over

what call you get next. It just comes to you. You hit dial and off it goes.

Okay, so sales team, who belongs in your intake center? They are not case

managers, right? Case managers dot their eyes, cross their tees, they’re highly

organized. They shouldn’t be answering the phone. It’s another reason we don’t overflow from intake into case

management, right? Because they’re different mindsets. Our intake team are sales people. That is their mindset.

Number one, they’re driven by money because they’re on a commission basis. I want them to churn and burn. They

understand that they have to turn calls, get to the next call, still have empathy, still have compassion, listen

and sign cases. If you don’t put the right people in your intake center, you are not going to get to 95%. It’s just

not going to happen. They have to have that that charisma, right? Make that

friend on the phone. Make that person feel special. Listen to that person. That’s different than a case manager.

Case manager doesn’t have that extra juice, right? That extra energy, that

pizzazz that automatically makes you ever just talk to somebody and you feel like, “Oh, this is a really cool

person.” You meet them and they start talking. You’re like, “Wow.” And they’re like your best friend ever. That’s what you want in your call center. If you

don’t have that person in your call center, you are not going to get to 95%. So, did you ever notice that when you

take a call that that person’s busting everybody’s chops in your office and then you take it, it’s different? Well,

it’s different for two reason. One, you’re the owner. And two, you just have that thing, right? That intangible thing

that’s very difficult to reproduce, right? So, you have to find the right

person to answer that phone so that they have that thing. I can guarantee you if I took one of my best case managers and

then moved them into intake, they would not be my best intake person. They’re two totally different dynamics, two

different personalities. So, select the right person. Commission is hugely important because you’re now hiring

salespeople and salespeople are driven by money. So, yep. Well, how do you recruit

how do you recruit sales people? I mean like phones all day long like any other position you find people

who are driven by money have a background in sales have a background in intake center they’ve done it before

they know what they’re looking for it’s just it’s part like any other anything else that you interview you have a a

criteria you’re looking for right so you’re looking for that criteria I can tell you back in the day right when we

hired people who were local and in our building you could walk into like a a Verizon store and hire someone like that

or walk into Nordstrom and hire a sales person like that. So you’d find those people who were doing that job. But now

we hire remote. So and I hire international for intake. So it’s more about the screening process. We’re

screening people on the phone. What is their background? Will we watch them watch a video of a day in the life of

what does it look like that they’re getting into? Talk to them about what their goals are. They have to be driven by money. Like any other interview

process. So our commission process, I don’t know if I have a slide on our commission. No. So, our commission

um obviously they all have a base pay, right? So, you give them a base pay and

then one to eight calls for us, right? That’s how many we’re looking for uh as

the average, let’s say, for how many calls somebody should sign in a week. The commission should be weekly because

if you have a bad week, right, it just resets and then you get yourself back on on track and do great the next week.

Originally, when we did it, like I told you, right, learn from my mistakes. We used to do it monthly. And what we

figured out was if you had two bad weeks and then you realize, [ __ ] I’m never going to get to the point where I’m

going to get to the next level. People give up because what the hell, it’s not, they don’t have that same drive. So, for

us, we reset the commission every single week. It’s that carrot dangling it and they’re always driving for it. So, eight

is the goal. They make $17 I think in 50 cents or $17 per call for up to eight

calls. If they get to the ninth call and sign nine, it’s no longer 17 for all

eight. It goes up to 20. So all eight change and they get $3 more a call,

including the ninth. Every call beyond eight goes up three bucks. So the whole group 1 through 8, 1 through nine, 1

through 10, 1 through 11, and that’s what drives them. So I always get the

question is, well, do you think people are going to just take garbage calls and are going to make [ __ ] up? No, people

don’t do that, right? So just we believe in our team, we trust our team, we train our team, and obviously every case we

sign gets screened by the personal injury division anyway. So if somebody signed a total piece of [ __ ] it’s going

to come back to them. The only thing that I ask if we’re going to review a case with you and say why did you sign this case, if you can give me a rational

justification is why you thought it made sense to sign that case, good enough for me. I pay you whether we keep it or not

because I feel you’re doing your job. So if they can say, well, based on that story, I thought based on the

intersection, if we could find video that would verify what they said, that case made sense, so it made sense to

sign it. Good enough for me. So we don’t let lawyers ever near our intake center,

right? We’re all trained to look for problems. That’s our background, right?

