These are the things you need to track:
- What is the response time?
- How many leads have you spoken with?
- Where did the leads come from?
- How many follow-ups with the new lead?
The Chase Time
There should be 2 to 3 follow-ups a day for 7 days, consisting of text, emails, and phone calls. Follow the chase sequence.
- What is the close rate?
- How quickly did you speak with the lead? (ideally, immediate; if not, the lead is gone).
Bonus for chase follow-ups, e.g., sign up 3 days after the initial phone call.
Qualify and Then Sign Up During the Initial Phone Call
Your job is simply to qualify the lead (negligence, injuries, and insurance coverage) and then have the lead sign a retainer contract by electronic signature during the initial phone call. If you don’t sign up the lead during the first phone call, the conversion rate drops dramatically.
Find out why calls are not closing.
Why did you decline the case? (e.g., no insurance coverage, outside of our firm’s jurisdiction, etc.)
If the client hired another attorney, that is a bad outcome because our intake team did not do their job.
Listen to the calls that were not closed.
“You need to listen to every call, every day.”
