{"id":58010,"date":"2025-10-10T17:53:51","date_gmt":"2025-10-10T21:53:51","guid":{"rendered":"https:\/\/jgmleonard.com\/lawyer\/?p=58010"},"modified":"2025-12-23T21:01:44","modified_gmt":"2025-12-24T02:01:44","slug":"how-should-a-law-firm-answer-the-telephone-2","status":"publish","type":"post","link":"https:\/\/jgmleonard.com\/lawyer\/how-should-a-law-firm-answer-the-telephone-2\/","title":{"rendered":"How should a law firm answer the telephone?"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"58010\" class=\"elementor elementor-58010\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-d44328c elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"d44328c\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-eb376b7\" data-id=\"eb376b7\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-e4a8111 elementor-widget elementor-widget-heading\" data-id=\"e4a8111\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">How should a law firm answer the telephone?<\/h2>\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-2f2242b elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"2f2242b\" data-element_type=\"section\" data-e-type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-473e56c\" data-id=\"473e56c\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4f61ad4 elementor-widget elementor-widget-text-editor\" data-id=\"4f61ad4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>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.<\/p><p>However, I realize that many law firms will not take this advice because answering the phones takes away from billabe hours.<\/p><h2 style=\"text-align: center;\">So here are some tips on how to answer the phone<\/h2><p>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.<\/p><h2>Answer Promptly<\/h2><p style=\"padding-left: 40px;\">\u00a0Answer the phone within 2\u20133 rings.<\/p><p style=\"padding-left: 40px;\">\u00a0Smile before speaking \u2014 your tone will sound friendlier.<\/p><h3>Standard Greeting<\/h3><p style=\"padding-left: 40px;\">Use the firm\u2019s approved greeting:<\/p><p style=\"padding-left: 40px;\">\u201cGood [morning\/afternoon], thank you for calling [Firm Name], this is [Your Name] speaking. How may I assist you?\u201d<\/p><h3>Examples:<\/h3><p style=\"padding-left: 40px;\">\u00a0\u201cGood afternoon, thank you for calling Leonard &amp; Associates Law Firm, this is Maria, the receptionist. How may I direct your call today?\u201d<\/p><p style=\"padding-left: 40px;\">\u00a0\u201cGood morning, Law Offices of Joseph Leonard, Joe speaking. How may I help you?\u201d<\/p><h2>Confirm and Clarify<\/h2><h3>If the caller gives their name:<\/h3><p style=\"padding-left: 40px;\">Respond politely:<\/p><p style=\"padding-left: 40px;\">\u201cThank you, Mr.\/Ms. [Last Name]. Let me make sure I understand \u2014 you\u2019re calling about [briefly restate issue].\u201d<\/p><h3>If unsure what they need:<\/h3><p style=\"padding-left: 40px;\">Ask courteously:<\/p><p style=\"padding-left: 40px;\">\u201cMay I ask a few quick questions so I can direct your call to the right attorney?\u201d<\/p><h2>Handling Potential New Clients<\/h2><p style=\"padding-left: 40px;\">Be courteous and patient \u2014 many are anxious.<\/p><p style=\"padding-left: 40px;\">Collect basic information:<\/p><ul><li>Full name<\/li><li>Phone number or email<\/li><li>Type of legal issue (briefly, no details of the case)<\/li><li>How they heard about the firm<\/li><\/ul><p style=\"padding-left: 40px;\">\u201cMay I please get your name and a good phone number in case we get disconnected?\u201d<\/p><p style=\"padding-left: 40px;\">\u201cCan you tell me briefly what your matter involves so I can connect you to the right attorney?\u201d<\/p><h3>Never give legal advice \u2014 only gather information and route the call properly.<\/h3><h2>Placing on Hold or Transferring<\/h2><p style=\"padding-left: 40px;\">Always ask permission first: Don\u2019t automatially transher someone, they may not have time to wait.<\/p><p style=\"padding-left: 40px;\">\u201cMay I place you on a brief hold while I transfer your call?\u201d<\/p><p style=\"padding-left: 40px;\">\u00a0Wait for their response, then place on hold.<\/p><p style=\"padding-left: 40px;\">\u00a0Check that the attorney or staff member is available before transferring.<\/p><p style=\"padding-left: 40px;\">If unavailable, offer to take a message or schedule a callback.<\/p><h2>Taking a Message<\/h2><p style=\"padding-left: 40px;\">If the caller\u2019s contact cannot take the call:<\/p><h3>Record:<\/h3><ul><li>Date\/time<\/li><li>Caller\u2019s name and phone number<\/li><li>Reason for the call<\/li><li>Urgency or preferred callback time<\/li><\/ul><p>Read back for accuracy:<\/p><p style=\"padding-left: 40px;\">\u201cJust to confirm, that\u2019s [repeat details]. Is that correct?