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4 minutesThe majority of every hour your team spends as part of the intake staff should be on the phone. Mastering call handling will make your team far more effective – and efficient. Every call should follow a clear path from intro to retainer.

3 minutesIt bears repeating that intake is not a warm body position. With any client-facing role, it is important for your intake specialists to be in the proper mindset. You want them to handle calls with confidence and compassion, empathy and authority.

5 minutesOnboarding a New Hire

Training is not and should not be a single event. That said, initial training is essential for getting your new hire onboarded quickly.

5 minutes“Be strong, be fearless, be beautiful. And believe that anything is possible when you have the right people there to support you.” Misty Copeland

A question I get a lot about intake is “What should I look for in a good intake specialist?” and while they say there’s no such thing as a stupid question, that’s not a question you need an intake expert to answer.

4 minutesOn a previous blog (link to Blog 1) we discussed how your firm needs to redefine intake to meet the emotional needs of your prospects. A simple adjustment to your intake department’s moniker or the intake team’s titles is a good place to start.

2 minutesThe question, “What is intake?” may seem a silly one to you, but to potential clients, it’s far from obvious. For firms, the intake process starts when a prospective client initiates contact. It ends with the signup of that person as a client.