The Full Engagement

How the training works

Twelve parts in four groups, from the first call review to a measured reassessment. The attorney stays in control of every word that is adopted.

Start With the Call Audit Book a Conversation

Three ways to work together

The scope is agreed in writing before any work starts. Prices are quoted for your firm, based on the number of intake people and the number of calls reviewed.

The Call AuditFor a firm that wants the diagnosis first.Your calls scored on the 14-item scorecard by person, the stage where consultations are lost, the pattern behind it for each intake person, and a short list of what to fix first. Many firms fix the top item themselves from this alone.
The Full ProgramFor a firm that wants the desk rebuilt.The twelve-part engagement: value statements, scripts, objection handling, follow-up, a playbook, coaching on the moment each person avoids, and a measured reassessment on the same scorecard. Reviewed by the attorney at every step.
Ongoing Scored ReviewFor a firm that wants it to hold.New calls scored on the same card each month, a written summary by person, and a coaching conversation on the one behavior that moved least. Scope and cadence agreed in advance.
Parts one to three

Assessment

  1. Review the real conversations: recordings, transcripts, scripts and intake materials.
  2. Turn the audit into feedback: what happened, why it mattered and what to handle differently.
  3. Understand the firm and the person handling intake: services, consultation process, strengths and goals.

You hold: a scored review by person and a plain list of what is losing consultations.

Parts four to seven

Message development

  1. Define the value of the consultation and of each service: who it helps, what it addresses, what it includes and what it does not.
  2. Connect the value to the caller's why, in conversational language rather than a pitch.
  3. Build situation-based examples, with wording for when there is no verified past-client experience to reference.
  4. Refine everything with the attorney for accuracy, scope, pricing and role boundaries.

You hold: value statements the attorney has approved.

What a value statement changes

The caller says: "What does the consultation actually get me?"

What most desks say

"The attorney will go over everything with you. We are a full-service firm."

Nothing the caller can hold onto, and no next step.

What a trained desk says

"It is the hour where the attorney hears your whole situation and tells you what the process looks like from here, so you leave knowing the next step instead of guessing. You mentioned the hearing is the 14th. Thursday or Friday morning?"

The value is in the caller's terms, no outcome is promised, and the case is not evaluated.

Parts eight to ten

Scripts, objections, playbook

  1. Build the complete telephone conversation flow, stage by stage, with a process flowchart.
  2. Develop objection handling and follow-up: understand the concern before answering it.
  3. Bring it together in a reusable playbook with next-step responsibilities and an agreed scorecard.

You hold: the call flow, the responses to the nine most common concerns and a follow-up routine.

Parts eleven and twelve

Training and reassessment

  1. Train, practice and coach: role-play, feedback and review of real calls, aimed at the pattern each person runs.
  2. Reassess on the same scorecard and deliver written recommendations and a final debrief.

You hold: new calls scored against the old ones, by person, and a written debrief.

Coaching and support

A structured engagement can include four weekly coaching sessions and priority email support during a 30-day coaching period. Each session works on one behavior for one person, using their own recorded calls.

Scope and measurement

The exact deliverables are agreed with the firm in advance. Conversion analysis depends on suitable records and agreed measurement criteria. No result is claimed that has not been measured. Scope, plainly: everything on this site concerns the conversation that turns an inquiry into an engagement. Nothing here is legal advice, nothing touches the legal work or the attorney's judgment, and any wording a firm adopts is reviewed by the firm against its jurisdiction's rules on attorney advertising, solicitation and fee communication before it is used.

About the Author
Dr. Jeffrey Scott Stanton, DCH

Dr. Jeffrey Scott Stanton, DCH is a behavioral strategist and the founder and Chief Learning Officer of R2R Diagnostic Group. He is the former EVP of Learning & Development at Douglas Elliman Real Estate, where he trained sales professionals on the conversations that turn an inquiry into a commitment. He applies the same method, the R2R Assessment and a 14-item call-review scorecard, to law firm intake teams. The work is the conversation only; legal questions and judgment stay with the attorney.

More on the method, the scripts, the dialogues and the scorecard is on the legal intake pages at jeffreyscottstanton.com.

Start With the Calls

Let us look at what happens after someone contacts your firm.

A conversation about your intake process and the first two parts.

Start With the Audit Book a Conversation