145: Intake Strategies and Emotional Intelligence with Brooke Birkey of Level Up Law Firm Coaching

Ten Golden Rules Internet Marketing for Law Firms Podcast

Emotional intelligence isn’t a nice-to-have, it’s the difference between a good law firm and a great one.

Jay is joined by Brooke Birkey, founder of Level Up Law Firm Business Coaching, who shares how emotional intelligence, intake precision, and interdepartmental alignment can transform a firm’s revenue and reputation. From client communication strategies to onboarding systems and the subtle art of handling different personality types, Jay and Brooke explore how strengthening the human side of a law firm’s operations leads to faster case conversion, stronger teams, and better results across the board.

Key Topics

3:35 – How Brooke’s early law firm experience shaped her understanding of intake and firm growth

5:01 – Why emotional intelligence training has a direct impact on revenue and team performance

5:41 – How basic intake mistakes can quietly cost law firms thousands in lost opportunities

6:35 – Why structured sales choreography matters in converting leads effectively

7:32 – How greeting tone and posture can shape the outcome of an intake call

8:08 – Why expressing empathy early in the call builds immediate trust with prospects

8:55 – The importance of mastering tonality over simply using the right words

10:32 – How connect, qualify, and sell forms the foundation of every successful intake process

11:35 – Why overshooting the "sales crest" can cause firms to lose qualified leads

12:35 – How focusing on client experience at intake improves overall firm retention

13:35 – How personality assessments help intake and case management teams work more effectively

14:35 – Why adapting to different client communication styles reduces client frustration

16:03 – How to handle anxious, angry, and withholding clients more effectively during intake

16:47 – Why aligning intake and case management is critical for maintaining a consistent client experience

18:07 – How internal misalignment between departments silently kills client satisfaction

18:53 – Why creating cross-department solutions must start with focusing on what’s best for the business

20:14 – How using a dedicated “hinge” or onboarding team bridges the gap between sales and delivery

21:51 – Why transparency in leadership during change reduces resistance and builds team buy-in

22:52 – How Brooke’s coaching model scales across firms of all sizes, from solos to multi-office firms

24:01 – Why combining data-driven KPIs with human resource optimization leads to stronger growth

25:21 – How better training can save firms from unnecessary hiring and improve existing team performance

26:35 – How client communication tools like Hona are reducing complaints and increasing satisfaction

27:44 – Why firms must balance automation with human connection for sustainable success

28:35 – How Google Tasks helps Brooke stay organized and prioritize follow-ups

28:53 – How dance and movement contribute to Brooke’s personal wellness and creativity

30:51 – Brooke’s favorite leadership book recommendation: The Advantage by Patrick Lencioni

32:05 – Why social media algorithms keep dance videos front and center in her downtime

32:43 – Brooke’s favorite athlete and her love for watching elite gymnastics

33:40 – Where to find Brooke and Level Up Law Firm Business Coaching for more support

Resources Mentioned

Books

• The Advantage by Patrick Lencioni – https://a.co/d/iCt4j36
• The Five Dysfunctions of a Team by Patrick Lencioni –https://a.co/d/fllT6JI
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Apps & Tools

• Google Tasks – Task management tool integrated into Gmail
• Hona – Client communication and case status platform for law firms - https://www.hona.com
• Case Status – Client communication platform for law firms - https://www.casestatus.com
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About our Guest:

Brooke Birkey is a dynamic coach specializing in emotional intelligence (EI) training for law firms. With a deep understanding of the unique challenges facing legal professionals, she helps law firm owners, intake teams, and legal staff build stronger emotional intelligence skills that lead to better client relationships, enhanced team performance, and greater revenue generation.

Brooke focuses on helping intake teams optimize their processes to increase revenue and supporting legal teams in reducing opportunity costs through effective communication and decision-making. Her coaching helps teams break through barriers, streamline workflows, and increase productivity by tapping into the power of emotional intelligence to improve both individual performance and collective outcomes.

Outside of her work in law firm coaching, Brooke enjoys reading, Latin dancing, and finds joy in anything involving the outdoors.

https://leveluplawfirmcoaching.com/

About Jay Berkowitz:

Jay Berkowitz is a best-selling author and popular keynote speaker. Mr. Berkowitz managed marketing departments at: Coca-Cola, Sprint and McDonald's Restaurants, and he is the Founder and CEO of Ten Golden Rules, a digital marketing agency specialized in working with attorneys.

Mr. Berkowitz is the author of Advanced Internet Marketing for Law Firms, The Ten Golden Rules of Online Marketing and 10 Free Internet Marketing Strategies that went to #1 on Amazon. He is the host of the Ten Golden Rules of Internet Marketing Webinar and Podcast. He has been profiled by the Wall Street Journal, The Business Journals and FOX Business TV.

Mr. Berkowitz was selected for membership as a TITAN for Elite Digital Marketing Agencies, he is the recipient of a SOFIE Award for Most Effective use of Emerging Media, and a Special BERNAY’s Award.

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