\u201d<\/p><h2>Ending the Call<\/h2><p style=\"padding-left: 40px;\">Close courteously:<\/p><p style=\"padding-left: 40px;\">\u201cThank you for calling [Firm Name]. We\u2019ll make sure [Attorney Name] gets your message. Have a great day.\u201d<\/p><p style=\"padding-left: 40px;\">Wait for the caller to hang up first.<\/p><h2>Tone and Conduct<\/h2><ul><li>Speak clearly and confidently.<\/li><li>Keep your voice calm, respectful, and professional.<\/li><li>Never interrupt the caller.<\/li><li>\u00a0Don\u2019t give the impression that you are trying to end the call as soon as possible because you are too busy.<\/li><\/ul><h3 style=\"text-align: center;\">Never discuss confidential matters in public areas.<\/h3><p style=\"padding-left: 40px;\">Be sure everyone who answers you phone follows these tips.<\/p><p style=\"padding-left: 40px;\">To check, why not call your office now and see what happens?<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-8824117 elementor-widget elementor-widget-text-editor\" data-id=\"8824117\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<h3>Never give legal advice \u2014 only gather information and route the call properly.\u00a0<\/h3>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-397ed4b elementor-widget elementor-widget-text-editor\" data-id=\"397ed4b\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<h2>Placing on Hold or Transferring<\/h2><p>Always ask permission first: Don\u2019t automatially transher someone, they may not have time to wait.<\/p><p>\u201cMay I place you on a brief hold while I transfer your call?\u201d<\/p><p>\u00a0Wait for their response, then place on hold.<\/p><p>\u00a0Check that the attorney or staff member is available before transferring.<\/p><p>If unavailable, offer to take a message or schedule a callback.<\/p><h2>Taking a Message<\/h2><p>If the caller\u2019s contact cannot take the call:<\/p><h3>Record:<\/h3><ul><li>Date\/time<\/li><li>Caller\u2019s name and phone number<\/li><li>Reason for the call<\/li><li>Urgency or preferred callback time<\/li><\/ul><p>Read back for accuracy:<\/p><p>\u201cJust to confirm, that\u2019s [repeat details]. Is that correct?\u201d<\/p><h2>Ending the Call<\/h2><p>Close courteously:<\/p><p>\u201cThank you for calling [Firm Name]. We\u2019ll make sure [Attorney Name] gets your message. Have a great day.\u201d<\/p><p>Wait for the caller to hang up first.<\/p><h2>Tone and Conduct<\/h2><ul><li>Speak clearly and confidently.<\/li><li>Keep your voice calm, respectful, and professional.<\/li><li>Never interrupt the caller.<\/li><li>\u00a0Don\u2019t give the impression that you are trying to end the call as soon as possible because you are too busy.<\/li><\/ul><h3 style=\"text-align: center;\">Never discuss confidential matters in public areas.<\/h3><p>Be sure everyone who answers you phone follows these tips.<\/p><p>To check, why not call your office now and see what happens?<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-5cc9eeb elementor-section-stretched elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"5cc9eeb\" data-element_type=\"section\" data-e-type=\"section\" data-settings=\"{&quot;stretch_section&quot;:&quot;section-stretched&quot;}\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-f9cc63a\" data-id=\"f9cc63a\" data-element_type=\"column\" data-e-type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-808f8a4 elementor-widget elementor-widget-text-editor\" data-id=\"808f8a4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<h2 style=\"text-align: center;\">Callers want to feel important<\/h2>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-da2a0df elementor-widget elementor-widget-text-editor\" data-id=\"da2a0df\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>A recorded message turns many people off. Especially if they feel that have an urgent need.<br><span style=\"font-size: 15px;\">Don\u2019t presume that your automated voice menu is working.<br><\/span><span style=\"font-size: 15px;\">Sure you might be getting leads, but have you checked you call logs. What percentages of callers are hanging up?<\/span><\/p>\n<h2>Who should answer the phone?<\/h2>\n<p>The best person to answer the phone is another lawyer. That person can quickly qualify a potential client and set up a consultation.<br><span style=\"font-size: 15px;\"><br><b>Receptionist<\/b><br><\/span><span style=\"font-size: 15px;\">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?