What Happens After You Book

A conversation

About twenty minutes on how intake works today, the practice areas, the size of the desk and what you would like to change. We agree whether the audit is the right first step.

What to send

Three to five recorded calls or transcripts per intake person, including at least one that did not book, plus your script, objection notes and fee policy if you have them. How they are shared is agreed in writing first.

The review

Each call is scored on the 14-item scorecard, by person. The stage where consultations are lost, the pattern behind it and a short list of what to fix first are written up.

The debrief

A conversation walking through the findings with the attorney and intake manager. The attorney reviews anything before it is adopted.

Your decision

Fix the top item yourselves, move to the full program, or continue with ongoing scored review. The scope and the terms are agreed in writing before any further work.

Before you book

You do not need to send anything to have the first conversation.
You do not need to commit to a program to have the audit scoped.
No outcome is promised. What the review shows is what the calls show.

Questions about recordings and privacy are answered on the confidentiality page. 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.