711 Screening Icons

Screening Would-Be Icons  

Other Office Information

Please realize that the screening and scheduling of Icons is the most important Business Staff activity.

KEEP GOOD NOTES ON ICON CALLS, SAVE AND ATTACH TO ICON’S INTAKE SHEET FOR ICON ATTORNEY’S REFERENCE.

Questions to ask and make notes for the Icon attorney:

1 screen.  “What County is your case in?”  Insure it’s one we serve and circle it:

Washoe County:         Reno, Sparks, Incline Village etc.
Carson City County:   Carson City
Churchill County:        Fallon, etc.
Douglas County:         Minden, Gardnerville, etc.
LyonCounty:               Fernley, Yerington, etc.

2 screen.  “What is your opposing persons name (including maiden name if female)?”  Record name including maiden name.

Immediately use ML to check for “Conflict”.

If there is a conflict say “I’m sorry we cannot legally represent you.” 

When asked “why not”, say “it may or may not be a conflict and i’m sorry but that is all I can say.”

Hang up qhickly as possible.

If there is no conflict continue.

3 screen.  “How did you hear about us?” Record details.

4 screen.  “Did anyone refer you to us?”  If so ask “who was it?” Record name.

5 screen.  “Is this about assets or custody?”

If caller says “custody”, ask “how many children do you have and what are their ages.”

If caller says “assets”, ask

      “is there a business to split?”  If so ask, “how much is it worth?”

      “is there a home to split?”  If so ask, “how much equity is in your home?”

      “what is your annual income?”  [[ If caller balks, say I have to ask these preliminary questions and make notes for your Initial Consultation.  It is the attorney’s requirement to optimize your consultation and therefore for your own benefit. ]]

6 screen.  How old are you?  Record this and if caller is  male  or  female.

7 screen.  Explain hourly rates and retainer amount and about the retainer agreement available on website.

Explain that “the initial retainer must be fully paid in advance” and “all subsequent charges must be paid in advance.”

Ask “are any of these deal breakers?”  If so, hang up quickly as possible.

8 screen.  Explain that a lot of cases cost more than $20,000.  Ask “where will you get the money to pay in advance?”

9 screen.  If in your opinion the caller cannot afford us, do not schedule an Icon with him!!!!!!!

Say, “I’m really sorry but it doesn’t sound like you can afford us and you would be better off dealing with a smaller law office.”

Hang up quickly as possible.

KEEP GOOD NOTES ON ABOVE CALL, SAVE AND ATTACH TO ICON’S INTAKE SHEET FOR ICON ATTORNEY’S REFERENCE.

10 screen.  If the caller:

   a.  would be a very high end client, schedule the Icon within a day or two (make time).

   b.  would be a high end client, schedule the Icon soon as possible.

   c.  sounds average or “iffy” but maybe worthy, schedule normally (what is available).

   d. sounds totally unworthy and you caved in and refused to shit-can him, schedule him out a month and then call in the day time trying to leave a message a few days before and say,

“I’m sorry, the attorney will not be available for your initial consultation, please call our office.”

RATE CLIENT APPLICANTS AS TO CLASS:
“A” VERY SOPHISTICATED AND RICH (1 IN 100) (FOR MARILYN); OR
“B” ONES WITH UNQUESTIONABLY GOOD ASSETS AND INCOME AND AGREE TO PAY IN ADVANCE AND OBVIOUSLY HAVE ABILITY TO PAY WHOLE CASE IN ADVANCE; OR
“C” ONES WITH QUESTIONABLE ASSETS AND INCOME – AGREE TO PAY IN ADVANCE BUT MAY NOT HAVE ABILITY TO PAY WHOLE CASE IN ADVANCE (NOT FOR MARILYN!!!); OR
“D” ONES WITH SMALL OR SIMPLE CASES; MINIMUM OF $1,000 RETAINERS; AGREE TO PAY IN ADVANCE. SOME OF THESE TYPE CAN BE FILL IN WORK FOR PARALEGALS.
“F” APPLICANTS WHO ARE DEEMED UNDESIRABLE AND/OR NOT IN ONE OF THE ABOVE (4) CLASSES CAN’T BECOME A CLIENT AND SHOULD NOT GET AN INITIAL CONSULT.

RATE CLIENT APPLICANTS AS TO MOTIVATION:
“1” IN A BIG HURRY.
“2” IN A MEDIUM HURRY.
“3” IN NO HURRY.

RATE CLIENT APPLICANTS AS TO PERSONALITY:
“a” TYPE “A” PERSONALITY – PUSHY, POWERFUL, OVERACHIEVER
“b” TYPE “B” PERSONALITY – CALM, EVEN TEMPERED, MATTER-OF-FACT
“z” PATHETIC, CLINGY, NEEDY, INNOCENT VICTIM, SEARCHING FOR SYMPATHY.

