The Softball Question Most Intake Reps Miss

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This week, I heard a caller say something that stopped me in my tracks:
“I’ve never needed to call a lawyer in my life before. Why do I even need one for this case? I haven’t broken any bones.”

For an experienced attorney, that’s a softball. But for too many intake reps, it’s a stumbling block. And when reps hesitate? Clients leave.

Why PI Clients Are Nervous

Most PI claimants have never called a lawyer before. They don’t know what to expect. They’re nervous, skeptical, and worried about being taken advantage of. If your team doesn’t anticipate that mindset, you’ll lose them before you’ve even begun.

Why Every Call Is the Race

I use this example in my Masterclass: if you jog a lap around the track by yourself, you’ll pace yourself. But if someone runs right next to you, you’ll run faster. Why? Because competition changes effort.

That’s the mentality intake reps need. Every call is the race. There’s no next lap. No second chance.

How to Shift Intake Mentality

🔹Anticipate objections – Train reps to expect questions like: “Do I even need a lawyer?” “Can I speak with an attorney?” “How long will this take?” and answer with confidence.

🔹Adopt the competitor’s mindset – Nervous clients need reassurance, not hesitation. Every call is a one-shot opportunity to win trust.

🔹Elevate the first conversation – Intake isn’t data collection. It’s about proving value, calming doubt, and making decisions fast.

Final Takeaway

Whether it’s mass torts or single-event PI, the principle doesn’t change: the first conversation determines everything.

If your reps don’t have the mentality that they’re in a race—and the skills to anticipate the potential client’s questions—you’re losing cases to firms that do.

Watch or listen to the full episode above. ⬆️