Tracking Key Performance Indicators (KPIs) At Intake

Presented by Gary P. Falkowitz, Esq.Founding Attorney at Maximum Intake Consulting, Inc.

Managing Partner at The Falkowitz Law Firm, PLLC

Gary Falkowitz• Founding Attorney at Maximum

Intake Consulting, Inc. • Managing Partner at The Falkowitz

Law Firm, PLLC• Former Managing Attorney at

Parker Waichman LLP• Gary@Maxintake.com• (844) 629-4682

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Key Performance Indicator

A set of quantifiable measures that a law firm uses to assess its performance over time.

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Used to determine a law firm’s progress in achieving goals.

Goal:Sign more cases

without spending

one more dollar on marketing! (Yes, you read that correctly)

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Key Terms

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Once Terms are Defined, They Need To Be Tracked

•Automatically•Frequently Reviewed•Compared•Opened

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Who is Reviewing KPIs?

• Partner• Manager • Someone who is invested in the

firm’s success…

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Marketing KPIsv.

In-House KPIs

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Marketing KPIs (review monthly)Goal: Try to find the most cost effective approach.

But first know what you want to assess:

Examples:•Total Marketing Cost•Individual Marketing

Campaigns•By type of case•By Referral Source

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Don’t Just Retrieve the Data

Analyze It!

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In-House KPIs (Review Frequently)Goal:

To determine how good/bad your firm is at converting leads to clients

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What To Track In-House

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Wants

•Decision Making Authority•Average Time to Make the “Want” decision•By Investigator•By Method of

Sign Up

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Conversion Percentage (wants/signed)

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• By Intake Staff

• By Investigator

• By Case Type

• By Method of

Sign Up

Statuses (you must use them)

•Which Statuses

•By Number of Days

•By Intake Staff

•Open up and Assess

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Response Time!

•Avg. Length of Time From When Lead Arrived To First Attempt

• During the Day • Evenings / Weekends• Answering Service

•Avg. Length of Time From Case Open until Decision Made•Avg. Length of Time From Want until Signed

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Rejects and “Lost” Cases•Average Number of Attempts Before Closing for No Contact•Reject Reasons•Lost Cases

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All of this information… Now what?!

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Find The Leaks and

Make Improvements!

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How I Can Help•Audit (2-3 days)

– I find the leaks and make recommendations on how to clog them. Check out my website, www.maxintake.com, to get a better idea of how happy my clients were in having me audit their intake.

•Listening to (and reporting on) calls– The problems we often have start and end with how our firm

representatives are handling calls… very disheartening•Review of (reporting on) Intakes

– I find that often times firms are just too sloppy with their leads•Assistance with creating and implementing appropriate procedures•Conference Calls•Training of Intake Staff

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Upcoming Seminar

Learn The Secrets of How To Immediately Sign More Cases

Date: Thursday, June 23, 2016 Sign up at www.maxintake.com

Location: The Fashion Room at Residence Inn Times Square

1033 Avenue of the AmericasNew York, NY, 10018

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PRIORITIZEPRIORITIZE = PRIORITIZE

SCRUTINIZE

MAXIMIZE

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gary@maxintake.com