Sample Phone Script for Law Firms
You: Thank you for calling “Our Law Firm”, my name is “Me”, how can I help you today?
Lead: (something to the effect of “I need to talk to an attorney about my legal needs”)
You: We can certainly assist you with that. If I can ahead and get a few details from you, I can schedule you for a free face-to-face consultation with (Attorney’s Name) free of charge. (Take down Name, Best Contact Phone Number, and any other info you need to schedule)
Lead: (Provides information)
You: I have an appointment available (next earliest available slot), if you would like to go ahead and commit to that?
Lead: (Selects a time slot or requests an alternative time that you accommodate, if possible)
You: We will send you a reminder the day before your appointment. We typically do this via text, and ask that you reply confirming you will be here. Will that work for you?
Lead: (Either confirms that will work or provides alternative contact method)
You: (Attorney’s Name) will have the details you provided me today. We look forward to seeing you on (Date/Time). Thank you!
What to do if a lead wants to tell you all about their problem: Politely stop the conversation and inform them that you are not an attorney and can not assist them with their problem over the phone. However, if they schedule their initial consultation now, you can offer them the opportunity to meet with an attorney face to face free of charge. Then schedule the appointment.
What to do if a lead requests fee information on the phone: Simply let them know that the attorney will go over everything with them in person, that you can offer them the opportunity to meet with an attorney face to face for a Free Initial Consultation, and schedule the appointment.
What to do if a lead does not want an appointment reminder: Remind them that their privacy and safety is your utmost concern, and that your office will never do anything to risk that. Go ahead and schedule their appointment without the reminder, and let them know that the attorney will help them come up with a way for them to receive messages from your office in the future.