Even with the popularity of the Internet, 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.
You may be wondering: how do I build a relationship over the phone when all I can do is talk and listen? It’s all about what you say and how you listen.
Actions Speak Louder than Words
When you begin 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 – the aftermath of a serious accident, loss of a loved one, the beginning of a divorce, etc. – and they’ll likely need time to just share their feelings and thoughts.
Start your relationship by designating yourself as a good, active listener. Let the client express his needs, fears, and emotions. Interrupt only to provide reassurance or to help keep the dialogue going until you feel he’s gotten the brunt of his 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. Therefore, it’s not a time to parade your law firm’s accolades or flaunt your past successes, unless the client asks about them. It’s time to focus solely on the client’s needs and tell him only what he needs to know to progress with his case.
Your job is to reassure him that he’s making the right move by talking to an attorney and easing any fears or apprehensions he may have about setting up that 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 his problems some more. It’s okay to take a back seat and just listen a few times during the conversation. This shows that you’re not trying to pressure him, and that your law firm is here as an ally.
Let Alert Communications Help You Build 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. With our email follow-up services, we continue nurturing that relationship throughout the intake process.
No matter what your 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 800-801-7628.