NO INITIAL CONSULTS FOR APPLICANTS THAT –
HAVE OUT OF STATE CASES; OR
YOU “CLASS” RATE THEM “D” OR “F”; OR
YOU “MOTIVATION” RATE THEM “3” (IF HE IS NOT IN ANY HURRY, NO INITIAL CONSULT OR SET A DATE AT LEAST A MONTH OFF); OR
HAVE A BAD ATTITUDE; OR
BALK AT CONSULT FEE (HAVE TO BORROW OR WAIT FOR MONEY); OR
BALK AT RETAINER AMOUNT (OR HAVE TO BORROW OR WAIT FOR MONEY OR WANT TO PAY IT IN INSTALLMENTS); OR
BALK AT PAYMENTS IN ADVANCE (UNLESS BALKERS ARE CLASS “A”); OR
HAVE LOW ASSETS, LOW INCOME, UNEMPLOYED, GOING BK, ETC; OR
PATHETIC LOSERS OF ANY KIND.

SETTING UP INITIAL CONSULTS WITH LAWYERS:
DO NOT ALLOW CLASS “F” INITIAL CONSULT WITH ANYONE;
DO NOT ALLOW CLASS “C” INITIAL CONSULT WITH MARILYN!!!;
DO NOT ALLOW PERSONALITY “z” INITIAL CONSULT WITH MARILYN!!!

GENERALLY KEEP PROCESSING ALL CLIENTS THAT PASS ALL THE SCREENS. ALWAYS ENCOURAGE ALL CLASS “A” AND “B” APPLICANTS AND ALL CLIENTS FROM IMPORTANT REFERRAL SOURCES. HOWEVER WHEN WE HAVE A SERIOUS CLIENT OVERLOAD PROBLEM –
(a) TRY TO DELAY THE INITIAL CONSULT AND TRY TO DELAY THE CASE FOR 2 WEEKS OR SO.
(b) SELECT FROM APPLICANTS MOST WILLING AND ABLE TO PAY.
(c) RAISE INITIAL CONSULT FEE
(d) RAISE RETAINER AND DEPOSIT AMOUNTS
(e) RAISE ATTORNEY HOURLY RATES
(f) REFER OUT.

RECOMMENDED APPROACH:

1. Client Applicant makes contact by phone or in person.

2. IF PHONE, ANSWER “Law Office of Marilyn York, Jenna speaking”. Greet applicants cordially in a friendly business like manner adding charm and humor wherever possible.

3. Find out about Applicant through a two-way conversation asking MOSTLY friendly questions. be sure to ask
“How did you find us?”
“Are you planning on hiring a family law attorney within the next 30 days?”
“Are you doing an initial consult with any other law firm?”
[[[ add other worthy questions here ]]]
DETERMINE IF THIS IS AN “A” APPLICANT (VERY SOPHISTICATED AND RICH). IF APPLICANT GETS IMPATIENT WITH CONVERSATION AND WANTS TO SCHEDULE A CONSULT, SAY “I’m very sorry but I must ask you some questions before I can make an appointment for a consultation to be sure we can help you.”

THIS IS THE FIRST OPPORTUNITY TO SCREEN OUT APPLICANTS WHO DO NOT FIT OFFICE STANDARDS. IF THEY GIVE ENOUGH POOR INFORMATION, SAY “I’m sorry but our Office is too busy right now to take on any new cases for quite awhile and we can only wish you the very best of luck.” NO INITIAL CONSULT!!! If asked, refer them out – referring to the Bar is OK.

IF APPLICANT PASSES THIS FIRST SCREENING, CONTINUE.

4. FOR CLASS “A” APPLICANTS (NORMALLY FOR MARILYN ONLY), Explain “Marilyn is a very good and dedicated Attorney who does only Family Law and she is efficient and gifted in difficult cases. She has a quick wit and a great sense of humor that I think you will like and she is equally quick thinking under pressure in a court room. She is very sought after but I’m sure she will be happy to work for you. When would you like an appointment for AN INITIAL CONSULT with Marilyn?”

OR

5. FOR CLASS “B” AND “C” APPLICANTS Explain “Our attorneys are very good and dedicated who do only Family Law. They are efficient and gifted in complicated cases and are meticulous without overworking cases.”

Say “Our Attorneys only work for people who are willing and able to pay in advance all the way through the case, would that be any problem for you?”

Use Office Protocol to calculate Retainer for caller and Say “Your initial retainer would be _________ and it is all due before work can start, is that any problem for you?”

THIS IS THE SECOND OPPORTUNITY TO SCREEN OUT APPLICANTS AND FOR THOSE WHO DO NOT FIT OFFICE STANDARDS SAY “I’m sorry, we will be unable to help you in these circumstances and can only wish you the very best of luck.” NO INITIAL CONSULT!!! If asked, refer them out – to the Bar is OK.

IF APPLICANT PASSES THIS SCREEN, CONTINUE PROCESSING AS A CLASS “B” OR “C” CLIENT, OR –

6. Scedule CLASS “D” Applicant that convince you that his case is very simple; that he will deposit the required $1,000 retainer and that he is willing and able to pay in advance even if the case turns out more than he expects.