Confidentiality

Recordings, privacy and confidentiality

Firms ask where their calls go, who hears them and how consent is handled. This page says what is agreed before anything is sent.

The principles

Calls and transcripts are used only for the review the firm asked for.
Recordings stay confidential. They are not used for marketing, training of other clients or publication.
The firm remains responsible for its own recording and consent obligations in its jurisdiction.
Nothing about the content of a call is shared outside the engagement without the firm's written agreement.

Anonymized review and deletion

Anonymized review is available on request. Calls can be reviewed with names and identifying details removed, and redacting before sending is encouraged.
Deletion at the end. When the work ends, the firm's files are deleted, and the deletion is confirmed to the firm in writing.

Agreed in writing before any file is sent

How files are shared, and who has access to them.
Whether calls are anonymized before review, and how.
How long files are kept while the work is under way.
Who at the firm receives the findings.

Please do not send client details through the contact form or by email. Use the shared method agreed after the first conversation.

What the review does not do

It does not evaluate legal matters, and it does not need the substance of a client's case. The review is about how the conversation was handled, and can be done on calls where names and identifying details have been removed.

The privacy policy for this site is on the privacy page. 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.

More on the method, the scripts, the dialogues and the scorecard is on the legal intake pages at jeffreyscottstanton.com.

Start With the Calls

Questions about how calls are handled?

Ask them in the first conversation, before anything is sent.

Start With the Audit Book a Conversation