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8 minutesYou hit play. Your team member fidgets as their voice fills the room. The call wasn’t terrible, but there’s a precise moment that needs correction. You glance up to start the conversation, only to see them already tensing up. Shoulders pulled in. Eyes darting. Face guarded. You haven’t said a

8 minutesCall feedback is one of the most powerful tools your intake team can use to grow, yet it’s often the hardest to get right. Your intake team picks up the phone every day with one goal in mind: convert a prospect into a client. What they say and how they

8 minutesLet’s be honest: when intake teams hear the words “call review,” the first emotion that surfaces usually isn’t excitement. It’s anxiety. Awkwardness. Maybe even dread. Because for most firms, call review training has been used as a reactionary tool, something that only happens after a mistake, a missed lead, or

7 minutesIt’s one thing to say you’re doing call reviews. It’s another thing to run them with precision, purpose, and consistency. Call reviews, when done right, are one of the highest-leverage tools in your intake leadership playbook. They sharpen skills, build confidence, reinforce your brand voice, and boost conversions. But too

6 minutesLet’s get straight to it: if you’re not regularly reviewing intake calls, you are not leading your law firm. Maybe you’re managing operations, overseeing marketing, or delivering outstanding results for clients. But authentic leadership starts at the beginning of your client journey. And the beginning is the call. The intake call

7 minutesWhen people hear the word “leadership,” they think of bold decisions and big-picture vision. Inspiring speeches. Strategic hires. But when it comes to leading an intake team in a law firm, authentic leadership looks a lot less glamorous and a lot more consistent. It looks like sitting down and listening

8 minutesFrom Coached to Confident If you’ve ever coached an intake rep through a call and thought, “They don’t even realize what they did well,” you’re not alone. Intake specialists spend their days under pressurefielding complex questions, guiding anxious callers, and collecting details under tight timelines. It’s a performance-based job, but

7 minutesIntake call playback training begins the moment you press play. The speaker crackles to life. Your intake rep’s voice is familiar, but suddenly foreign fills the room. You watch their face. The slow wince. The shift in the chair. The look that says, “Do I sound like that?” They cringe.

7 minutes“The most expensive phrase in law firms is often “We’re just too busy right now.” It sounds innocent enough. Rational, even. You’ve got a packed docket, staff out sick, trial next week, phones ringing off the hook, and intake is scrambling to keep up. But here’s the hard truth: when

8 minutes“Do We Have to Listen to This?” Group call playback can feel overwhelming. I remember sitting in the conference room, palms sweating, as one of my early intake coaching sessions played back over the speaker. It was one of my calls. My voice sounded strange, my pitch too high, my

4 minutesThe first impression your law firm makes often happens during the intake process. Whether it’s a phone call, an online form, or a live chat, how your team responds sets the tone for the entire client relationship. That’s why intake training for law firms is no longer optional; it’s a