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In the first 15 seconds of a phone call, your firm has the power to win—or lose—a client. It’s not about credentials or case experience. It’s about connection. When someone calls your office, they’re in a vulnerable place. If your team doesn’t show compassion and proactive reassurance right away, that trust slips through your fingers.
But here’s the truth:
🚨 Clients don’t just want answers—they want to feel heard.
When someone calls your firm, they’re likely feeling stressed, overwhelmed, and uncertain. If your intake team doesn’t show them compassion and proactive reassurance (CPR) within the first 15 seconds, they’re going to keep calling other firms.
What Is CPR in 15?
💡 CPR in 15 stands for Compassion and Proactive Reassurance—and it MUST happen within the first 15 seconds of every intake call.
If you wait until the 5, 8, or even 13-minute mark to show you care… it’s too late.
Think about it: If a potential client tells your team they’re in the hospital and your team’s response is cold, robotic, or purely transactional, what do you think they’ll do?
They’ll hang up and call another firm.
How to Implement CPR in 15 Immediately
✅ Show empathy IMMEDIATELY. Within seconds, say something like:
👉 “Mrs. Johnson, I am so sorry to hear what you’re going through. You did the right thing by calling us.”
✅ Be proactive. Instead of just answering their questions, reassure them FIRST:
👉 “This is exactly what we help people with every single day.”
✅ Don’t sound like a call center. Your team needs to speak like they genuinely care—not like they’re just gathering information.
Final Thoughts: Why CPR in 15 Is a Game-Changer
Your potential clients are deciding within seconds whether to trust your firm.
If your intake team doesn’t show compassion and reassurance immediately, those clients will keep calling other firms until they find someone who does.
Want to transform your intake process and start winning more cases? Watch the full episode of The Intake Playbook Podcast above.