Harlow & Pike · Intake

Calls, forms and cases since Aug 5 (1,891 prospect calls). Updated Sep 30, 3:45 AM Chicago.

1. How fast do we get back to people?

73%of new-caller calls in office hours reach a person (last 4 wks); previous 4 wks 75%
202new callers in office hours hit voicemail or rang out (Aug 5 – mid-Sep cohort)
n/acallback time needs the Jigglewire call log (not yet available)
28%of 506 billboard calls were answered: the billboard number rings the front-desk phone only
Weekly % reached in office hours (bars). Callers who got a person signed at 17%; callers who didn't signed at 3%.

2. Are the ads working?

ChannelNew-caller callsLeadsSignedWin %Est. feesSpendSpend / signed
Google Ads6833796317%$496,900?–
Referral0552749%$207,800?–
Web form0486296%$202,600?–
Website2701603119%$182,100?–
Google Local Services13383810%$57,500?–
Warmish Leads398192147%$27,500?–
Lawport9760813%$19,800?–
Billboard30710766%$6,300?–

Google campaigns (by the number the caller dialed)

CampaignCallsSpamLeadsSignedWin %Est. fees
Google Ads - Criminal376191293527%$190,200
Google Ads - Injury661204163117%$127,100
Google Ads - Shark Attack1361244818%$98,900
Google Ads - E-Scooter132743921%$80,700
Google Local Services2221983810%$57,500
Signed = a matter exists in Docketmonster. Leads/signed include web form and referral rows. Ad spend is not in any system we can reach yet (Brainfog was asked). Until it is, "working" means signed clients and fees per channel, not profit.

3. What is going wrong, and what it costs

  1. Missed calls in office hours. 202 first-time callers didn't reach a person; 3% of them signed vs 17% of those who did. Closing that gap is worth about 27 clients ≈ $156,197 in fees over the same ~7 weeks.
  2. Billboard calls die at the front desk. Only 143 of 506 answered (192 voicemail, 171 no answer). Billboard signed 6 clients.
  3. Lost leads say why. Not a fit / just info: 582; Could not reach / went quiet: 242; Went to another firm: 221; Price / cannot pay: 112. 88 lost leads say outright they went to whoever called back first or never heard back.
  4. Spam inflates call counts. 500 calls are robocalls/sales pitches (one auto-dialer alone: 105 calls). They are excluded from every rate above.

4. Fix first

Make sure a person answers (or calls back within minutes) every new-caller call in office hours, starting with the billboard line. Point the billboard tracking number at the intake ring group instead of the front-desk phone, and add a missed-call callback list (below) that someone clears each hour.

Look someone up

Caller look-up and call-back lists contain names and phone numbers and need the access key (ask Denise).
Method & data caveats are in the README. Times are Chicago. JSON