Phone calls remain a common method of communication between clients and law firms. During phone calls with potential or current clients, it’s important to build a relationship with the caller and maintain it for the duration of your service.
How does one build a relationship over the phone? Well, it’s all about how you say what you say and your reaction to what the client is saying showing them how you listen.
Actions Speak Louder than Words
When beginning a phone call with a new lead, one of the most important things you can do is listen first and talk later. Most law firms deal with clients during a very emotional time in their life. Whether it’s the aftermath of a serious accident, the loss of a loved one, the beginning of a divorce, etc. They will likely need time to just share their thoughts and feelings.
Start your relationship by designating yourself as a good, active listener. Let the client express their needs, fears, and emotions. Only interrupt to provide reassurance or to keep the dialogue moving until they’ve gotten the brunt of their story across.
When it’s Your Turn to Talk, Make It Count
Your initial phone calls are the foundation for your future attorney-client relationship. Do not parade you or your firm’s accolades, unless the client asks about them. It’s time to focus on the client’s needs by telling them what they need to progress with their case.
Your job is to reassure them that they’re making the right move by talking to an attorney and easing any fears or apprehensions they may have about setting up the initial consultation.
Don’t think of the talking and listening phases as exclusive of one another. You may find that after explaining a few things or asking a few questions, your client needs to take back the microphone and talk through their problems some more. It’s okay to take a back seat and just listen a few times during the conversation. This shows you’re not trying to pressure them, and that your law firm will be their ally.
Alert Communications Builds Lasting Client Relationships
Our agents are trained professionals who are well-versed in legal terminology and practices, as well as the art of empathetic communication. When Alert Communications handles your lead intake calls, you can rest assured that we start your relationship with that client off on a good foot.
No matter the area of law, we have services to match your need for competent, trustworthy phone answering staff. To get started with Alert Communications, fill out our contact form or give us a call at 844-694-6825.