Guide

What the intake call audit includes and what you receive

A plain description of what you send, what is done with it and what comes back, so there are no surprises.
Last reviewed October 29, 2026 · By Dr. Jeffrey Scott Stanton, DCH

What you send

A handful of recordings or transcripts of recent intake calls, from each person on the desk if possible.
A short note on the practice area, the fee wording and how consultations are booked.
Anything the firm already tracks, such as booked consultations by month, if it wants to share it.

Agree what to send and how it is shared before anything is sent. Remove or mask details the firm does not want shared. See recordings and confidentiality.

What is done

Each call is scored on the 14-item scorecard across the five stages.
Scores are summarized by person and by stage.
The pattern behind each lost moment is read against the 13 R2R archetypes.
One moment is chosen as the first thing to fix, with an example from the firm's own calls.

See the method.

What you receive

A scored review by person and by stage.
The pattern read for each person.
The first moment to fix with wording options for the attorney to review.
A short plan for coaching, with what to rescore and when.

A clearly invented example is on the sample report page.

What is not included

Legal advice or any evaluation of a caller's case. The attorney line stays with the firm.
A promise of results or a booking rate.
Review of marketing, lead sources or the website.
Anything that replaces the firm's own review of recording and communication rules.

For cost questions, see what law firm intake training costs. To begin, go to the call audit page or contact page.

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

Want this scored on your own calls?

Send a handful of recordings or transcripts. You get a scored review by person, and the one moment to fix first.

Start With the Audit or book a conversation