Guide

Sample intake call audit report (invented example)

This is an invented example built to show the format. The firm, the people and every number below are made up. Nothing here is a result from a real firm.
Last reviewed October 29, 2026 · By Dr. Jeffrey Scott Stanton, DCH

Read this first

This sample is fictional. "Hartwell Family Law," its three intake staff and all scores, counts and notes are invented for illustration. They are not a benchmark, a prediction or a result from any real firm. A real audit uses your recordings or transcripts.

Summary

Firm (invented): Hartwell Family Law, three intake staff.
Sample reviewed (invented): 30 recorded calls, 10 per person.
Finding: The calls are warm and well organized. Consultations are lost at the fee statement and at the ask.
First fix: state the fee once, plainly, and ask for a specific time in the same breath.

Scores by stage (invented numbers, 1 to 5)

Stage	Dana	Marcus	Priya
Rapport	4.5	4.0	4.2
Questions	4.0	3.8	4.4
Value and fee	2.5	3.5	2.8
Ask for the next step	2.2	3.0	2.4
Responding to concerns	3.0	3.4	2.6

Reading the table: all three score well on rapport. The lowest scores sit in "Value and fee" and "Ask for the next step."

Pattern read for each person (invented)

Person	Pattern seen	Moment it shows up
Dana	Price Softener	Adds "it is only" or "we can sometimes work with you" right after stating the fee.
Marcus	Closest to the standard	Asks for a time on most calls, loses some at "I need to think about it."
Priya	Texter	Moves to text after the first questions and rarely gets to a call.

See the Price Softener and the Texter.

One moment to fix first (invented)

"The consultation is [the firm's fee]. It covers an hour with the attorney. Would Thursday at ten or Friday at two work better?"

Example of the fee and the ask in one breath. The firm states its own fee and terms.

Coach one person on one moment this week, using their own recording. Rescore the same item on new calls.

What the real report includes

Scores by person and by stage, the pattern read, one moment to fix first with a call example, and a short plan. See what the audit includes or start with the call audit.

Keep reading

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 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.

The method, the scripts and the scorecard are on how it works, the script template and the scorecard guide.

Start With the Calls

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