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The Car Dealership Playbook for Legal Intake [005]
There’s a moment on intake calls that separates firms who close… from firms who chase. It’s when a client hesitates. And what your intake team does next determines everything.
In this episode, I unpack the overlooked power of escalation—bringing in a higher-level team member when the conversation hits a wall. It’s a move that car dealerships have mastered, and law firms desperately need to adopt.
If your team ends too many calls with “Okay, no problem—call us back when you're ready,” you’re not converting… you’re conceding.
What You’ll Learn:
🔹 When and how to escalate an intake call the right way
🔹 Why hesitation is a buying signal, not a dead-end
🔹 The exact language intake teams can use to loop in a decision-maker
🔹 How escalation creates trust, authority, and urgency
Why This Episode Matters:
Potential clients are often unsure, overwhelmed, or afraid to commit. Having a second layer of support shows them that your firm is serious, credible, and prepared to guide them—no matter where they are in their decision-making process.
Biggest Insight:
The firms that escalate at the right time close more of the leads that other firms lose.
SUBSCRIBE:
Apple | Spotify | YouTube
FIND GARY:
Instagram: @theintakeplaybook
Facebook: @theintakeplaybook
LinkedIn: /the-intake-playbook
Website: intakeplaybook.com
Join The Intake Playbook Community - A free group for legal professionals who want to convert more leads into cases.
Read Gary's Book - The Complete Guide to Law Firm Intake: Powerful Strategies To Maximize Retention and Increase Revenue.
Join The Intake Masterclass - The only continuing legal education membership for legal professionals who want to go beyond the basics and master elite-level intake strategies. Get direct access to Gary Falkowitz, The Legal Intake Authority, and learn how to turn more calls into signed cases with cutting-edge strategies and expert coaching.
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There’s a moment on intake calls that separates firms who close… from firms who chase. It’s when a client hesitates. And what your intake team does next determines everything.
In this episode, I unpack the overlooked power of escalation—bringing in a higher-level team member when the conversation hits a wall. It’s a move that car dealerships have mastered, and law firms desperately need to adopt.
If your team ends too many calls with “Okay, no problem—call us back when you're ready,” you’re not converting… you’re conceding.
What You’ll Learn:
🔹 When and how to escalate an intake call the right way
🔹 Why hesitation is a buying signal, not a dead-end
🔹 The exact language intake teams can use to loop in a decision-maker
🔹 How escalation creates trust, authority, and urgency
Why This Episode Matters:
Potential clients are often unsure, overwhelmed, or afraid to commit. Having a second layer of support shows them that your firm is serious, credible, and prepared to guide them—no matter where they are in their decision-making process.
Biggest Insight:
The firms that escalate at the right time close more of the leads that other firms lose.
SUBSCRIBE:
Apple | Spotify | YouTube
FIND GARY:
Instagram: @theintakeplaybook
Facebook: @theintakeplaybook
LinkedIn: /the-intake-playbook
Website: intakeplaybook.com
Join The Intake Playbook Community - A free group for legal professionals who want to convert more leads into cases.
Read Gary's Book - The Complete Guide to Law Firm Intake: Powerful Strategies To Maximize Retention and Increase Revenue.
Join The Intake Masterclass - The only continuing legal education membership for legal professionals who want to go beyond the basics and master elite-level intake strategies. Get direct access to Gary Falkowitz, The Legal Intake Authority, and learn how to turn more calls into signed cases with cutting-edge strategies and expert coaching.