April 23, 2026 • 21 mins
➡️ Register Here: www.RocketClicks.com/revive-dead-leads
—
Your lead follow up system is quietly bleeding 48% of your revenue. We proved it at Sterling. Here's the fix.
Only 25% of consults sign on day one. 52% in week one. The other 48% walks unless you have a system built to catch them.
We ran this system at Sterling while scaling from $0 to $17M across 25 offices and 27 attorneys.
—
➡️ Register Here: www.RocketClicks.com/revive-dead-leads
📲 Subscribe Now:https://www.youtube.com/@karls.anthony
https://www.youtube.com/@TylerxDolph
📝 Schedule a FREE Family Law Firm Audit: https://rocketclicks.com/schedule-a-family-law-quick-audit/
---
📄 CHAPTERS
0:00 - Lead Follow Up System: Why 48% of Law Firm Revenue Walks Out
1:43 - The Math: Why Only 25% of Consults Sign on Day One
4:24 - The Time-and-Reason Rule Every Intake Call Must End With
14:45 - Morning Follow Up Workflow That Lands Same-Day Callbacks
18:01 - Intake Team Culture That Makes the Process Actually Stick
20:42 - Full Follow Up Framework: The Webinar Preview
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Transcript
Episode Transcript
Available transcripts are automatically generated. Complete accuracy is not guaranteed.
(00:00):
Do you realizethat you can literally double your firm
(00:03):
if you implementa strong follow up process?
If you are not doing this,this episode will change your life.
Welcome back to the Sterling FamilyLaw Show.
This is a podcast designed for familyowners who want to grow their profits,
multiply their cases,and set a clear roadmap on what
they need to doto build the firm of their dreams.
(00:26):
I am your host, Tyler Dolph.
I'm also the CEO of our law firmonly marketing agency called Rocket Clicks
that was born out of our very own lawfirm, Sterling Lawyers,
that will do over $20 million in revenuethis year.
Today we are continuing our intake seriesstemming off of our intake webinar.
We are talking about the powerof follow up.
(00:49):
And Mary and Tony are with us again.
And they are going to walkthrough the metrics, the
why for why your firm needs to dofollow up, and then how it's going
to impact your firm as a whole.
Mary and Tony, we are back.
We're continuing our conversationon intake.
Last episode we talked about thethe amazing webinar we had
on the intake process at Sterlingand how we want to
(01:11):
continue that conversation and really talkabout the power of follow up,
because that is where so much revenue islost by firms who are not doing follow up.
And so we're one week awayfrom this webinar.
It's going to be next week.
It's going to be on the powerof follow up.
And Tony, I want to get us started byjust going through the math,
like help our listeners understandhow important follow up is.
(01:34):
And if you're not doing how much revenueyou are losing at your firm.
So tostart with the sets portion, so of ten
of our last 10,000 consultations set,only 59% are set on the first day.
So the first phone call 40%more than 40% are scheduled after.
(01:59):
And it's it's not allthey're scheduled on day two or day three.
There's a large percentage.
Over 20% are scheduledafter the after the second week.
So it's really importantthat you're doing follow up.
And then on a revenue side, dealsso funded agreements that you actually get
after the consultation, only 25%are signing on that first day,
(02:22):
only 52% are signing in the first week.
So even if you want to like say, well,I don't do follow up and I'm going
to get everybody in the first two weeks.
Sure, maybe I'll give you that.
Not doing follow up is costingyou probably close to 48% of your
potential revenue bynot having a follow up
(02:43):
process or post consultation.
It is a huge, huge number.
could double your firm.
If you're not doing follow up todayand you implement follow up,
you can double your firm.
It will have a dramatic impacton your firm's revenue,
even if it's even if you do poorly,maybe you don't double
(03:04):
because you're not going to implement itexpertly, but you could easily
see a 10 to 20% lift on revenue.
If you just start to follow up,you just start implementing a follow up
process on your leads that are coming inand you're and getting those into sets
and the consolesyou have and following that,
following up with themand getting those into funded agreements.
(03:26):
It's it's a massive amount.
And this is why oftenwhen we meet with clients,
we will say, youprobably don't have a problem
because we're going to run your numbersand we're going to benchmark
you against firmsthat we've coached and firm in our system
and our own and our own internal numbers.
And it's like, okay, yep,we're going to get you more leads
because we want you to grow,but we want you to exponentially grow.
(03:47):
And this is where theexponential growth happens.
That is, in sayingto think about
even if you do a poorly just do follow up.
Just do followYes. You're doing $1 million a year.
Would you like another $100,000by just doing some follow up?
Because you don't have to pay the personthat's going to do a follow up $100,000,
(04:10):
which is going to be Wow.
