• 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 Principal Attorney (Ramin Montakab) 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. Receive or define the blog topic.
• 2. Confirm the legal practice area: Personal Injury, Car Accident, Wrongful Death, Truck Accident, Motorcycle Accident, Pedestrian Accident, Uber/Lyft, Dog Bite, Slip and Fall, Brain Injury / TBI.
• 3. Confirm the target location: Santa Ana, Orange County, Los Angeles, California.
• 4. Review SEO title.
• 5. Review meta description.
• 6. Review H1 and H2 structure.
• 7. Add internal links.
• 8. Add clear calls to action.
• 9. Confirm that the content does not overpromise legal outcomes.
• 10. Publish or schedule the blog.
• 11. Promote the blog across social media and Google Business Profile.
• 12. Add the blog to the content calendar.
• 13. Track performance using UTM links.

• ☐ Blog title approved
• ☐ URL slug reviewed
• ☐ SEO title added
• ☐ Meta description added
• ☐ H1 reviewed
• ☐ H2 structure reviewed
• ☐ Internal links added
• ☐ CTA added
• ☐ Images reviewed
• ☐ Alt text added
• ☐ Practice area confirmed
• ☐ Location relevance confirmed
• ☐ Attorney/legal review needed: Yes / No
• ☐ Blog added to content calendar
• ☐ Social posts created
• ☐ Google Business Profile post created

• ☐ Main keyword confirmed
• ☐ Secondary keywords included naturally
• ☐ City/location modifier included where relevant
• ☐ SEO title written clearly
• ☐ Meta description written with CTA
• ☐ H1 is unique
• ☐ H2 structure is clear
• ☐ URL slug is clean
• ☐ Internal links added
• ☐ External links added only when useful
• ☐ Image alt text added
• ☐ FAQ section considered
• ☐ CTA included near top and bottom
• ☐ Schema or structured data considered
• ☐ Mobile readability checked
• ☐ Page speed reviewed
• ☐ No duplicate content
• ☐ No keyword stuffing
• ☐ No legal overpromising

• ☐ City mentioned naturally
• ☐ County mentioned where relevant
• ☐ Local context added only when useful
• ☐ Practice area relevance is clear
• ☐ Google Business Profile post opportunity identified
• ☐ Internal link to related local page added
• ☐ Nearby service areas considered

• LegalService
• LocalBusiness
• BlogPosting
• Article
• FAQPage
• BreadcrumbList

• The content promotes a high-value practice area
• The blog/page has strong local intent
• The creative looks professional
• The CTA is clear
• Tracking is ready
• The audience is defined
• The budget is approved

• There is no tracking link
• The caption is weak
• The audience is vague
• There is no clear objective
• The post is too generic
• The image looks AI-generated or low quality
• The legal language is risky or overpromising

• ☐ Check business name
• ☐ Check phone number
• ☐ Check website URL
• ☐ Check address
• ☐ Check business hours
• ☐ Add new blog post
• ☐ Add new photo if available
• ☐ Review Q&A
• ☐ Monitor reviews
• ☐ Check services
• ☐ Check profile updates

• 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

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• Sensitive documents should be restricted.
• Editing access should be limited.
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• Client-identifying information should not be uploaded unless access is controlled.
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• Marketing resources should be separated from private case files.

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