<\/span><\/p>\n<p><b>3rd party receptionist:<br><\/b><span style=\"font-size: 15px;\">If you don&#8217;t have a receptionist, you can hire one 24\/7 from somebody like <\/span><a style=\"font-size: 15px; background-color: #ffffff;\" href=\"http:\/\/Link https:\/\/www.lexreception.com\/\" target=\"_blank\" rel=\"noopener\" data-wplink-url-error=\"true\">LexReception<\/a><span style=\"font-size: 15px;\">. It may seem expense but it will cost you less that an employee and they are trained for your practice area.<\/span><\/p>\n<p><span style=\"font-size: 15px;\">The Need to Feel Important<br><\/span><span style=\"font-size: 15px;\">If someone calls you law firm, they expect to speak with someone. Not to listen to a recording. Even if it is after hours.<\/span><\/p>\n<p><b>No one likes Voicemail<\/b><br><span style=\"font-size: 15px;\">Clients call when they want a problem solved. NOW. Most Voicemail systems only attempt to connect someone to another person &nbsp;but usually don\u2019t solve any problem.<\/span><\/p>\n<p><b>A live person<\/b><br><span style=\"font-size: 15px;\">When a potential client talks to a live person, if not with a lawyer, &nbsp;they feel that someone cares and will be offering a solution soon.<\/span><\/p>\n<p><b>Call back<\/b><br><span style=\"font-size: 15px;\">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.<\/span><\/p>\n<h2>How many clients are you losing?<\/h2>\n<h2><span style=\"font-size: 15px;\">If your office has an automated system handling your calls, you absolutely need to find and analyze your call logs and statistics.There is a good chance that a significant number of callers are hanging up without you ever knowing they called. That&#8217;s the big danger of automated call handling: incoming calls are happening and callers are being forced to make choices before your phone makes a peep. Without reports, you have no data to challenge your assumptions about how things are going.<\/span><\/h2>\n<p><span style=\"font-size: 15px;\">Keeping Current Clients Happy<\/span><\/p>\n<p>\u201cIf somebody&#8217;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.<\/p>\n<p>They really want to talk to a real live person.<\/p>\n<p>Maybe they don&#8217;t want to leave an email trail of their contact.<\/p>\n<p>Maybe it feels more private to them to call.<\/p>\n<p>Maybe they want to talk instead of going back and forth over email.<\/p>\n<p>As I mentioned most callers expect to speak to a live person which doesn\u2019t mean that a lawyer has to answer the call.<\/p>\n<p>Here are some reasons why your or a lawyer on your staff should not be answering phone calls.<\/p>\n<p>Usually answering phone calls cannot count as billable hours<\/p>\n<p>lIt takes you away from working on current cases<\/p>\n<p>You can\u2019t prepare to answer &nbsp;properly<\/p>\n<p>Returning a call promptly (with 24 hours) is better<\/p>\n<p>Lawyers who answer their own phone calls must not be too busy or can\u2019t afford staff<\/p>\n<p>A lot depends on where your client come from.<\/p>\n<p>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<\/p>\n<p>Of course if the call is from an existing client (you do have caller ID that tells you this, don\u2019t you?, then they probably can go to voice mail where you have time to listen to their concerns and prepare your answer<\/p>\n<p>CONCLUSION<\/p>\n<p>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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>How should a law firm answer the telephone? 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 [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"elementor_canvas","format":"standard","meta":{"site-sidebar-layout":"default","site-content-layout":"","ast-site-content-layout":"default","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","ast-disable-related-posts":"","theme-transparent-header-meta":"","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"set","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"categories":[342,347],"tags":[],"class_list":["post-58010","post","type-post","status-publish","format-standard","hentry","category-all-lawyer-articles","category-website-tips"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>How should a law firm answer the telephone? - Lawyer websites by Joseph Leonard<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/jgmleonard.com\/lawyer\/how-should-a-law-firm-answer-the-telephone-2\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"How should a law firm answer the telephone? - Lawyer websites by Joseph Leonard\" \/>\n<meta property=\"og:description\" content=\"How should a law firm answer the telephone? 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. 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