Okay, so let's get a little tacticalMary,
talk to us about the follow up processand give me like the just the in the weeds
how we think about follow upwith sterling and literally
what you hold your team accountable for.
Every phone call is specific to the painthat the individual is in.
(04:31):
We talked a little bit about thisin the last segment,
but now to get technical.
If I'm on the phone with you and I'mspeaking to you, Tyler,
I'm not leaving you to voicemail.
I'm not sending you a text message.
I'm actually speaking to you.
The end of that conversationmust be a call to action.
It has to have a time and an actionthat you and I are taking next
to get you one step closer to that.
(04:52):
Yes. So that could be 12 p.m..
Call Tyler back on the consult fee.
It could be 9 a.m..
Call Tyler back about the custodyconcern, specifically medical.
10 a.m.
Call Tyler back about baseball practice.
It's specific.
And just to confirm the goalMary, is whenever you talk to
(05:16):
someone on the phone, you are establishingand scheduling that next.
100% every single time.
That is the biggest miss thatI see in salespeople all the time is
they'll come back and say,I had great call, great water, next steps.
Oh, I'm not sure I'mgoing to call him back.
It's like, no, why is it notNo. Absolutely not.
Because here's the reality.
(05:37):
First of all, I don't I can't guaranteethat you're not going to get sick, Tyler,
and you're not going to have a sick child.
And if I need to cover your dashboardand if I don't see
the reason that I'm calling back,I'm going to have a terrible follow up.
I'm going to have a terriblefollow up call. It's going to go nowhere.
That individualis not going to feel cared for.
They're going to be guessingif they made the right decision
(05:58):
by trusting Sterling with that story,and you risk losing them all together.
So it does two things.
It allows the client to feel cared forby you and anyone else that touches them.
And it also allows you,as the individual, doing the phone call
to feel in control of your day.
Like so real practically.
(06:21):
Ideally, this is a test that you createin the system, and then you put a
tickler on your calendarto make sure you do it on that day.
If you don't haveall of that functionality,
everybody should have a calendar.
Just go put on a calendar,put on a calendar,
just a ten minute meeting for yourselfbecause they're not going to be on it.
Were you reminding yourselfthat, oh, okay, I got a call.
(06:43):
I got a callMary back at 10:00 today. Great.
And you did that 3 or 4 days agoand had 45 or 50 additional conversations.
You have no cluewhat you talked to Mary about.
You need to put it in the notes.
Let's put in the details of the event.
And like, just it's small little thingsand you're going to see significant
improvements in your in your sales numbersjust by doing these small little things.
(07:06):
Tony just touched onsomething that really matters.
Human created custom tasks versus systemsgenerated automatic tasks because I
keep saying, If I'm talking to you,I'm not leaving you a voicemail.
I'm not leaving a text messagebecause you and I both know the reality
is, is, Tyler, you're going to ghost meone of these times.
You're not going to answer.
You're going to be too scared.
You're going to be too busy.
You're going to have a sick kid that youit doesn't allow you to answer the call.
(07:29):
Okay,so then my human created task is done.
I'm going to leave notesabout what happened.
I'm going to leave a voicemail.
I'm going to send them a text message.
I'm probably going to send theman email as well
with some sort of resourcethat sterling is created.
And then I'm going to rely on systemgenerated automatic tasks as a safety net.
This is going to keep the prospectnice and warm.
(07:50):
It's going to allow meto not forget about them.
It's going to allow meto look back at my notes
and think about what we talked about last,or what we didn't get to talk to yet.
And then again, the second I get youon the phone, I'm getting another either
human created custom task out of you,or I'm scheduling you your consultation.
100%.
There is always something scheduledat the end of the call
(08:11):
then leveraging the power of your CRM.
And so if you are listening to this andyou are not using CRM or you have a CRM,
but you also have a spreadsheetor you also have a notepad, go
all in the data and the scheduling alonewill make you more money as a firm owner.
So powerful.
Okay, so so we're doing this right.
(08:31):
We're we're believing in the CRM.
We're holding our team accountable.
How do you make sure they'resaying the right thing?
QA comes in again.
Not only scores your initial factfinding calls,
and the first timeyou have a conversation,
your QA needs to be scoringevery single touchpoint
after including the timesyou're leaving a voicemail
(08:52):
and sending a text messageand sending an email, as well as the times
that you actually connectand you have a human conversation
and you're roleplaying those types of scenarios to
it doesn't always have to bethese long winded role
playing where you're doing full factfinding conversations
about the very beginning of thethe history between you and a client.
(09:13):
They can be follow up role playingas well, and it's just as important.
Every day. Yeah.
When was the last time your team calledto book a lead who didn't book?
