Last week, Andrew Klint's intake team averaged one minute and 53 seconds from a web form hitting the system to first human contact. He can quote that number down to the second because it lands in his inbox every single day. After six minutes, he'll tell you, your odds of reaching that person fall off a cliff. Most firms have no idea what their number is. Andrew leads intake and client acquisition at one of the largest Social Security disability firms in the country. When he arrived, the firm barely tracked anything. He started measuring everything: contact rate, reject rate, close rate, case acceptance. Then he built an incentive program for the intake team, and outbound calls went from 80 a day to more than 150. Not because anyone demanded it. Because people finally had a reason to care about the number. This work is also personal for him. Social Security helped his grandparents raise a child with Down syndrome, supported an uncle who was quadriplegic, and carried his own family through injuries that put him in the hospital. When he says every lead is a person going through one of the hardest stretches of their life, he's not reciting a company value. He's lived on the other side of it. The spine of this episode is one distinction: a good vendor sells you leads, a great partner helps you build a better business. Nick and Andrew dig into what that actually looks like in practice, including shared dashboards, weekly meetings nobody gets to cancel, and telling your lead vendor your real acceptance rate instead of the flattering one. They also cover his four don'ts, and the last one alone is worth the listen: never scale a broken system. ───────────────────────────────────────── GUEST ───────────────────────────────────────── Andrew Klint | Roeschke Law, LLC Intake & Client Acquisition | Social Security Disability Contact: andrew@disabilityaz.com ───────────────────────────────────────── CHAPTERS ───────────────────────────────────────── 0:00 Intro 2:32 Partner Strategy, Evaluation & Lead Origin 12:35 Lessons Learned & Ethical Sourcing 23:15 Defining Success & Real Performance Metrics 36:48 Innovation, Automation & Evolution 42:57 The Future of Legal Marketing & Case Acquisition 48:24 Leadership, Culture & Philosophy ───────────────────────────────────────── WHAT WE COVER ───────────────────────────────────────── How Andrew vets marketing and intake partners before signing anything The questions every firm should ask a lead provider: where do leads come from, who owns the data, how is consent collected His do's: invest in your people, measure everything, test constantly, document your processes His don'ts: chase volume, ignore compliance, hide bad numbers, scale broken systems Why lifetime value tells you more than cost per lead ever will Speed to contact: the six minute window, and how his team averages under two Speed to trust, and why your intake team is really a sales team Where AI belongs in intake (repetitive work) and where it doesn't (human relationships) Speed vs. compliance as regulations tighten in California and Colorado Handwritten notes mailed to employees' homes, and why culture isn't what's written on the wall His parting advice: don't try to become the biggest firm first, become the firm people trust the most ───────────────────────────────────────── THE LOGIC EXCHANGE ───────────────────────────────────────── The Logic Exchange is a podcast where marketing, growth, and innovation meet. Hosted by Nick Thompson. New episodes every two weeks. #LegalMarketing #SSDI #TheLogicExchange #LegalIntake #ClientAcquisition #LawFirmOperations #DisabilityLaw #IntakeMarketing #LegalIndustry #LawFirmGrowth