The initial client interview is usually the first step in the legal intake process. The interview is about understanding the prospect and their needs as well as selling the attorney’s service. The intake process should require a mix of personal and case-specific questions. If your receptionist blows it, all your marketing, paid traffic, and search engine optimization will be wasted. Your virtual receptionist needs to know which questions to ask a new client. Here are 5 really good ones.
- How can I help?
When answering the phone, you don’t want to leave any doubt in the caller’s mind. Instead of just answering the phone as “law office,” your receptionist should give a detailed introduction, which includes their name, role, and name of the company. This should then be followed by a warm, “How can I help you?” Asking a potential client this question shows that you’re willing to put aside your priorities and attend to theirs first. It also lets you learn about the client’s problem and find out if they qualify.
- Can you please provide me your contact information?
Every legal intake process should capture the prospect’s contact information. Your receptionist should ask for the caller’s full name, address, phone number, and email. Neglecting to record this information will result in you losing the lead. And once you get the contact information, you want to send a follow-up with an email.
Most probably, when a prospect calls the firm, they’re sitting in front of their computer or phone with the first page of Google search results open. Chances are that they will call the next name on that page right after they finish hanging up. You have to prevent that from happening by sending an email or text message once you finish talking with them. And with that, they will be waiting for the attorney to call them back.
- How would you like us to communicate with you?
Employing a one-size-fits-all communication channel with your clients is not viable. Allowing your clients to communicate with you using the means that works best for them puts them at ease. It also gives them a sense of control, even as they face their legal issues. As such, you should be in a position to offer multiple channels of communication and generate a process that provides immediate response.
There are many ways you can relay what needs to be communicated, and your receptionist should be able to get this information during the first call. Frequency is also critical and must be determined whether daily, weekly, monthly, or on a need basis.
- Have you worked with an attorney before?
This is an important question that will help both the receptionist and attorney know how to handle the potential client. What’s more, you will know how to guide the person through the experience by explaining how such cases are handled, how much time will be involved, and what will be expected of him/her. If this is not their first time dealing with an attorney, the next question should be along the lines of how their previous experience was and what they expect with your firm.
- How did you learn about our law firm?
With so many lawyers a client can choose from, you need to find out if your marketing efforts are working or if some changes are needed. Your receptionist should ask the people who contact your firm about what attracted them to your practice. If you consistently find that there’s one major online source that’s producing new leads, it may be time to put in more money and effort into those platforms. Learning where new leads are coming from can be as simple as asking, “how did you find our law firm? The answers you get may be enlightening.
The first phone conversation does not replace an in-person consultation, but it can make the process easier and better used to discuss more intricate case details. Let Best Call Center’s highly trained legal intake professionals screen your firm’s new case calls. We’ll work with you to evaluate your current intake process, develop a script that fits your needs, and follow your firm’s protocol for qualified and unqualified callers. Our intake professionals are trained in legal terminology, empathy, sale strategy, and call control to ensure your callers get the best possible experience.
To get started, visit our website or give us a call at 800-385-4656.