If you can't answer that,neither can your intake team.
And that means every lead.
Who said I need to think aboutit is sitting in your CRM right now
without an owner, without a follow update, and no next step?
(09:37):
That lead is not dead.
That's revenue that you will not getthat you forgot about.
At Sterling Lawyers, 75% of our revenuecomes after that first conversation, 75%
meaning even if you just do this poorly,you will change your firm over night.
We track this across thousands of cases,and we found the money in the follow up.
(10:01):
We're teaching the exact follow up systembehind that number in a free training.
How do we prepare for every call?
What do our agents actually say?
And what is the cadence that runs behindevery lead until they book?
Please see the link belowso that you can sign up today.
(10:21):
Follow up ones, the shorter ones, they're,they're
they're probably almost more impactfulbecause they're
easier for the coach to deliverbecause it's easier for them to review it.
But then the application appliesto the whole sales process, because likely
what you're going to find in your team'sfollow up, especially in voicemails.
I see this all the time in the systemwe're building currently.
We're scoring every single call up on theis there generic voicemails?
(10:46):
Right.
So they're notthey're not as specific as yeah,
they're not as specific as they could be.
So and then the person does actuallylegitimately get from fuze
like who's who's Mary.
Who's that person.
Because I doubt they remember.
They probably have a hard timeremembering your name at all
on the first phone call.
(11:06):
Like they're so in their head andfull of emotion about telling the story.
That's hard.
They're not going to rememberMary's name and memories.
Going to call them back in seven days.
They have no clue who Mary is.
Hey, this is Mary from Sterling.
Just I'm just following upon our conversation last week, Wednesday.
Mary?
In the last episode, Mary did a great jobof kind of a mock call with me
(11:29):
and knowing that I have kidsand even brought up the fact
that I have kids on that next call.
And immediately there was that associationof like, oh, she she gives a shit.
Like she actually cares about meand my situation,
which is our whole premisefor doing intake and follow
Just care.
It's not hard.
Be a human.
(11:49):
So, Mary, how many follow upcalls is your team doing on a daily basis?
And how do you make surethat they're getting through all of them?
Well, you have a dashboard that you'regoing to check every single day and ensure
that your dashboard is being handledcorrectly and promptly between.
I have 16 intake agents on the phoneevery single day.
They average between 35 to 45 outboundcalls.
(12:13):
The end of the month typicallyis a little heavier, and then holiday
seasons a little bit heavier as well,because those are really painful
Christmas time, Thanksgiving,Easter, Father's Day, Mother's Day,
those holidays where you really wanttime with your kids can get heavy.
Then you're going 45 to 55 outboundcalls per day.
But that's just the reality isyour dashboard is your life.
(12:35):
You should be able to come inand use a CRM
that tells you exactly where you needto be, who you're talking to.
It should have a very quick applicationwhere you can pull up notes
from your past conversations.
What's prevented them from moving forward?
What's the next step closer to that?
Yes, it's the standard.
It's the standard that the managershold them to.
The team leads hold them to.
(12:55):
There is a way for you to prioritizeyour day that allows you
to take both inbound calls and to carefor the client you've already spoken to.
I was just going to say,I bet if some someone's listening to this
and they're thinking,but my my intake team is there for intake,
they need to make surethat they're answering the phone.
How do you manage that, that narrative?
Or do you have someone come inwho's who's had that kind of narrative
(13:18):
and you've had to dispel itby helping them better schedule their day?
Or like, what do you do for that?
I point out our history and what we areable to do for our clients,
and the reality is numbers don't lieand our numbers will tell you
over and over again that follow up mattersand it matters massively.
And so if you want to tell meyou want to churn
(13:39):
and burn your way through the dayand only take inbound calls
and you never want to do a singlefollow up, then enjoy not being the most
the best version of yourself,because you will just stay stuck
in a fake realitythat you think you're doing a great job,
but in reality, you're actually hurtingthe clients you're talking to.
It's just so easy to pinpoint thiswith the way
(14:01):
that we've tracked our numbersover the history of sterling.
Well, I mean, just tyingit back to the fact that 50%
of your deals are not going to comevia that first inbound call.
Now? I was going to saytheir numbers aren't going to be
as good as the rest of the team.
Like they might have athey might have a streak
where they're performing at level,but because they're not doing follow up,
(14:23):
like you're going to see it like we justwe just talked about how often they come
after that first phone call.
So if you're not doing it, you'renot going to you're not going to do it.
Your individual performanceare not going to be great.
it'll be really hardfor that person to survive in the system.
The way I like to set up my daywhen I was an agent is
(14:45):
I spent the first hour of my day goingthrough the systematic scheduled tasks.