I don’t want to look for problems. I want to look for reasons to sign this case. I want you to fight for cases. So,

we don’t ever ask lawyers their opinion on our calls. You just sign the call. You think we should take it, you make

the decision, you sign it. If somebody says that overcoming an objection right at the beginning of the call, well, I

really want to talk to a lawyer before I uh decide to hire your firm. What do you

do? Anybody got an idea? You answer the phone. Mike says, “Get a

lawyer on the phone. Get more information. Get more information.

Set an appointment with a lawyer.” We just talk over them. Of course, we’re going to let you talk

to a lawyer. But before I do that, I just need to get a little bit more information and talk to you about your case. So, you said you were in an accident. That’s really horrible. I’m so

sorry to hear that. Are you okay? Oh, I was injured. My back really hurts. Oh, that’s horrible. I had a back injury

once. That’s the worst thing to deal with. So, tell me, where did the accident happen? And they just start talking and that’s it. By the time that

call is over, they’re your best friend. They sign the case and they forgot that

they even wanted to talk to a lawyer. If they still say they want to talk to a lawyer, say, “Oh my god, of course.” So,

the next step is I’m going to live connect you. This is during the day. I’m going to live connect you to your case manager. She’s going to do a full intake

with you and explain everything and then she’s going to let you talk to the lawyer that’s assigned to your case. Oh my god. Thank you so much, Gan. I really

appreciate that. We don’t let lawyers in the call center. I wasn’t kidding. Now, if they absolutely say, “Look, I’m not

talking to you anymore unless I can talk to a lawyer.” Sure, I’ll get a lawyer on the phone.

your chances of signing that case just dropped. Lawyers, if it’s not me and not Mindy, lawyers just that’s not their

nature, right? They don’t have that personality. So, if it’s Mark who’s on social media all the time with jokes,

he’s got that personality. All of us do. But how many people Well, aside from Neil, Neil answered the phone when we

called him after hours. So, that’s why he was so pissed off at me. I wanted that case so bad. I thought it was a

real case. But for the rest of us, how many of you are actually answering the phone?

Right? That’s not us, right? It’s just a lawyer that works for us. They don’t necessarily have the personality to

screen a call and and make that person feel good about it. You ask questions

and you kind of probe the person. It does it’s not a great way to go. Okay.

So, numbers are down. You’re freaking out. So, two problems, right? One of

two. Is it a marketing problem or is it a call center problem? You don’t really

know. You got to figure that out, right? So, we step back and we look at our inbound call volume. So, are is our

inbound call volume doing well, right? Or is our actual inbound call volume down and therefore it’s probably more of

a marketing issue than it is a call center issue. Your inbound call volume could be consistent, but maybe we made a

mistake in our advertising and we’re getting too many property damage phone calls and not enough bodily injury

calls. So, our call volume is still up and it’s still not a call center problem. It’s a marketing problem because we’re attracting the wrong calls

because we tried changing up our algorithm and doing some different things and it’s not working out so well.

So, before you call the call center manager, which Jeff has gotten these calls before, screaming what the hell’s

going on in the call center? Figure out first if it’s marketing before you scream at call center and then scream at

your marketing person. So, we can talk about outbound reports and connected call reports. So obviously outbound is

what it sounds like. We’re calling from the call center out to the customer, right? So what’s our contact ratio?

Percentage of leads that we’re contacting. How many contacts attempts are we making? Right? So we’re looking at it by division. We’re looking at it

by sales rep. How what is our same day contact ratio? Because remember I said to you, right? Number one, one call,

that’s all. I want to sign you while I have you on the phone. If I can’t, every

day that goes by, my statistics decrease in the chances of converting that lead

to a signed case. So the first day, the day of is pretty important. I want to

try to get you back on the phone. So you said to me, I need to talk to my spouse. Oh, I totally understand. Let’s say you

couldn’t overcome that objection. What time does your spouse come home? He comes home at four o’clock. Okay, how

about we set up a call for five o’clock tonight and we can get both you and your spouse on. Does that work for you? Sure.

Five o’clock is perfect. I will talk to you then. And you make sure you call that person back at 5:00 because if you

don’t sign them that day and you go to the next, it’s decreasing, decreasing, decreasing.

