One thing intake specialists have a hard time dealing with are objections and stalls from potential new clients. As I’ve written about earlier, most intake specialists come from a call center or customer service background-they don’t have a strong sales background-so when they get stalls or objections, they usually fold on the call and let the prospect get away.
In fact, just this week I was monitoring calls for a client firm I work with, and when a caller called in to cancel the day after signing the contract, the IS (intake specialist) literally said:
“That’s perfectly okay to take your time. Our agreement gives you three days to cancel and if you’re not comfortable with our firm, then you can definitely walk away… “
Seriously, she said, “You can walk away”! In fact, she went on for over 3 minutes telling this prospect that he should “take your time and it’s perfectly okay if you choose to go elsewhere… “
I’m not making this up. This is literally how many intake reps deal with objections or stalls. And in your legal intake department, your reps are getting their share of them day in and day out. Ask yourself, how many of these stalls sound familiar?
“I want to think about it.”
“I need to talk to my spouse first.”
“I want to read the contract before I sign.”
“Your fees are too high.”
“Another attorney said he would do this for just 25%”
“I want to get a second opinion.”
“I’m just looking right now.”
“I’m not sure I need an attorney.”
I know these sound familiar because your team gets these stalls over and over again. I promise you-if your intake team hasn’t been trained to deal with these objections effectively, then they’ll sound just like the example above, and your new case-and the fees that go with it-will go right out the door with them.
The good news is that you can stop losing cases like these by providing your intake team with proven and effective responses to deal with and overcome these and other objections and stalls. Let me show you how:
If your prospect tells you that XYZ attorney is willing to drop their fees to 25%-instead of your 33%–then you simply respond with:
“Well (first name) if my new attorney was willing to quickly drop his fees just to get my case, then I’d be worried that he’d just as quickly drop his settlement amount to get paid as well.
“I don’t know about you, but I prefer to have an attorney that works hard for me, who is strong in negotiating for me, and who will get me the best settlement I can get. Isn’t that the kind of attorney you want fighting for your settlement, too?”
[Once you get buy in, close the case!]
“That’s right, so put us to work for you today. We’ve won over $50 million dollars for our clients and that’s the kind of success that I know you’re looking for. Here’s what we need to do… “
How much more effective would your team be if they used scripts like that?
This is just one example of the kinds of scripted rebuttals we provide our client firms with. The teams that go through out training finally have the tools to close cases and bring them into your firm instead of letting them go elsewhere. And this kind of proven skill training can lead to increases of 40% and more in conversions for your firm.
Also, once intake reps have been through our proven training and have effective scripts like these, their confidence goes up and they perform better in all areas of their job. It also makes it easier to hire and onboard new reps and make them productive much faster. This, in turn helps you retain good reps and you know how much that matters to the growth and stability of your intake department.