They were not the ones that I hadphysically created a time
and a reason for the call.
I wanted to get through those 30.
I wanted to review those notes,call those 30 people within the first hour
so that they had all dayto get back to me, and all 30 of
those were going to be very specific.
(15:06):
There was not a single daythat I left the same voicemail
for all 30 of those individuals.
I didn't send all 30the same text
message, the same email, the same YouTubevideo, the same webinar link.
They're all specificbecause every one of those individuals
had a different pain that theythey gave to me.
So they were specific follow ups.
And then the rest of the day, I'm bouncingback and forth between answering a call
(15:27):
and being off the phonesfor my next scheduled call,
and just really making surethat you can do that well.
It's a fast paced environment.
I think most sales agents love that,but it's the reality.
If you have to have a really good dailyworkflow that you can adhere to
and not get tired of,and to really motivate yourself,
I still do it to this day.
(15:49):
I have the same daily task listthat I write down.
At the end of my day.
That is the start of my next day andI just do it over and over and over again.
It's what matters.
I would I would say what's importantthere is like
there's there's probably a whole episode.
We could do a daily workflow.
(16:10):
We spent a lot of time talking about it.
It's honestly when we find an agentthat's underperforming, we just we
let's look at what you're doing all day.
And like we analyzed our workflow.
They're usually not followingwhat we prescribed and ask them to do.
And they're doing some versionof their own.
And like it's juststuff isn't getting done
in the right order because like, what youwhat you should have heard is Mary
(16:30):
does her follow ups that aren't strategicfollow ups, they're just system generated
follow ups all in the morning.
Why does Mary do them all in the morning?
He said itso they have all day to call her back
so that she can then convert it.
So what's the differencebetween doing that.
And then I'm going to leave my follow upsto like kind of when I have time
and I'm going toI'm going to rush through them
(16:51):
at the end of the day so they get done.
Guess how many of those people get back intouch with
get back in touch with them,because that person
now has their at the end of their day,they want to eat dinner.
They got to pick their kids upthe nights crazy.
We got homework, all this stuff,blah blah blah.
I don't have time to talk to me.
And they wake up the next morning.
Things are going crazy.
(17:13):
They're not thinking about Mary at all.
That text message or emailor whatever is buried in their inbox.
They're not thinking about it.
They're not calling her back versusdo it in the morning.
Like huge difference, smalllike super small nuance.
But it's you're going to put yourselfin the best position possible
to be to have high performance.
And it's these small thingsthat make a big difference.
(17:34):
It really feels likeif you're implementing this
for the first time, you just need to testand you need to document and then build
processes around what's working.
One secretwe touched on a little bit in the last
episode was the power of havinga great culture of your intake team,
and I get the benefitof seeing some of the emails
that Mary Sensor team,and they're amazing.
(17:55):
There's so motivational.
Like, I get jacked up just readingyour emails to your intake team.
When did you start thatand why did you find to be so successful?
I think I started probably two years ago.
The reason why I startedit is because we are dealing with
some of the heaviest momentsof an individual's life, and those moments
(18:16):
can feel really burdensometo the intake agents.
And one way that we can overcomethat burden is by sharing it together
and realizing that you'renot alone in this, and that your pain
or your struggles, someone else onyour team is probably experiencing it.
But there is leadershipthat's walking this with you,
(18:36):
and that I'm never toogood to go on the phones.
If we need Mary to go on the phonesor Mark or Julia or any of the leads,
we'll go on the phones.
Absolutely.
We'll go on the phones with youand we'll walk alongside this pain point
wherever you need us to.
And so those emails start offas a way to prove like I care about you
as a person just as much as I care aboutthe person you're talking to.
(18:59):
Because if you're not secure,if you're not feeling motivated
or distressed, it'sgoing to breed into those phone calls.
You're going to be stressed on the callwith the client who's already stressed.
So I knew I needed to take that on.
That was something that I neededto shoulder as the leader of this team.
It's they're great and you've really builta very high performing, successful team.
(19:26):
From whatI've heard in talking with you guys,
it really stemsstarting with great process,
ensuring that you're doing QA, makingsure that like the the team is doing
what you're asking them to do,when you're asking them to do it,
and then understandinghow important this is for a business.
The stats at Tony startedwith this podcast with or astounding.
(19:49):
They're insane. It just has to be done.
It's like non-negotiable.
Yeah, I wouldn't I wouldn't lose theI think it's it's process,
but it's also likehow do you how do you support the team
that's doing it?
Because like a supportive teamthat feels empowered,
it's going to perform way betterin the prescribed process
you're giving them than a teamthat's feeling burdened
and hyper dominated.
(20:12):
And in an authoritarian regime,if you're just focused on
just just to the process,just to the process,
why isn't this working?