So, uh, lead pull time, how quickly are we pulling leads and how quickly are we

responding to them? connected call reports, answer rate, what percentage of calls are we

answering, are case wanted, are the reps picking the right cases, case rejected, are your reps denying the right cases,

conversion rate, how many intakes did your rep handle versus how many cases they signed. So, they all work at

different speeds, right? So, one person is definitely a superstar, right? And she definitely churns cases much faster.

She makes people feel special. She listens to them, but she really just

knows how to move through cases. And so she signs way more cases than anybody

else. Not because the system is necessarily giving her more calls. She’s just ending and answering, ending and

answering much faster. And her wanted and signed ratio is high. So she’s a

superstar, right? So when you’re measuring your cost of your

intake person, it’s not just what is their wanted and signed ratio, it’s what is their ratio, right? So how many calls

are they actually taking and how many of those are they signing? And of course, not all that applies, right? So if

you’re not doing volume, then that’s not necessarily as important. So yes, some of the things I say apply to us. So it’s

large volume. So if you’re doing lower volume then it’s not as important but the wanted to sign ratio that is for

sure that is the most important number period. You were first then Adam. So

first of all there’s no assigning cases in our office. Nobody ever owns a lead. Period. And that’s the only way to make

the way our system would work is like it’s just delivering because the last thing you want to do is try to deliver a call back to the right person. Imagine

someone calls up and say calls you back and says, “Oh, I’d like to speak to Katie.” “Oh, I’m sorry. She’s on another

call right now.” “Okay, well, can you tell her I called and have her call me when she’s off?” That’s like kill,

right? So, notes are in the system. Anybody who gets the next call is going to follow up with that call. So, it’s

whatever. Plus, they work different shifts, right? So, we we start at one time and then they go home and then

other people come in. We’re staffed at a high we’re 55 people, right? So we have the highest peak window when most people

are there less in the morning, less at night. And so no, nobody owns a call. We tried that. It didn’t work.

You open 24 hours. We we used to be open was that you Lloyd? Yeah. So we used to be open 24 hours.

Now we’re not. We decided the overnight stuff is just is mostly garbage. We get very few calls overnight. Although that

might change now. So I’ve been thinking because now we’re in Boston, right? So being in a big city, that might change

for us. But where we were in Rhode Island, it didn’t make sense. So we were there till like 9 or 10 o’clock at night

and we start at 7 o’clock in the morning. Uh and then that window overnight, we were having uh is it

alert? Right. So depending on where So that’s a the hours that you should work,

right? I that was a personal bias. When we were 24 hours, I just didn’t want to

hear it. I didn’t want to change. Like it just makes sense for us to answer the phone. And finally, he convinced me

showing me the data like we’re not signing. We’re not signing. We’re not signing. It doesn’t make sense. We’re just pissing people off and burning them

out making this rotating shift and work overnight. And it made sense when I looked at the numbers. Finally, I gave

in. But now that we’re in Boston, I’m not so sure that’s going to make sense any longer. So now that the volume is

going up, I think we’re probably going to end up going back to 24 hours. Just it’s a different environment. So it

depends for all of you, right? You just have to look at your data. When does the phone ring? How many calls come in? And

how many are real cases? If you’re getting cases overnight, then yeah, you should be staffing overnight. Alert does

a good job, but they are not as good as we are internally. And alert signs cases for us. So, we use a fake fee agreement

with Alert. So, our fee agreement is I don’t know how many pages, a gazillion, right? So, it’s has everything in it.

And I don’t need Alert trying to sign that. So, we just have a very simple plain one-page contract. So, when Alert

talks to somebody, they can sign the person. That way the customer, the client feels, “Oh my god, I have a

lawyer. They’re on my side.” And the next morning when we call to introduce ourselves and do the full intake, we say, “Oh, we just have a few more p

pages we have to go over with you.” And then we send them the full intake and we sign the full intake with them. So

that’s my recommendation. If you’re using somebody overnight, what percentage you get signed up over the weekend?

Uh, if I had my phone, I could tell you. So this weekend I think this past weekend we signed four or five on

Saturday and like three PI cases. We don’t get a lot on the weekend. So that’s it. Any questions on reports

KPIs? So if you want anything that’s the email address happy to give you the whole

slide presentation. We’re happy to give you the overcoming objections report. I hope you had an amazing second Well,

today’s our second day. Our amazing second day today. Dinner at 7 o’clock.

Everybody knows where they’re going. and we’ll see you there.