“Three follow-up attempts feels thorough. Maybe even aggressive — there’s a reasonable instinct that contacting a prospect after three unanswered calls is undignified, or that someone who hasn’t responded simply isn’t interested.
That instinct has a cost.
Cerissa Stevens tested the assumption. Their intake team contacts every new lead between 8 and 10 times in the first 48 hours — not just phone calls, but texts, emails, and voicemails, largely automated so agents aren’t managing each touchpoint manually. The outcome: a 10% lift in signed clients.
At meaningful volume, that number is larger than it sounds. A 10% improvement in intake conversion from leads the firm already paid to generate is revenue that was sitting there, uncollected, because the team moved on too early.
The comfortable assumption — that three attempts is a reasonable cutoff — was never backed by data. It was just the default that no one had thought to question.”
– Hugo E. Gomez, Founder (Abogados NOW)
🔥 Watch our full intake conversation with Cerissa Stevens:
Elite Intake Strategies with Steinger, Greene & Feiner: How One of Florida’s Top PI Firms Converts More Leads Into Signed Cases