Just just follow the process.
Like that's not going to workfrom a management perspective.
So you need both. It'snot just one versus the other.
Truth and love, Tyler.
Just be a human.
(20:32):
It'll be a good human.
There's a lot some humans you know.
Yeah.
Let's clarify what we're talking about.
I love itguys. Really appreciate your time.
Like I started out this podcast,we are doing a full webinar
on our follow up process at Sterlingnext week.
The details for thatwebinar will be in the show notes,
but we will give you the exact framework.
(20:54):
We'll give you thisthe the entire step by step process.
So make sure to see us there.
Thank you so much for being here.
To both of you. And we'll see you again
Do you realizethat you can literally double your firm
(00:03):
if you implementa strong follow up process?
If you are not doing this,this episode will change your life.
Welcome back to the Sterling FamilyLaw Show.
This is a podcast designed for familyowners who want to grow their profits,
multiply their cases,and set a clear roadmap on what
they need to doto build the firm of their dreams.
(00:26):
I am your host, Tyler Dolph.
I'm also the CEO of our law firmonly marketing agency called Rocket Clicks
that was born out of our very own lawfirm, Sterling Lawyers,
that will do over $20 million in revenuethis year.
Today we are continuing our intake seriesstemming off of our intake webinar.
We are talking about the powerof follow up.
(00:49):
And Mary and Tony are with us again.
And they are going to walkthrough the metrics, the
why for why your firm needs to dofollow up, and then how it's going
to impact your firm as a whole.
Mary and Tony, we are back.
We're continuing our conversationon intake.
Last episode we talked about thethe amazing webinar we had
on the intake process at Sterlingand how we want to
(01:11):
continue that conversation and really talkabout the power of follow up,
because that is where so much revenue islost by firms who are not doing follow up.
And so we're one week awayfrom this webinar.
It's going to be next week.
It's going to be on the powerof follow up.
And Tony, I want to get us started byjust going through the math,
like help our listeners understandhow important follow up is.
(01:34):
And if you're not doing how much revenueyou are losing at your firm.
So tostart with the sets portion, so of ten
of our last 10,000 consultations set,only 59% are set on the first day.
So the first phone call 40%more than 40% are scheduled after.
(01:59):
And it's it's not allthey're scheduled on day two or day three.
There's a large percentage.
Over 20% are scheduledafter the after the second week.
So it's really importantthat you're doing follow up.
And then on a revenue side, dealsso funded agreements that you actually get
after the consultation, only 25%are signing on that first day,
(02:22):
only 52% are signing in the first week.
So even if you want to like say, well,I don't do follow up and I'm going
to get everybody in the first two weeks.
Sure, maybe I'll give you that.
Not doing follow up is costingyou probably close to 48% of your
potential revenue bynot having a follow up
(02:43):
process or post consultation.
It is a huge, huge number.
could double your firm.
If you're not doing follow up todayand you implement follow up,
you can double your firm.
It will have a dramatic impacton your firm's revenue,
even if it's even if you do poorly,maybe you don't double
(03:04):
because you're not going to implement itexpertly, but you could easily
see a 10 to 20% lift on revenue.
If you just start to follow up,you just start implementing a follow up
process on your leads that are coming inand you're and getting those into sets
and the consolesyou have and following that,
following up with themand getting those into funded agreements.
(03:26):
It's it's a massive amount.
And this is why oftenwhen we meet with clients,
we will say, youprobably don't have a problem
because we're going to run your numbersand we're going to benchmark
you against firmsthat we've coached and firm in our system
and our own and our own internal numbers.
And it's like, okay, yep,we're going to get you more leads
because we want you to grow,but we want you to exponentially grow.
(03:47):
And this is where theexponential growth happens.
That is, in sayingto think about
even if you do a poorly just do follow up.
Just do followYes. You're doing $1 million a year.
Would you like another $100,000by just doing some follow up?
Because you don't have to pay the personthat's going to do a follow up $100,000,
(04:10):
which is going to be Wow.
Okay, so let's get a little tacticalMary,
talk to us about the follow up processand give me like the just the in the weeds
how we think about follow upwith sterling and literally
what you hold your team accountable for.
Every phone call is specific to the painthat the individual is in.
(04:31):
We talked a little bit about thisin the last segment,
but now to get technical.
If I'm on the phone with you and I'mspeaking to you, Tyler,
I'm not leaving you to voicemail.
I'm not sending you a text message.
I'm actually speaking to you.
The end of that conversationmust be a call to action.
It has to have a time and an actionthat you and I are taking next
to get you one step closer to that.
(04:52):
Yes. So that could be 12 p.m..
Call Tyler back on the consult fee.
