Intake-Desk Pattern

The Planner

Prepares and collects thoroughly and never reaches the ask. One of the 13 R2R archetypes, as it shows up on a law firm intake desk.

Start With the Call Audit or book a conversation

This is one of the 13 R2R archetypes. The R2R definition: Preparation replaces action. On a law firm intake desk it shows up as described below. The full archetype is on jeffreyscottstanton.com, and all 13 are on the 13 archetypes page.

What it sounds like

"And what is your date of birth? And your address? And can you spell that?" Fifteen minutes later: "Okay, someone will be in touch."

The call it loses: The clock. The caller is exhausted by the questions and the call ends without a time.

Why it persists

Thoroughness and respect for the attorney's needs. Overused, the form becomes the goal.

It is not a character flaw and not a lack of training. It is a strength that fires at the wrong moment, and it can be named, scored and coached.

Scorecard items it tends to skip

Ask for the next step. The questions stage runs to time, and the next step is asked for before the call ends.

The 14-item card is on the call-review scorecard page.

How to coach it

Set a time check at the midpoint. Move the details the attorney can collect later to the confirmation. Practice asking for the time before the form is complete.

The R2R Assessment shows which of the 13 archetypes a person runs before the first call is scored, so the coaching goes to the right moment first. See all six patterns.

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

Which pattern is on your desk?

Send a handful of calls and get a scored review by person, with the pattern behind each.

Start With the Audit or book a conversation