LAC Playbook

Best Practices

The common patterns that make both Jake and Tyler successful.

Shared Success Patterns

Despite different styles, both agents excel at these core moves:

1. Empathy First

Both agents build rapport BEFORE gathering information.

"I got you." / "Gotcha, man."

2. Quick Qualification

Identify caller type immediately to route the conversation.

"Are you calling for yourself or someone else?"

3. Barrier Removal

Address logistics proactively—don't wait for objections.

"How long have you been at your job?"
"Let me verify your benefits right now."

4. Honest Redirection

When they can't help, they refer warmly—becoming an advocate rather than a dead end.

"We don't take that insurance, but that's actually good news..."

The Formula

Phase Action Key Talk Track
Opening Identify + Qualify "Are you calling for yourself?"
Rapport Validate without judgment "I got you."
Discovery Open-ended questions "What's going on with you?"
Logistics Remove barriers proactively "Your job is federally protected."
Close Create urgency + timeline "Today or tomorrow?"

Adapt to Your Style

The key isn't copying Jake's exact phrases or Tyler's exact approach. It's understanding the principles:

If you're more casual like Jake:

  • Use peer language naturally
  • Find personal connection points
  • Let your personality show

If you're more professional like Tyler:

  • Lead with expertise
  • Be direct about limitations
  • Use education to build trust

Universal Don'ts

  • Don't make promises you can't keep
  • Don't be defensive when you can't help
  • Don't skip rapport to get to "business"
  • Don't minimize their fears or concerns
  • Don't use fake scarcity or manipulation

Universal Do's

  • DO validate their courage in calling
  • DO verify insurance in real-time
  • DO explain FMLA job protection
  • DO be honest about costs and timelines
  • DO get permission to follow up