It could be 9 a.m..
Call Tyler back about the custodyconcern, specifically medical.
10 a.m.
Call Tyler back about baseball practice.
It's specific.
And just to confirm the goalMary, is whenever you talk to
(05:16):
someone on the phone, you are establishingand scheduling that next.
100% every single time.
That is the biggest miss thatI see in salespeople all the time is
they'll come back and say,I had great call, great water, next steps.
Oh, I'm not sure I'mgoing to call him back.
It's like, no, why is it notNo. Absolutely not.
Because here's the reality.
(05:37):
First of all, I don't I can't guaranteethat you're not going to get sick, Tyler,
and you're not going to have a sick child.
And if I need to cover your dashboardand if I don't see
the reason that I'm calling back,I'm going to have a terrible follow up.
I'm going to have a terriblefollow up call. It's going to go nowhere.
That individualis not going to feel cared for.
They're going to be guessingif they made the right decision
(05:58):
by trusting Sterling with that story,and you risk losing them all together.
So it does two things.
It allows the client to feel cared forby you and anyone else that touches them.
And it also allows you,as the individual, doing the phone call
to feel in control of your day.
Like so real practically.
(06:21):
Ideally, this is a test that you createin the system, and then you put a
tickler on your calendarto make sure you do it on that day.
If you don't haveall of that functionality,
everybody should have a calendar.
Just go put on a calendar,put on a calendar,
just a ten minute meeting for yourselfbecause they're not going to be on it.
Were you reminding yourselfthat, oh, okay, I got a call.
(06:43):
I got a callMary back at 10:00 today. Great.
And you did that 3 or 4 days agoand had 45 or 50 additional conversations.
You have no cluewhat you talked to Mary about.
You need to put it in the notes.
Let's put in the details of the event.
And like, just it's small little thingsand you're going to see significant
improvements in your in your sales numbersjust by doing these small little things.
(07:06):
Tony just touched onsomething that really matters.
Human created custom tasks versus systemsgenerated automatic tasks because I
keep saying, If I'm talking to you,I'm not leaving you a voicemail.
I'm not leaving a text messagebecause you and I both know the reality
is, is, Tyler, you're going to ghost meone of these times.
You're not going to answer.
You're going to be too scared.
You're going to be too busy.
You're going to have a sick kid that youit doesn't allow you to answer the call.
(07:29):
Okay,so then my human created task is done.
I'm going to leave notesabout what happened.
I'm going to leave a voicemail.
I'm going to send them a text message.
I'm probably going to send theman email as well
with some sort of resourcethat sterling is created.
And then I'm going to rely on systemgenerated automatic tasks as a safety net.
This is going to keep the prospectnice and warm.
(07:50):
It's going to allow meto not forget about them.
It's going to allow meto look back at my notes
and think about what we talked about last,or what we didn't get to talk to yet.
And then again, the second I get youon the phone, I'm getting another either
human created custom task out of you,or I'm scheduling you your consultation.
100%.
There is always something scheduledat the end of the call
(08:11):
then leveraging the power of your CRM.
And so if you are listening to this andyou are not using CRM or you have a CRM,
but you also have a spreadsheetor you also have a notepad, go
all in the data and the scheduling alonewill make you more money as a firm owner.
So powerful.
Okay, so so we're doing this right.
(08:31):
We're we're believing in the CRM.
We're holding our team accountable.
How do you make sure they'resaying the right thing?
QA comes in again.
Not only scores your initial factfinding calls,
and the first timeyou have a conversation,
your QA needs to be scoringevery single touchpoint
after including the timesyou're leaving a voicemail
(08:52):
and sending a text messageand sending an email, as well as the times
that you actually connectand you have a human conversation
and you're roleplaying those types of scenarios to
it doesn't always have to bethese long winded role
playing where you're doing full factfinding conversations
about the very beginning of thethe history between you and a client.
(09:13):
They can be follow up role playingas well, and it's just as important.
Every day. Yeah.
When was the last time your team calledto book a lead who didn't book?
If you can't answer that,neither can your intake team.
And that means every lead.
Who said I need to think aboutit is sitting in your CRM right now
without an owner, without a follow update, and no next step?
(09:37):
That lead is not dead.
That's revenue that you will not getthat you forgot about.
At Sterling Lawyers, 75% of our revenuecomes after that first conversation, 75%
meaning even if you just do this poorly,you will change your firm over night.
We track this across thousands of cases,and we found the money in the follow up.
(10:01):
We're teaching the exact follow up systembehind that number in a free training.
How do we prepare for every call?
What do our agents actually say?
And what is the cadence that runs behindevery lead until they book?
Please see the link belowso that you can sign up today.
