Upload
larry-bodine
View
1.244
Download
0
Embed Size (px)
Citation preview
Soaring Profits Through
Intake and Conversion
By Gary P. Falkowitz, Esq.
Presented by The National Trial Lawyers
Larry Bodine
2
• Attorney & Journalist• Editor• The National Trial Lawyers• [email protected]• 520.577.9759
Gary Falkowitz• Founding Attorney at Maximum
Intake Consulting, Inc. • Managing Partner at The Falkowitz
Law Firm, PLLC• Former Managing Attorney at
Parker Waichman LLP• [email protected]• (844) 629-4682
3
4
Want Sustained Success?
1) Make The Phone Ring
2) Get Retained
3) Resolve Cases At Their Highest Values
5
Goal:Sign more cases
Without spending
One more dollar
On marketing! (Yes, you read that correctly)
6
Firm Responsibilities•Marketing
•Managing Advertisement Campaigns
•Tracking ROI and KPIs
•Communicating with Vendors
•Supervising our Intake Staff
•Managing Referral Process
•Speaking with Clients
•Spokesperson on TV
7
Why Do We Spend So Much On Marketing?
1)Our ability to earn a fee from a retained case is very high, and
2)Our fees can be huge!
8
Our Personal Investments
• Hire advisor• Track certain metrics• Get alerts• Assess comparable data• Constant review
9
Why aren’t we treating our law firm’s investments the
same
(if not better)
Than we treat our
Personal investments?
10
Average Conversion Percentage for most mass torts cases:
60 – 65%If your average fee is $10,000…
# of Additional Cases Signed Potential Increase in Revenue
10 more cases $100,000
50 more cases $500,000
100 more cases $1,000,000
200 more cases $2,000,000
500 more cases $5,000,000
Reasons Callers Give For Not Signing With Our Firm:
• They’ve hired another law firm; and• They claim that they no longer
wish to pursue
12
90% of the cases we want and lose are retained by another law firm.
Why?
1)We are not the only firm that wants them, and
2)Claimants know that they have options
13
What are the
Real reasons
that claimants
Are choosing
Our competitors
Over us?14
5 Reasons
1.Wrong Person On The Phone
2.Wrong Message Conveyed
3.Inadequate Attorney Involvement
4.Inadequate Procedures
5.Inadequate Tracking
15
I. Wrong Person On The Phone
16
71% of customers buy because
they like you,
trust you
and
respect you.
17
Personality Traits For The Ideal Intake Specialist
•Good Listeners•Empathetic•Likeable / Charismatic•Superior People Skills•Confident•Organized•Do they have Sales Experience?•Do they have Phone Experience?•Do they have Customer Service Experience?•Listen to their calls!
II. Wrong Message Conveyed
19
Basic Tools•Do they have authority to make decisions? •Do they know how to brag?•Can they sell?•Do they have sufficient information about your firm, attorneys, recent news?
20
III. Inadequate Attorney Involvement
21
Attorney involvement
•For All Wanted cases!•Ideally – at the sign up.•Open-Door Policy with intake•Communicating with Referral Firms
22
IV. Inadequate Procedures
23
Need Procedures for:•Follow Ups •Scripts •FAQs•Referrals•Sign Up Methods•Wanted criteria •Refer Out Rules•When/How to get an attorney involved•Calendar Reminders (must be in a place where others can hold them accountable)
24
V. Inadequate Tracking of KPIs
(Key Performance Indicators)
25
What Needs To Be Tracked
• Leads• Scheduled Sign Ups• Wanted Cases• Method of Sign Ups• Referral Sources• Conversion Percentage• Unanswered Calls• How quickly inquiries are
being responded to
• Review of Daily Decisions• Any Follow-Ups not
handled appropriately• Referred-In and Referred-
Out Cases• Advertisement
Campaigns• Hourly Call Patterns• How long are cases in
certain statuses?26
Intake Pitfalls To Beware Of:
• Putting your intake staff on other projects• Long lasting calls for claimants you
do NOT want signed• Assigning too many cases to your
specialists • Not meeting with them• No Open-Door policy
27
10 Things Your Firm MUST start doing:
1. Listen to Calls (again and again and again…)
2. Track (the important stuff)
3. Review the Decisions Made
4. Enforce Strict Procedures
5. Have Attorneys Get Involved
6. Improve/Strengthen your Intake Packet
7. Hold Frequent Intake Meetings
8. Hold Refer-Out Firms More Accountable
9. Show appreciation to your intake staff (make it fun)
10. Manage / Supervise / Lead (be All-In) 28
Statistics To Consider When Evaluating Your Intake
29
Only 10% of Sales People Make More than three
contacts
30
80% of Sales are Made
on the Fifth to Twelfth Contact
31
91% of customers say they’d give referrals.
Only 11% of sales people ask for referrals
32
Only 13% of customers believe a sales person can
understand their need.
33
30% - 50% of Sales go to the vendor that responds first
34
If you follow up with web leads within 5 minutes,
you’re 9 times more likely to convert them.
35
Visuals are processed
60,000 x’s faster in the
brain than text.
36
Personalized emails including the recipient’s first name in the subject
line have higher open rates.
37
The Optimal Voicemail message is between
8 and 14 seconds.
38
80% of calls go to voicemail and 90% of first time
voicemails are
never returned.
39
Questions
• Founding Attorney at Maximum Intake Consulting, Inc.
• Managing Partner at The Falkowitz Law Firm, PLLC
• [email protected]• (844) 629-4682• http://maxintake.com
40
Gary Falkowitz
PRIORITIZEPRIORITIZE = PRIORITIZE
SCRUTINIZE
MAXIMIZE
(844) Max Intake
41