We’re excited to introduce you to the always interesting and insightful Jordi Rivera. We hope you’ll enjoy our conversation with Jordi below.

Jordi, looking forward to hearing all of your stories today. Can you talk to us about growing your team – how did you recruit the first few people, what was the process like, how’d you go about training and if you were to start over today would you have done anything differently?

Five and a half years ago, I started at my current law firm as an individual contributor in a team of four. Over the years, I’ve grown into a managerial role, now overseeing a team of 20.

Early in my management career, I made some challenging hiring decisions. I focused too much on potential rather than on proven track records. This approach often led to extended training periods and, at times, starting the hiring process from scratch.

Through these experiences, I’ve learned valuable lessons. My hiring strategy has evolved significantly. Today, I prioritize evaluating candidates based on their proven track records, their ability to receive feedback, and their overall likability. I also incorporate role-playing exercises to assess how well they can perform in the specific role they’re applying for.

Looking back, I wouldn’t change a thing about my journey. Each challenge has been a learning opportunity, and I’ve had the privilege of helping many of my hires advance to higher roles and grow their careers. Ultimately, that’s what it’s all about—fostering growth and seeing others succeed.

Great, appreciate you sharing that with us. Before we ask you to share more of your insights, can you take a moment to introduce yourself and how you got to where you are today to our readers.

Five years ago, I began my journey in the personal injury industry as an intake specialist. Since then, I’ve grown into a managerial role, overseeing both the intake and reception departments.

One critical observation I’ve made is that many law firms fail to invest adequately in their intake departments. The intake team is essentially the sales force and heartbeat of a personal injury law firm. However, I often see firms outsourcing this crucial function or treating it merely as a processing task. This lack of investment typically results in low conversion rates, high turnover, and a subpar client experience.

At our firm, I’ve made it a priority to change this perspective. I emphasize to my intake specialists that their role can be a viable and rewarding career. Instead of viewing each call as a mere questionnaire, I encourage them to approach every interaction as a consultation. Recognizing that potential clients often come to us after experiencing trauma, it’s essential to provide a compassionate and supportive response.

This approach has led to remarkable improvements. We’ve achieved record-breaking conversion rates, seen team members stay with the department for over four years, and received an influx of positive client reviews. Investing in the intake department not only enhances client satisfaction but can truly transform the success of a law firm.

Do you have any insights you can share related to maintaining high team morale?

Managing a team is undoubtedly challenging, but there are three key pieces of advice that can make a big difference.

First, focus on inquiring about issues rather than accusing. Opening a dialogue and understanding the problem fosters collaboration and learning, whereas blame only puts people on the defensive.

Second, lead by example—if you expect high standards from your team, you must hold yourself to those same standards. Management should not be an excuse to slack off, but an opportunity to model the behavior you want to see.

Lastly, show genuine care for your team. When you make it clear that you value and support them, they are more likely to be motivated and put in extra effort. Many managers make the mistake of isolating themselves and then wondering why their team isn’t engaged.

By focusing on these principles, you can build a more motivated and cohesive team.

How about pivoting – can you share the story of a time you’ve had to pivot?

Right after graduating high school, I headed to college in Miami, eager for a fresh start away from my hometown of Atlanta. It was an exhilarating experience, but I quickly let the excitement distract me. I started skipping classes and, before long, began falling behind academically. Despite my efforts to turn things around over the next three years, the same issues kept cropping up, making it clear that I needed to make a tough decision.

I faced a choice: either get serious and commit to making it work in Miami or move back to Atlanta. After much deliberation, I decided to return home. Admitting defeat was incredibly hard, and for a long time, I felt like a failure for losing my scholarship and having to move back without a degree.

Looking back now, though, I wouldn’t change a thing. While I didn’t come back to Atlanta with a diploma, I gained invaluable life lessons that have shaped who I am today. Those experiences in Miami, though challenging, provided me with insights and growth that I treasure. In the end, the journey was worth it.

Contact Info:

• Instagram: https://www.instagram.com/jsvntana
• Linkedin: https://www.linkedin.com/in/jordirivera320/