(10:21):
Follow up ones, the shorter ones, they're,they're
they're probably almost more impactfulbecause they're
easier for the coach to deliverbecause it's easier for them to review it.
But then the application appliesto the whole sales process, because likely
what you're going to find in your team'sfollow up, especially in voicemails.
I see this all the time in the systemwe're building currently.
We're scoring every single call up on theis there generic voicemails?
(10:46):
Right.
So they're notthey're not as specific as yeah,
they're not as specific as they could be.
So and then the person does actuallylegitimately get from fuze
like who's who's Mary.
Who's that person.
Because I doubt they remember.
They probably have a hard timeremembering your name at all
on the first phone call.
(11:06):
Like they're so in their head andfull of emotion about telling the story.
That's hard.
They're not going to rememberMary's name and memories.
Going to call them back in seven days.
They have no clue who Mary is.
Hey, this is Mary from Sterling.
Just I'm just following upon our conversation last week, Wednesday.
Mary?
In the last episode, Mary did a great jobof kind of a mock call with me
(11:29):
and knowing that I have kidsand even brought up the fact
that I have kids on that next call.
And immediately there was that associationof like, oh, she she gives a shit.
Like she actually cares about meand my situation,
which is our whole premisefor doing intake and follow
Just care.
It's not hard.
Be a human.
(11:49):
So, Mary, how many follow upcalls is your team doing on a daily basis?
And how do you make surethat they're getting through all of them?
Well, you have a dashboard that you'regoing to check every single day and ensure
that your dashboard is being handledcorrectly and promptly between.
I have 16 intake agents on the phoneevery single day.
They average between 35 to 45 outboundcalls.
(12:13):
The end of the month typicallyis a little heavier, and then holiday
seasons a little bit heavier as well,because those are really painful
Christmas time, Thanksgiving,Easter, Father's Day, Mother's Day,
those holidays where you really wanttime with your kids can get heavy.
Then you're going 45 to 55 outboundcalls per day.
But that's just the reality isyour dashboard is your life.
(12:35):
You should be able to come inand use a CRM
that tells you exactly where you needto be, who you're talking to.
It should have a very quick applicationwhere you can pull up notes
from your past conversations.
What's prevented them from moving forward?
What's the next step closer to that?
Yes, it's the standard.
It's the standard that the managershold them to.
The team leads hold them to.
(12:55):
There is a way for you to prioritizeyour day that allows you
to take both inbound calls and to carefor the client you've already spoken to.
I was just going to say,I bet if some someone's listening to this
and they're thinking,but my my intake team is there for intake,
they need to make surethat they're answering the phone.
How do you manage that, that narrative?
Or do you have someone come inwho's who's had that kind of narrative
(13:18):
and you've had to dispel itby helping them better schedule their day?
Or like, what do you do for that?
I point out our history and what we areable to do for our clients,
and the reality is numbers don't lieand our numbers will tell you
over and over again that follow up mattersand it matters massively.
And so if you want to tell meyou want to churn
(13:39):
and burn your way through the dayand only take inbound calls
and you never want to do a singlefollow up, then enjoy not being the most
the best version of yourself,because you will just stay stuck
in a fake realitythat you think you're doing a great job,
but in reality, you're actually hurtingthe clients you're talking to.
It's just so easy to pinpoint thiswith the way
(14:01):
that we've tracked our numbersover the history of sterling.
Well, I mean, just tyingit back to the fact that 50%
of your deals are not going to comevia that first inbound call.
Now? I was going to saytheir numbers aren't going to be
as good as the rest of the team.
Like they might have athey might have a streak
where they're performing at level,but because they're not doing follow up,
(14:23):
like you're going to see it like we justwe just talked about how often they come
after that first phone call.
So if you're not doing it, you'renot going to you're not going to do it.
Your individual performanceare not going to be great.
it'll be really hardfor that person to survive in the system.
The way I like to set up my daywhen I was an agent is
(14:45):
I spent the first hour of my day goingthrough the systematic scheduled tasks.
They were not the ones that I hadphysically created a time
and a reason for the call.
I wanted to get through those 30.
I wanted to review those notes,call those 30 people within the first hour
so that they had all dayto get back to me, and all 30 of
those were going to be very specific.
(15:06):
There was not a single daythat I left the same voicemail
for all 30 of those individuals.
I didn't send all 30the same text
message, the same email, the same YouTubevideo, the same webinar link.
They're all specificbecause every one of those individuals
had a different pain that theythey gave to me.
So they were specific follow ups.
And then the rest of the day, I'm bouncingback and forth between answering a call
(15:27):
and being off the phonesfor my next scheduled call,
and just really making surethat you can do that well.
It's a fast paced environment.
