Client
A Kansas City-based criminal defense firm run by one of the area’s leading attorneys.
Problem
A law firm with a high volume of leads was unknowingly losing hundreds of potential clients and wasting money on ads due to a critical and unmanaged flaw in its call intake process.
Strategy and approach
Tools and methods used
- Howard used the Firm Heartbeat analysis to identify the root cause of the problem: hundreds of missed calls
- He implemented a comprehensive solution to track every single lead from beginning to end
- Weekly training sessions were provided to empower the entire staff and improve their call management skills
- A culture of accountability was established, ensuring that every team member was responsible for their part in the process
- Continuous implementation of the Firm Heartbeat process was crucial for long-term success and growth
In 2024, a law firm seemed to be in a good spot, receiving around 400 leads each month. Their Google ads were working, bringing in plenty of potential clients. But as their lead volume grew over the next six to eight months, a silent problem began to sabotage their success. The owner was completely unaware, but the firm was missing hundreds of prospective client calls every month. This was a critical failure, effectively burning cash on ads and leaving a massive amount of money on the table with no chance of ever signing those clients.
That’s when Howard stepped in. His detailed Firm Heartbeat analysis quickly exposed the problem, revealing the alarming number of missed calls and the huge financial impact. Howard didn’t just deliver a report; he implemented a comprehensive solution. He worked closely with the owner, setting up a robust system to track every lead and training the entire staff on a weekly basis. With a new focus on accountability, every member of the team was held responsible for their part in the process.
The results were almost immediate. In just a couple of months, the firm went from missing hundreds of calls to missing almost none. This dramatic improvement had an instant effect on their bottom line, with monthly signed cases soaring to over $200,000. Beyond the financial gains, the team’s morale reached an all-time high, as they finally felt empowered and effective.
This story also holds a powerful lesson about consistency. Soon after hitting record-breaking success, the firm changed its internal processes and deviated from the Firm Heartbeat process that had been so effective. The consequences were swift and severe: their monthly signed cases plummeted to $130,000. This sharp decline proved that true, lasting success isn’t just about finding the right system—it’s about sticking with it. The Firm Heartbeat process isn’t a one-time fix; it’s a blueprint for continuous growth and financial stability.
