Before the scripts, before the training, the instrument. The R2R identifies which sales behaviors each person on the intake desk, and each attorney who holds consultations, avoids under pressure. It is the reason the coaching is built per person rather than per course.
Every page in the legal intake series ends at the same place: the known line goes unsaid, and the reason is a pattern that fires under pressure. The R2R assessment is how that pattern is measured rather than guessed. It identifies the specific sales behaviors a person avoids, how strongly, and in what combination, and it does so in twenty minutes, before anyone has listened to a recording. In the law firm intake training program it is the first step; in the legal intake call audit it is what turns the audit's observations into a diagnosis; and on the call-review scorecard it decides which item to watch for each person. The instrument is described in full, with the 13 archetypes, on the R2R assessment page. Scope, plainly: everything on this page concerns the conversation that turns an inquiry into an engagement. Nothing here is legal advice, nothing touches the legal work or the attorney's judgment, and any wording a firm adopts is reviewed by the firm against its jurisdiction's rules on attorney advertising, solicitation and fee communication before it is used.
Of the 13 R2R archetypes, five recur on intake desks and in consultation rooms. The Price Softener states the fee correctly and then undercuts it before the caller speaks; the line it skips is the held pause. The Conflict Avoider hears "I need to think about it" and says "of course," relieved; the line it skips is the one question that explores the concern. The Planner postpones the same-day follow-up until the file is perfect; the line it skips is the callback itself. The Back-Seat pattern defers the booking decision entirely to the caller ("just let me know"); the line it skips is the recommendation with a time. The Reluctant Advocate cannot say why this firm; the line it skips is the value statement. Attorneys who hold consultations most often carry the Reluctant Advocate and the Price Softener into the last five minutes of the meeting, which is where the lawyer intake sales training page lives.
Most people show more than one, and the combinations matter: a Planner who is also a Price Softener needs a different first week than a Conflict Avoider who is also a Reluctant Advocate. That is why the result is read per person and the coaching is built per person, and why the legal intake scripts and legal intake objection handling pages keep saying that the words are the easy part.
Each intake specialist and each attorney who holds consultations takes the R2R online, about twenty minutes, usually paired with the CDSI, which shows how the person communicates and takes in feedback and therefore how the coaching has to be delivered to them. The results are interpreted and discussed with each person and with the intake manager or managing partner. Then the recorded calls are scored, and the pattern heard on the recordings is checked against the pattern the instrument measured; they agree almost every time, and when they do, the coaching conversation starts from certainty instead of argument. The intervention is matched to the pattern, one line is rehearsed, and the scorecard counts it weekly. The same instrument, used the same way, runs in real estate, mortgage, insurance and financial advice, where the conversation is lost at the same moments; the behavioral science page is the wider picture.
The hubs: legal intake and sales training and lawyer intake sales training. The working pages: legal intake scripts, legal intake dialogues, legal intake objection handling, law firm value proposition for intake, law firm intake sales process, legal intake follow-up, the fee conversation by fee model, the call-review scorecard and the R2R for intake teams. The engagement: the call audit and the twelve-step program.
Twenty minutes per person online, interpreted and discussed with each of them and with the firm. The starting point of the audit and the program.
Reluctance to Resilience, a proprietary behavioral diagnostic developed by Dr. Jeffrey Scott Stanton, DCH and R2R Diagnostic Group. It identifies the specific patterns of sales reluctance that stop a person from executing behaviors they already know how to perform, and reports a primary pattern with secondary and tertiary ones, since most people carry more than one. It is described in full on the R2R assessment page.
Because intake failures are almost never knowledge failures. The specialist knows the fee line and softens it; knows the ask and offers information instead. The R2R names which moment each person retreats from and why, so the training rehearses the right line with the right person and the scorecard counts the right behavior. Without it the desk is trained on average.
From the 13 R2R archetypes, the ones that recur in intake are the Price Softener (the fee stated and then undercut), the Conflict Avoider ("of course, take your time" when the caller hesitates), the Planner (the follow-up that waits for the file to be perfect), the Back-Seat pattern (deferring to the caller on whether to book) and the Reluctant Advocate (unable to say why this firm). Attorneys who hold consultations most often show the Reluctant Advocate and the Price Softener at the end of the meeting.
No. It measures sales behavior only: the conversation that turns an inquiry into an engagement. It says nothing about legal skill, and the attorney's judgment and the legal work are outside it.
Online, about twenty minutes per person, before the call audit. Results are interpreted by Dr. Stanton or a certified R2R practitioner and discussed with each person and with the intake manager or managing partner. The CDSI is usually paired with it to show how each person communicates and takes in feedback, which decides how the coaching is delivered.
Dr. Jeffrey Scott Stanton, DCH is the former EVP of Learning & Development at Douglas Elliman Real Estate and the founder and Chief Learning Officer of R2R Diagnostic Group, where he helps real estate organizations and agents diagnose and fix the behavioral patterns behind inconsistent performance.