Intake this month
New prospective clients, last 28 days · data refreshed Sep 29, 11:45 PM (every 15 min)
1 · How fast do we get back to people?
54%
of 789 new prospects were talked to within your standard (1 hour in office hours; by 10am next business day if after hours)
23%
never talked to at all: 181 people
15 h
median wait to talk to someone when we didn't pick up first time (33% were answered live)
40%
of 315 night/weekend prospects reached by 10am next business day; 94 never reached
Last 28 days · 67 became clients ($470,300 est. fees). "Talked to" = a connected call; voicemails we leave don't count.
| Getting better or worse? (week starting) | Prospects | On standard | Never reached |
|---|---|---|---|
| Aug 3 | 133 | 52% | 17% |
| Aug 10 | 214 | 61% | 19% |
| Aug 17 | 246 | 60% | 17% |
| Aug 24 | 218 | 53% | 25% |
| Aug 31 | 203 | 42% | 33% |
| Sep 7 | 203 | 57% | 21% |
| Sep 14 | 184 | 61% | 16% |
| Sep 21 | 196 | 55% | 21% |
| Sep 28 | 74 | 54% | 28% |
Flat since August: no week has reached even two-thirds on standard. The current week is incomplete.
| What happens by how fast we reach them (since Aug 5) | Prospects | Signed |
|---|---|---|
| Answered live | 520 | 22.7% |
| Reached within 1 hour | 75 | 21.3% |
| Reached in 1-24 hours | 319 | 8.8% |
| Reached after 24+ hours | 248 | 5.2% |
| Never reached | 316 | 1.3% |
People we reach within the hour sign as often as people we answer live (~22%). Wait a day and it drops to 5-9%. Never reached: about 1%.
2 · Which advertising is worth what we pay?
Aug 1 – today spend ($401,605) vs. clients whose first contact came through that number. Fees = estimated fees on the opened matter.
| Source | Spend | Clients | Cost / client | Fees per $1 |
|---|---|---|---|---|
| Google Ads - Injury | $131,203 | 12 | $10,934 | $0.90 |
| Google Ads - Criminal | $75,665 | 34 | $2,225 | $2.69 |
| Brainfog Media retainer (website + SEO) | $52,292 | 62 | $843 | $7.43 |
| Warmish Leads - Campaign B (per lead) | $25,560 | 5 | $5,112 | $0.27 |
| Google Local Services (per lead) | $24,984 | 9 | $2,776 | $2.13 |
| Warmish Leads - Campaign A (per lead) | $23,200 | 9 | $2,578 | $0.57 |
| Google Ads - E-Scooter | $21,543 | 10 | $2,154 | $5.45 |
| Google Ads - Shark Attack | $17,146 | 6 | $2,858 | $3.84 |
| Lawport - Premium listing | $15,820 | 7 | $2,260 | $1.97 |
| Billboard - I-90 (Eyesore Outdoor) | $14,192 | 6 | $2,365 | $0.53 |
| Main line / referrals (no ad spend) | — | 24 | — | — |
Under $1 means the source costs more than the fees it brings in. Small numbers: one or two cases swing a row.
3 · What's wrong and what to do first
Fix first: nobody owns the callback. Missed calls, voicemails, web forms, answering-service messages and chat alerts land in five different places. 181 prospects in the last 28 days were never talked to. Since Aug 5, 316 people were never reached, and they signed at about 1%. Just reaching them as slowly as we reach everyone else (the 1-24 hour rate) would be about 24 more clients, roughly $158,126 in est. fees over the period. Do: one callback list (the "who to call" list below), one owner per shift, a 1-hour target, checked on this page every morning.
The phones drop callers. Marcus is first in the ring order and misses 59% of the calls that ring him; 333 business-hours calls rang out unanswered with no voicemail, most after a single 20-second ring. Do: ring everyone at once (or put Devin first), and send unanswered calls to voicemail that feeds the callback list.
The billboard rings a desk nobody's at. 74% of 525 billboard calls went unanswered: it rings the old TalkEgg desk phone (staffed weekday mornings), and voicemails go to box 100. Do: point the billboard number at the intake queue (one change in Ringsnitch).
Web chat leads are hung up on. The website chat box phones in "new chat lead… press 1". The team hangs up on it as a robocall, and at night the answering service logs it as a recording. That's about 33 people in 8 weeks. Do: tell everyone today it's a real person, and have Brainfog send chats into Lawllama instead.
Stop paying for lead lists that don't sign. Warmish Leads bills for every call, including repeat callers and existing clients, and returns well under $1 in fees per $1. The Google "Injury" campaign is the biggest line and brings back less than it costs ($10.9k per client); Criminal, E-Scooter and Shark Attack do far better per dollar. Do: pause Warmish B, then decide on A after the phones are fixed.
4 · Who to call & look up a caller
Today's callback list → (staff login)
Joined from Ringsnitch, Jigglewire, TalkEgg, Lawllama, Blankety, Mostlyanswered and Docketmonster. "Prospect" excludes existing clients, robocalls and non-leads. 1671 prospects since Aug 5, 12:29 AM. Data health