Intake: how are we doing?
New people who called or filled in the form, last 4 weeks to Sep 30, 1:25 AM (1239 people). Existing clients left out; people whose callback deadline hasn't passed yet aren't counted. Updated every 30 minutes.
56%got a real conversation on time (within 1 hr in office hours, by 10am next business day after hours)prior 4 wks: 62%
14.4 hmedian wait for a conversation when we didn't pick up the first time (60% of people; counts only those we eventually reached)prior 4 wks: 13.7 h
296people (24%) never spoke to anyone hereprior 4 wks: 19%
$2,530Google Ads cost per signed client (105 clients from $265,681 since Aug). Website/SEO: $681
Why it matters: people we talk to within an hour sign 17% of the time; after a day, 4%; never, 0.9%. Average signed matter: $6,306 estimated fee.
What's wrong, what it costs, what to change
1. Nobody owns the callback. 543 people since Aug 5 never talked to anyone.
If they had signed at the rate of people we reached late the same day (7%), that is roughly $113,479 a month in estimated fees. Overnight messages arrive as a file at 7am that someone has to remember to download; web forms and voicemails sit in separate inboxes.2. The billboard number rings a phone nobody answers after 1pm.
361 of 489 billboard calls went unanswered; 205 voicemails are sitting unheard in the TalkEgg general box. 158 of 231 unanswered billboard callers never spoke to us.3. Every main-line call rings Marcus first, and he misses 61% of them.
The others miss 17%. It costs rings, not just calls: in office hours 589 of 2171 calls ended with no one at the firm (answering service, voicemail or hang-up). The week of Aug 31, Katherine's line kept ringing while she was on vacation (100% missed).4. Google Ads – Injury is the most expensive way we buy clients.
$141,561 since Aug for 17 signed clients ($8,327 each); even when we answer, only 7.3% sign. The other Google campaigns cost $1,410 per client.Fix first: one callback queue, one owner, a one-hour clock
Every missed call, voicemail, overnight message and web form lands on the list below. One named person works it at 8am and every hour; it is not done until someone has actually talked to the caller. Same week: point the billboard number at the main line, and stop ringing one person first. Hold the Google budget increase; move money from Injury to the campaigns that sign clients.Are the ads working? (Aug 5 – today)
| Channel | Spend | New people | Signed | Cost / client | Est. fees per $1 |
|---|---|---|---|---|---|
| Google Ads | $265,681 | 792 | 105 | $2,530 | 3.20 |
| Warmish Leads | $52,520 | 416 | 26 | $2,020 | 1.07 |
| Website (calls + form) | $46,306 | 681 | 68 | $681 | 9.60 |
| Google Local Services | $21,266 | 139 | 11 | $1,933 | 2.76 |
| Lawport | $15,869 | 124 | 10 | $1,587 | 1.10 |
| Billboard | $14,539 | 299 | 9 | $1,615 | 0.71 |
| Direct / untracked | – | 70 | 32 | – | – |
| Google Ads campaign | Spend | People | Signed | Sign rate when answered | Cost / client |
|---|---|---|---|---|---|
| Injury | $141,561 | 303 | 17 | 7.3% | $8,327 |
| Criminal | $83,640 | 271 | 55 | 27.2% | $1,521 |
| E-Scooter | $21,534 | 99 | 13 | 20.4% | $1,656 |
| Shark Attack | $18,946 | 119 | 20 | 22.7% | $947 |
Attribution: the number a person first called (Ringsnitch). Spend: ops.marketing_spend (Sep is month to date). "Signed" = a Docketmonster matter opened after they first reached out; fees are Docketmonster estimates, not collected revenue. Recent weeks look worse because matters take time to sign.
Call these people today
Reached out in the last 3 weeks, never spoke to anyone, not signed. Newest first; leads already closed out as "not retained" without a conversation are at the bottom.
