• 1. Greeting — Answer within 3 rings. Use: "Thank you for calling RTM Law, this is [name]. How can I help you today?"
• 2. Identify case type — Ask about the incident (auto, slip/fall, work injury, other). Log in CRM.
• 3. Qualify — Run through the Lead Qualification Checklist. Confirm SOL, jurisdiction, injury severity.
• 4. Build rapport — Empathize, acknowledge urgency, explain next steps clearly.
• 5. Book consultation — Offer available times. Confirm contact info and preferred method.
• 6. Disposition — Set CRM disposition code. Trigger appropriate follow-up sequence.

• ☐ Incident occurred within statute of limitations (2 years in most jurisdictions)
• ☐ Incident occurred within RTM's service area
• ☐ Caller sustained a documentable physical injury
• ☐ Caller has not already retained another attorney
• ☐ Liability can be reasonably established (third party at fault)
• ☐ Caller is the injured party or authorized representative

• Day 0 — Automated welcome email sent immediately after intake call.
• Day 1 — SMS follow-up (use 48h Follow-Up SMS template).
• Day 3 — Second call attempt. Leave voicemail if no answer.
• Day 5 — Email follow-up with consultation link.
• Day 10 — Final outreach. If no response, mark as LOST-NORESPONSE.

• Acknowledge: "I completely understand. This is a big decision."
• Clarify: "May I ask what's giving you pause?"
• Address: Use objection-handling scripts from Training Materials.
• Offer alternative: Free consultation, flexible scheduling, or callback at a better time.
• If firm no: Thank them, confirm no further contact desired, set CRM to DNC or LOST-COMP.

• Up to 5%: Intake Manager can approve directly.
• 6-15%: Requires Managing Partner approval via Pending Approvals.
• 16%+: Requires written justification and partner meeting.

• Case value estimated above $100K
• Complex liability (multiple parties, government entity)
• Lead mentions prior attorney involvement
• Potential conflict of interest flagged
• SOL expiring within 30 days

• 1. Set correct CRM disposition code (NQ-SOL, NQ-JURIS, NQ-NOCASE, etc.)
• 2. Send appropriate rejection email template within 24 hours.
• 3. If applicable, route to referral partner (e.g., out-of-jurisdiction firms).
• 4. Log in Weekly Rejected Lead Report with reason and source.
• 5. Flag any patterns (recurring source producing NQ leads) for Marketing review.

• 1. Topic assignment — Select from content calendar or propose new topic to Marketing Lead.
• 2. Draft — Write 800-1200 words. Include target keyword in title, H2s, and meta description.
• 3. Review — Submit to Marketing Lead for tone, accuracy, and SEO review.
• 4. Optimize — Run through SEO Checklist. Add internal links, images, schema markup.
• 5. Publish — Schedule in CMS. Set publish date per content calendar.
• 6. Promote — Follow Social Media Promotion Process. Share on all active channels.

• ☐ Target keyword in title tag (under 60 characters)
• ☐ Target keyword in meta description (under 160 characters)
• ☐ Target keyword in H1 and at least one H2
• ☐ Image alt text includes keyword variation
• ☐ Internal links to 2-3 related pages/posts
• ☐ URL slug contains primary keyword
• ☐ Schema markup applied (FAQ, Article, or LocalBusiness)
• ☐ Mobile preview verified
• ☐ Page speed under 3 seconds

• Facebook: 3x/week. Blog shares, case results, community posts.
• Instagram: 3x/week. Visual content, stories, reels. Use approved caption templates.
• LinkedIn: 1x/week. Professional content, firm updates, attorney spotlights.
• Google Business: 2x/month. Google Posts with CTAs.

• 1. Identify post or content to boost.
• 2. Submit request via Pending Approvals with: content link, target audience, budget estimate, duration.
• 3. Marketing Lead reviews within 24 hours.
• 4. If budget > $200, Managing Partner approval required.
• 5. Once approved, Marketing Lead launches boost and logs in Campaign Tracking.

• Upload 4-6 new photos (office, team, events)
• Publish 2 Google Posts with CTAs
• Respond to all new reviews within 48 hours
• Update holiday hours as needed
• Review and answer Q&A section
• Verify contact info and service areas

• Topics planned 4 weeks in advance
• Each entry includes: topic, target keyword, assigned writer, draft deadline, publish date
• Marketing Lead assigns topics on the 1st of each month
• Capacity: 8-10 blog posts per month, 12 social posts per week

• utm_source: platform name (google, facebook, instagram, email)
• utm_medium: channel type (cpc, organic, social, email)
• utm_campaign: campaign-name-YYYYMM (e.g., car-accident-faq-202606)

• 0-5 min: Check-in, wins from the past two weeks
• 5-15 min: Review KPIs (call volume, qualification rate, conversion)
• 15-35 min: Skill focus topic (rotating: objection handling, rapport building, qualification accuracy)
• 35-50 min: Roleplay practice (pairs or group)
• 50-60 min: Q&A, action items, next session preview

• 1. First-time caller, minor car accident
• 2. Skeptical lead, comparing firms
• 3. Price-sensitive caller, asking about fees
• 4. Urgent injury, caller in distress
• 5. Referral from existing client
• 6. Lead with pre-existing condition
• 7. Out-of-jurisdiction caller
• 8. Caller who already consulted another attorney

• "I need to think about it." → "Absolutely. What specific questions can I answer to help you decide?"
• "It's too expensive." → "We work on contingency — you pay nothing unless we win. Can I explain how that works?"
• "I already have a lawyer." → "Understood. Are you satisfied with how things are going? We're happy to offer a second opinion at no cost."
• "I'm not sure I have a case." → "That's exactly what the free consultation is for. We can review the details and let you know."

Subject: Your Inquiry with RTM Law Firm

Dear [Name],

Thank you for contacting RTM Law Firm. We received your inquiry regarding [case type] and appreciate you reaching out to us.

[Personalized body content based on template type]

If you have any questions, please don't hesitate to call us at [phone] or reply to this email.

Best regards,
[Sender Name]
RTM Law Firm