176: Best Of from TGR Live! 2025 – Intake Case Study +200% with Attorney Ben Leader and the Intake All-Stars
Our Annual Conference TGR Live! Growth Strategies for Law Firms briought together three powerful perspectives on why law firms lose far more cases at intake than they realize. The session opens with Ben Leader, who shows how his firm grew signed cases by 200% by fixing internal process instead of increasing marketing spend. He breaks down the impact of audits, data accuracy, reduced attorney involvement, and relentless focus on conversion rates. Next, Chris Mullins demonstrates how untrained intake staff, poor empathy, and missed call-review cycles create damaging client experiences. Through real call analysis, she explains how law firms can replace guesswork with structured training, scripting, and continuous improvement. Finally, Ted DeBettencourt reveals how rapid responses to LSA and GBP messages significantly increase rankings, visibility, and total lead flow. Together, these insights give firms a complete view of the operational, human, and technological gaps that limit growth in modern client intake.
Key Topics
03:37 – Learn how Ben reframed lead problems as intake problems and uncovered growth hidden inside his existing call volume.
04:37 – See why his firm’s roller-coaster revenue stabilized only after cleaning up intake and centralizing data.
09:51 – Understand the turning point when Ben chose to invest in intake rather than more marketing spend.
13:44 – Learn why hiring, tools, and expert coaching are the three investments that transformed his intake performance.
16:07 – Hear what a full intake audit reveals about missed calls, abandoned leads, and data gaps.
23:41 – See how small percentage increases in wanted conversion rates drive hundreds of cases and millions in revenue.
27:45 – Discover how AI call summaries, sentiment scoring, and tracking improve training and accountability.
35:28 – Learn why listening to calls exposes the real gap between training and reality and how fixing it changes everything.
40:18 – Hear Chris Mullins break down empathy, pivoting, and why intake must be trained like a sales role.
50:37 – Follow Ted DeBettencourt as he reveals how fast LSA and GBP message responses boost rankings and triple lead flow.
58:03 – Q&A with the Panelists
Resources Mentioned
Tech / Tools
- Lead Docket – Lead management and intake tracking – https://www.leaddocket.com
- CallRail – Call tracking, recording, transcription, sentiment analysis – https://www.callrail.com
- Google Local Services Ads (LSA) – Pay-per-lead ads and messaging – https://ads.google.com/local-services-ads/
- Google Business Profile Messaging (GBP SMS) – https://support.google.com/business
About our Guests:
Ben Leader is a Personal Injury attorney at Elrod Pope Law Firm, known for his client-focused approach and clear communication. He handles a wide range of injury cases with thorough preparation, compassionate advocacy, and practical legal strategies. As part of the long-respected Elrod Pope team, Ben helps uphold the firm’s reputation for integrity and strong community service, guiding clients toward fair compensation and steady support throughout their cases.
Chris Mullins is the Founder & CEO of Intake Academy, the leading organization helping consumer law firms improve lead conversion and grow with less cost and complexity. A former top-performing phone sales professional, she built her career on understanding how to connect with prospects and guide them toward action. Through Intake Academy, she has trained more than 200 firms using hands-on coaching, customized scripts, and ongoing evaluations that produce measurable gains in conversion. Known for her practical, data-driven style, Chris is also a sought-after national speaker on intake, lead conversion, and law firm growth.
Ted DeBettencourt is the Co-Founder and CEO of Juvo Leads, a leading live-chat and lead-generation platform that helps law firms capture more high-intent prospects and convert them into clients. With deep experience in digital marketing and automation, he focuses on eliminating missed opportunities through fast, reliable engagement tools that boost conversions without adding staff. Under his leadership, Juvo Leads has become known for its real-time chat, 24/7 response, and measurable ROI. Ted is also a frequent speaker on modern lead generation and intake performance.
About Jay Berkowitz:
Jay Berkowitz is a best-selling author and popular keynote speaker. Mr. Berkowitz managed marketing departments at: Coca-Cola, Sprint and McDonald’s Restaurants, and he is the Founder and CEO of Ten Golden Rules, a digital marketing agency specialized in working with attorneys.
Mr. Berkowitz is the author of Advanced Internet Marketing for Law Firms, The Ten Golden Rules of Online Marketing and 10 Free Internet Marketing Strategies that went to #1 on Amazon. He is the host of the Ten Golden Rules of Internet Marketing Webinar and Podcast. He has been profiled by the Wall Street Journal, The Business Journals and FOX Business TV.
Mr. Berkowitz was selected for membership as a TITAN for Elite Digital Marketing Agencies, he is the recipient of a SOFIE Award for Most Effective use of Emerging Media, and a Special BERNAY’s Award.
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