I think most sales agents love that,but it's the reality.
If you have to have a really good dailyworkflow that you can adhere to
and not get tired of,and to really motivate yourself,
I still do it to this day.
(15:49):
I have the same daily task listthat I write down.
At the end of my day.
That is the start of my next day andI just do it over and over and over again.
It's what matters.
I would I would say what's importantthere is like
there's there's probably a whole episode.
We could do a daily workflow.
(16:10):
We spent a lot of time talking about it.
It's honestly when we find an agentthat's underperforming, we just we
let's look at what you're doing all day.
And like we analyzed our workflow.
They're usually not followingwhat we prescribed and ask them to do.
And they're doing some versionof their own.
And like it's juststuff isn't getting done
in the right order because like, what youwhat you should have heard is Mary
(16:30):
does her follow ups that aren't strategicfollow ups, they're just system generated
follow ups all in the morning.
Why does Mary do them all in the morning?
He said itso they have all day to call her back
so that she can then convert it.
So what's the differencebetween doing that.
And then I'm going to leave my follow upsto like kind of when I have time
and I'm going toI'm going to rush through them
(16:51):
at the end of the day so they get done.
Guess how many of those people get back intouch with
get back in touch with them,because that person
now has their at the end of their day,they want to eat dinner.
They got to pick their kids upthe nights crazy.
We got homework, all this stuff,blah blah blah.
I don't have time to talk to me.
And they wake up the next morning.
Things are going crazy.
(17:13):
They're not thinking about Mary at all.
That text message or emailor whatever is buried in their inbox.
They're not thinking about it.
They're not calling her back versusdo it in the morning.
Like huge difference, smalllike super small nuance.
But it's you're going to put yourselfin the best position possible
to be to have high performance.
And it's these small thingsthat make a big difference.
(17:34):
It really feels likeif you're implementing this
for the first time, you just need to testand you need to document and then build
processes around what's working.
One secretwe touched on a little bit in the last
episode was the power of havinga great culture of your intake team,
and I get the benefitof seeing some of the emails
that Mary Sensor team,and they're amazing.
(17:55):
There's so motivational.
Like, I get jacked up just readingyour emails to your intake team.
When did you start thatand why did you find to be so successful?
I think I started probably two years ago.
The reason why I startedit is because we are dealing with
some of the heaviest momentsof an individual's life, and those moments
(18:16):
can feel really burdensometo the intake agents.
And one way that we can overcomethat burden is by sharing it together
and realizing that you'renot alone in this, and that your pain
or your struggles, someone else onyour team is probably experiencing it.
But there is leadershipthat's walking this with you,
(18:36):
and that I'm never toogood to go on the phones.
If we need Mary to go on the phonesor Mark or Julia or any of the leads,
we'll go on the phones.
Absolutely.
We'll go on the phones with youand we'll walk alongside this pain point
wherever you need us to.
And so those emails start offas a way to prove like I care about you
as a person just as much as I care aboutthe person you're talking to.
(18:59):
Because if you're not secure,if you're not feeling motivated
or distressed, it'sgoing to breed into those phone calls.
You're going to be stressed on the callwith the client who's already stressed.
So I knew I needed to take that on.
That was something that I neededto shoulder as the leader of this team.
It's they're great and you've really builta very high performing, successful team.
(19:26):
From whatI've heard in talking with you guys,
it really stemsstarting with great process,
ensuring that you're doing QA, makingsure that like the the team is doing
what you're asking them to do,when you're asking them to do it,
and then understandinghow important this is for a business.
The stats at Tony startedwith this podcast with or astounding.
(19:49):
They're insane. It just has to be done.
It's like non-negotiable.
Yeah, I wouldn't I wouldn't lose theI think it's it's process,
but it's also likehow do you how do you support the team
that's doing it?
Because like a supportive teamthat feels empowered,
it's going to perform way betterin the prescribed process
you're giving them than a teamthat's feeling burdened
and hyper dominated.
(20:12):
And in an authoritarian regime,if you're just focused on
just just to the process,just to the process,
why isn't this working?
Just just follow the process.
Like that's not going to workfrom a management perspective.
So you need both. It'snot just one versus the other.
Truth and love, Tyler.
Just be a human.
(20:32):
It'll be a good human.
There's a lot some humans you know.
Yeah.
Let's clarify what we're talking about.
I love itguys. Really appreciate your time.
Like I started out this podcast,we are doing a full webinar
on our follow up process at Sterlingnext week.
The details for thatwebinar will be in the show notes,
but we will give you the exact framework.
(20:54):
We'll give you thisthe the entire step by step process.
So make sure to see us there.
Thank you so much for being here.
To both of you. And we'll see you again
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