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Increase Sign-Ups Through Intake | Gary Falkowitz, Esq.

Learn how to immediately increase sign-ups for personal injury attorneys. Improve intake processes, enhance customer service, and maximize ROI.

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Increase Sign-Ups Through Intake | Gary Falkowitz, Esq.

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  1. How To IMMEDIATELY Increase Sign-Ups Through INTAKE Presented by: Gary P. Falkowitz, Esq.

  2. Goal: SIGN MORE CASES WITHOUT SPENDING MORE $$$!

  3. Unlike other businesses, personal injury attorneys:1) Are unable to cold-call;2) Work on a contingency; and3) Our ROI can be significant

  4. In other words, our ability to become retained is directly dependent upon our preparation to respond.

  5. Response Power Or Power to Sign Power to Turn Away

  6. Don’t Leave The Outcome To Luck! Control It!

  7. 78 of the Top 100 Most Expensive PPC terms are Legal

  8. WHY DO WE INVEST SO MUCH ON MARKETING? Because… • Our success rate to earn a fee from a retained case is very high; • Our fees can be significant

  9. So let’s just invest more $$$ on marketing… Spend more on Marketing Sign More Cases??

  10. How Marketing Helps Investing in Marketing Leads Brand Recognition Remarketing

  11. How it REALLY works Marketing  Intake  Retainers To maximize the # of retainers, we must excel at Intake. Period. There are no exceptions here.

  12. With every type of investment we make, we should always be considering ROI (Return On Investment)

  13. WHY AREN’T WE TREATING OUR LAW FIRM’S INVESTMENTS THE SAME (IF NOT BETTER) THAN WE TREAT OUR PERSONAL INVESTMENTS?

  14. Our Personal Investments • Hire advisor • Track certain metrics • Get alerts • Assess comparable data • Constant review • Make changes

  15. Before we can investigate why, we need to look at a telling statistic: CONVERSION PERCENTAGE SIGNED/WANTED Example: If I wanted 100 cases and I signed 50, my conversion % is 50% (50/100)

  16. Average Conversion Percentage for most mass torts cases:60 – 65% If your average fee is $10,000…

  17. Average Conversion Percentage for most general negligence cases:70 – 75 % If your average fee is $10,000…

  18. Why are the numbers so low? • Competition is intense • Too many leaks in the process

  19. Where should your conversion percentage be? Mass Torts = > 80% General Negligence = > 90% In other words… there’s A LOT of room for improvement!

  20. What Are The Reasons CALLERS Provide For Not Signing With Our Law Firm? • They’ve hired another law firm; or • They claim that they no longer wish to pursue

  21. 90% of the cases we want and lose are retained by another law firm. Why? BECAUSE WE ARE NOT THE ONLY GAME IN TOWN!

  22. So how do we improve our conversion percentage? We Need To Change The Way We Are Playing The Game!

  23. BlackJack (assumption)

  24. What are the REAL reasons why claimants choose our competitors over us? LOOK IN THE MIRROR…

  25. Is The Claimant Satisfied With Your Bridge? Wrong Person on the Phone Wrong Message Conveyed Customer Service Procedures Statuses Lack of Accountability Listening To Calls Attorney Involvement Referrals KPIs Technology and Vendors Intake Culture Blackholes

  26. Statistic • 71% of customers buy because they like you, trust you and respect you. • A study by workforce development firm AcheiveGlobal revealed that the emotional aspect of customer service is most critical, as 1 in 3 consumers prefer being treated well over having their issues immediately resolved.

  27. 1. Inadequate Procedures

  28. Follow Up * • Frequently enough? • Long enough duration? • Use of Calendar • For Follow Up • For Sign-ups • Decision Making Authority * • On FIRST call (without hold/call-back/transfer) • Training Manual • Intake Flow Chart • Are the qualifying questions clear? • Contact Information for EVERY lead • Summary on EVERY lead • Methods of Follow Up • Email / Text / Calls • Escalation Procedures • Electronic Signature Available • Vendors (ie., answering service) • Referral Procedures (accountability) • Weekly Meetings

  29. 2. LISTENING TO CALLS Ability To Listen To Calls Why Listen To Calls How/When to Listen To Calls What To Listen For What To Do After Listening

  30. What To Listen For Personality Answers to FAQs Bragging Opportunities Do they sound interested? Did they make a connection with the caller? Background Noise Distractions Scripts Correct Information Recorded Can they sell? Are they making decisions? Is your staff conveying accurate details? Are they adequate communicators Scaling-Up Appropriately Calls lasting longer than they should How are transfers handled? Are standards being met?

  31. 3. Attorney Involvement To Involve? Or Not To Involve? That is the question…

  32. ATTORNEY INVOLVEMENT (MY opinion) • For All Wanted cases! • Direct Transfers • Ideally – at the sign up. • Open-Door Policy with intake • Communicating with Referral Firms

  33. 4. Technology and Vendors at the Intake Level • E-Sign Capability • Texting (this is not only recommended; it is necessary) • Answering Service: See www.intake.law • Live Chat Companies – live transfer? • Lead Providers • Portal for Clients/Referrals • Videos • Website / SEO / PPC

  34. What You Can Expect From ICE (Intake Conversion Experts LLC) • Transparent Reporting • 24/7 answering service with intake staff trained by an attorney (me) • Ability to retain mass torts cases (no fee on the back-end) • Abandoned lead follow up • Live-Transfers • Bragging • Exceptional Customer Service • Availability of Recordings

  35. Blackholes / What To Avoid • Inability to make a decision • Inability to immediately make a decision • No immediate sign up scheduled (investigating-then-signing…) • Blindly relying on our investigators • Rejecting too quickly • Not monetizing referrals • Too much time passing before answering the phone/responding to chats • Inadequate training • Lack of attorney involvement • Not listening to calls • Not using statuses (appropriately)

  36. Not adequately Tracking Cases in Intake • Hold Times • Transfers • Repetition of Stories • Call Backs • Not calling back abandoned calls • Not Reviewing Intakes • Not obtaining contact information for EVERY Lead

  37. Thank you.NOW STEP IT UP!

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