This post was provided by Chris Mullins, The Phone Sales Doctor for Intake Specialists Worldwide. Contact Chris at phonesuccessdoctor@gmail.com or 603-249-5878. Chris would also love to review some of your real call recordings.
Build your confidence. Do things that you’re afraid of that you don’t feel like you can do for numerous reasons. Make a list and start at the top. Do all of them. Your confidence will soar.
Walk into the managing partner’s office and tell him/her that you very much appreciate the opportunity to have a career with the intake team. Ask her/him what advice they have for you. Build relationships and never ever burn your bridges. Lead with kindness. Don’t ask for anything in return.
When someone asks you what you do for work, tell them you have a career as an Intake Specialist at a law firm. That you make a difference in the lives of people when they’re at their very worst.
Dress the part. Look professional. Make a fashion statement. No one dresses up anymore. I remember back in the day when I went to church as a young girl, everyone dressed up with hats and leather shoes.
Be on time for work every day. Be there a little early. You’d be surprised at what you can learn from other team members, leaders, and managing partners who also arrive early. Ask to shadow an attorney for a day and all of the other departments at the firm. You’ll learn a ton and you’ll have even more respect and understanding of others. Be proud to say you work with the Intake team.
Be noticed! Get noticed! Don’t hide! Put yourself out there! Intake is a career. It’s not a job. Without Intake, you don’t have a law firm. Everyone who works at your firm wouldn’t have jobs. Intake is the heart of every law firm.
You must have confidence in yourself or you’ll have little hope of gaining any level of authority. You can’t build confidence if you don’t step way out of your comfort zone. Don’t second-guess yourself. Just decide and own it. If you need to learn to do something different next time, so be it.
Be confident of your own authority. Volunteer at the office. Do the projects no one wants to do.
Get to know other team members. Be a great listener. Pause before you respond to a question that someone is asking you.
Be the expert – learn everything you can about being an Intake Specialist. Seek out extra training to become the top expert on your team. Make a list of all the areas of your role as the Intake specialist that you’d like to become the authority on. Then, go to the appropriate person to get additional training. Don’t wait for someone to come to you and say you need this.
Intake Specialist is a career. Think about what you do every day to help make decisions for prospective clients at the worst time of their lives. You’re the very first line of communication.
What you do makes a difference in the lives of your prospects. They will remember you. They will remember how you cared for them during their time of need. They’ll remember your voice. Your tone. Your smile that they felt through the phone. They’ll remember how empathetic you were about their accident.
I know that many other departments don’t give intake the recognition that they deserve. That happens in all businesses. You don’t need someone else to help you feel like you’re an expert and the authority. It would be nice, but you know what you do every day all day long.
Align yourself with the people at work that you want to learn from and that you aspire to be. This can be uncomfortable at first but once you begin it will be a breeze. If you want to learn, grow, and be the authority in your Intake career, don’t waste time building relationships with folks that you don’t feel you can learn from.
You’re an Intake Specialist and Proud of it!
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