Patterns

Six R2R archetypes on the intake desk

Six of the 13 R2R archetypes show up most on law firm intake desks. Each is a strength overused under pressure, and each loses a different call.

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The Price SoftenerDiscounts or apologizes for the fee before the caller reacts.

The Conflict AvoiderEnds calls with "let us know" to avoid a possible no.

The PlannerPrepares and collects thoroughly and never reaches the ask.

The Back-Seat AgentWaits for the attorney to close the consultation.

The Reluctant AdvocateBelieves in the work and feels pushy suggesting anyone pay for it.

The TexterAvoids voice-to-voice contact.

See also the short version and the glossary. Scope, plainly: everything on this site concerns the conversation that turns an inquiry into an engagement. Nothing here is legal advice, nothing touches the legal work or the attorney's judgment, and any wording a firm adopts is reviewed by the firm against its jurisdiction's rules on attorney advertising, solicitation and fee communication before it is used.

About the Author

Dr. Jeffrey Scott Stanton, DCH is a behavioral strategist and the founder and Chief Learning Officer of R2R Diagnostic Group. He is the former EVP of Learning & Development at Douglas Elliman Real Estate, where he trained sales professionals on the conversations that turn an inquiry into a commitment. He applies the same method, the R2R Assessment and a 14-item call-review scorecard, to law firm intake teams. The work is the conversation only; legal questions and judgment stay with the attorney.

The method, the scripts and the scorecard are on how it works, the script template and the scorecard guide.

Start With the Calls

Start with the calls you already have.

Send a handful of recordings or transcripts. You get a scored review of where consultations are being lost and which pattern is behind it, before anything else is built.

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