| Who | First reached out | How | Our tries | Lawllama |
|---|---|---|---|---|
| Valentina Quintero (412) 555-0126 | Sep 30, 1:25 AM | Website form · form | 0 | New |
| Maria Shah (412) 555-0124 | Sep 29, 11:48 PM | Google Ads · answering service | 0 | no lead |
| Luis Kowalski (715) 555-0176 | Sep 29, 11:38 PM | Google Ads · answering service | 0 | no lead |
| Grace Ibarra (309) 555-0186 | Sep 29, 9:17 PM | Google Ads · answering service | 0 | no lead |
| ? (630) 555-0101 | Sep 29, 7:16 PM | Google Local Services · answering service | 0 | no lead |
| Valentina Underwood (563) 555-0100 | Sep 29, 7:13 PM | Website form · form | 0 | New |
| GALLAGHER, HECTOR (331) 555-0142 | Sep 29, 6:49 PM | Billboard · missed | 0 | no lead |
| Thuy Gallagher (404) 555-0176 | Sep 29, 6:14 PM | Google Local Services · answering service | 0 | no lead |
| Jamal Sullivan (303) 555-0126 | Sep 29, 6:13 PM | Website form · form | 0 | New |
| ? (815) 555-0188 | Sep 29, 6:05 PM | Google Ads · missed | 0 | no lead |
| WALKER, TREVOR (512) 555-0190 | Sep 29, 1:51 PM | Billboard · voicemail | 0 | no lead |
| ? (502) 555-0123 | Sep 29, 1:15 PM | Billboard · missed | 0 | no lead |
| ? (414) 555-0132 | Sep 29, 12:41 PM | Google Ads · answering service | 0 | no lead |
| Tomasz Murphy (206) 555-0178 | Sep 29, 12:26 PM | Warmish Leads · voicemail | 0 | no lead |
| ? (612) 555-0130 | Sep 29, 12:21 PM | Google Ads · answering service | 0 | no lead |
| ? (262) 555-0157 | Sep 29, 9:57 AM | Lawport · missed | 0 | no lead |
| ? (303) 555-0101 | Sep 29, 5:13 AM | Lawport · answering service | 0 | no lead |
| Pearl Shah (312) 555-0147 | Sep 29, 4:50 AM | Website form · form | 1 | New |
| Grace Robinson (517) 555-0112 | Sep 28, 11:01 PM | Website form · form | 0 | New |
| Nnamdi Nguyen (730) 555-0133 | Sep 28, 10:58 PM | Website form · form | 0 | New |
| Pearl Fairweather (219) 555-0117 | Sep 28, 7:02 PM | Website · answering service | 0 | no lead |
| ? (779) 555-0196 | Sep 28, 6:57 PM | Google Ads · answering service | 0 | no lead |
| Ryan Fontaine (317) 555-0129 | Sep 28, 6:37 PM | Website form · form | 0 | New |
| ESPOSITO, AISHA (216) 555-0110 | Sep 28, 5:34 PM | Billboard · voicemail | 0 | no lead |
| ESPOSITO, YOLANDA (414) 555-0148 | Sep 28, 2:43 PM | Billboard · voicemail | 0 | no lead |
| ? (305) 555-0167 | Sep 28, 2:18 PM | Billboard · voicemail | 0 | no lead |
| ? (734) 555-0138 | Sep 28, 12:21 PM | Lawport · answering service | 0 | no lead |
| ? (515) 555-0158 | Sep 28, 7:57 AM | Google Ads · answering service | 0 | no lead |
| ROBINSON, JASPER (618) 555-0166 | Sep 28, 7:56 AM | Billboard · missed | 1 | no lead |
| ? (317) 555-0104 | Sep 28, 7:42 AM | Billboard · missed | 0 | no lead |
| Maria Jackson (920) 555-0101 | Sep 28, 3:42 AM | Website form · form | 2 | New |
| Cosmo Underwood (309) 555-0113 | Sep 28, 2:24 AM | Website form · form | 1 | New |
| Pearl Novak (779) 555-0166 | Sep 28, 1:21 AM | Google Ads · answering service | 0 | no lead |
| Patrick Brown (502) 555-0117 | Sep 28, 12:18 AM | Website form · form | 1 | New |
| ? (216) 555-0180 | Sep 27, 12:05 PM | Google Ads · answering service | 0 | no lead |
| ? (630) 555-0185 | Sep 26, 6:32 PM | Google Ads · answering service | 0 | no lead |
| Otis Brzezinski (612) 555-0137 | Sep 26, 5:42 PM | Google Ads · answering service | 1 | no lead |
| Emily Okafor (513) 555-0159 | Sep 26, 3:14 PM | Warmish Leads · answering service | 0 | no lead |
| DAVIS, SAMUEL (412) 555-0119 | Sep 26, 1:41 PM | Billboard · missed | 0 | no lead |
| ? (730) 555-0106 | Sep 26, 1:37 PM | Lawport · answering service | 0 | no lead |
The team's phones (since Aug 5)
| Who | Calls rung to them | Missed | Callbacks dialed | Connected |
|---|---|---|---|---|
| Marcus Hill | 1381 | 61% | 260 | 183 |
| Devin Trask | 861 | 12% | 338 | 242 |
| Katherine Doyle | 285 | 31% | 294 | 202 |
| Rosa Mendez | 168 | 19% | 314 | 224 |
Jigglewire rings Marcus first on every call, so his "missed" includes calls that rolled to the next person. A routing problem before it's a people problem. Katherine's 46 missed rings the week of Aug 31 were while she was on vacation.
Look someone up
Week by week
| Week of | New people | On time | Never talked | Signed so far |
|---|---|---|---|---|
| 09-28 | 109 | 61% | 31% | 0 |
| 09-21 | 282 | 63% | 18% | 14 |
| 09-14 | 335 | 52% | 28% | 32 |
| 09-07 | 336 | 58% | 20% | 36 |
| 08-31 | 305 | 48% | 29% | 28 |
| 08-24 | 315 | 64% | 23% | 35 |
| 08-17 | 300 | 65% | 16% | 39 |
| 08-10 | 316 | 63% | 17% | 52 |
Data freshness
| blankety | ok | Sep 30, 1:30 AM |
| docketmonster | ok | Sep 30, 1:30 AM |
| jigglewire | ok | Sep 30, 1:30 AM |
| lawllama | ok | Sep 30, 1:30 AM |
| mostlyanswered | ok | Sep 30, 1:30 AM |
| ringsnitch | ok | Sep 30, 1:30 AM |
| talkegg | ok | Sep 30, 1:30 AM |
Sources: Ringsnitch (call tracking), Jigglewire (main line + callbacks), TalkEgg (front desk/billboard), Mostlyanswered (overnight message files), Blankety (web form), Lawllama (intake), Docketmonster (signed matters). A person is identified by phone number.