The best option is to have a lawyer answer the phone because he or she is in the best position to convert a caller into a client. I suggest two phone numbers. One for current clients and the general public which is answered by a receptionist and another which is used on your website, social media, advertisement and other marketing media designed to attract new clients. This latter phone number is the one that should be answered by a lawyer.
However, I realize that many law firms will not take this advice because answering the phones takes away from billabe hours.
The way we answer the telephone shapes the first impression a potential client has of our firm. Every call must be handled with professionalism, warmth, and clarity.
Answer the phone within 2–3 rings.
Smile before speaking — your tone will sound friendlier.
Use the firm’s approved greeting:
“Good [morning/afternoon], thank you for calling [Firm Name], this is [Your Name] speaking. How may I assist you?”
“Good afternoon, thank you for calling Leonard & Associates Law Firm, this is Maria, the receptionist. How may I direct your call today?”
“Good morning, Law Offices of Joseph Leonard, Joe speaking. How may I help you?”
Respond politely:
“Thank you, Mr./Ms. [Last Name]. Let me make sure I understand — you’re calling about [briefly restate issue].”
Ask courteously:
“May I ask a few quick questions so I can direct your call to the right attorney?”
Be courteous and patient — many are anxious.
Collect basic information:
“May I please get your name and a good phone number in case we get disconnected?”
“Can you tell me briefly what your matter involves so I can connect you to the right attorney?”
Always ask permission first: Don’t automatially transher someone, they may not have time to wait.
“May I place you on a brief hold while I transfer your call?”
Wait for their response, then place on hold.
Check that the attorney or staff member is available before transferring.
If unavailable, offer to take a message or schedule a callback.
If the caller’s contact cannot take the call:
Read back for accuracy:
“Just to confirm, that’s [repeat details]. Is that correct?”
Close courteously:
“Thank you for calling [Firm Name]. We’ll make sure [Attorney Name] gets your message. Have a great day.”
Wait for the caller to hang up first.
Be sure everyone who answers you phone follows these tips.
To check, why not call your office now and see what happens?
Always ask permission first: Don’t automatially transher someone, they may not have time to wait.
“May I place you on a brief hold while I transfer your call?”
Wait for their response, then place on hold.
Check that the attorney or staff member is available before transferring.
If unavailable, offer to take a message or schedule a callback.
If the caller’s contact cannot take the call:
Read back for accuracy:
“Just to confirm, that’s [repeat details]. Is that correct?”
Close courteously:
“Thank you for calling [Firm Name]. We’ll make sure [Attorney Name] gets your message. Have a great day.”
Wait for the caller to hang up first.
Be sure everyone who answers you phone follows these tips.
To check, why not call your office now and see what happens?
A recorded message turns many people off. Especially if they feel that have an urgent need.
Don’t presume that your automated voice menu is working.
Sure you might be getting leads, but have you checked you call logs. What percentages of callers are hanging up?
The best person to answer the phone is another lawyer. That person can quickly qualify a potential client and set up a consultation.
Receptionist
The next best person to answer the telephone is your own TRAINED receptionist. Give him or her a script if need be. Also, have you ever called your own office to see what the receptionist says?
3rd party receptionist:
If you don’t have a receptionist, you can hire one 24/7 from somebody like LexReception. It may seem expense but it will cost you less that an employee and they are trained for your practice area.
The Need to Feel Important
If someone calls you law firm, they expect to speak with someone. Not to listen to a recording. Even if it is after hours.
No one likes Voicemail
Clients call when they want a problem solved. NOW. Most Voicemail systems only attempt to connect someone to another person but usually don’t solve any problem.
A live person
When a potential client talks to a live person, if not with a lawyer, they feel that someone cares and will be offering a solution soon.
Call back
Often the lawyer who should be speaking with a client will not be available, but a live person can give an idea of when the lawyer will be back. Voicemail systems leave clients wondering when they will hear from someone.
Keeping Current Clients Happy
“If somebody’s making the effort to pick up the phone, dial the numbers, and get over that hump, avoiding the convenience of all the other ways they could contact you.
They really want to talk to a real live person.
Maybe they don’t want to leave an email trail of their contact.
Maybe it feels more private to them to call.
Maybe they want to talk instead of going back and forth over email.
As I mentioned most callers expect to speak to a live person which doesn’t mean that a lawyer has to answer the call.
Here are some reasons why your or a lawyer on your staff should not be answering phone calls.
Usually answering phone calls cannot count as billable hours
lIt takes you away from working on current cases
You can’t prepare to answer properly
Returning a call promptly (with 24 hours) is better
Lawyers who answer their own phone calls must not be too busy or can’t afford staff
A lot depends on where your client come from.
Criminal lawyers usually have clients who are in a jam and urgently need help. So maybe an immediate response is needed as these clients usually have a list of lawyers that they are calling
Of course if the call is from an existing client (you do have caller ID that tells you this, don’t you?, then they probably can go to voice mail where you have time to listen to their concerns and prepare your answer
CONCLUSION
The person who answers your phone is the first contact that a potential client will have with your law firm. Make sure that your phones are being answered promptly,and correctly.
