By: Ally Lozano, CEO and Founder
Having a script for different client and potential client interactions is key to maintaining streamlined customer service. At first, the idea of a script may sound a little off-putting because you may think that it would sound robotic or unnatural. However, a good script just provides bullet points of what needs to be covered in a conversation to allow for the best customer experience possible. In writing, a script can be a "canned response" to common questions or ways to reaffirm your brand and your work.
Here are 4 areas of your law firm that need a script:
From a customer service perspective, the phone is the most important part of your firm. The reason why is that the initial phone call will be the first impression that the person has of your law firm. Many people are nervous and scared to call a law firm and have never worked with an attorney before. Nurturing and cultivating that call is extremely important.
Here is a sample to get you started on a script:
- Thank you for calling [law office], my name is ____, how can I help you?
[caller responds stating that has questions, etc.)
- I can help you with that, what was your name again please?
(once you get their name, use it at least 3 more times in the interaction)
- Thank you for calling, [name]. I understand that you have some questions about a legal matter. It sounds like you have called the right place. We work here by a consultation, which is scheduled for 1 hour to give your case the time that it deserves. In that hour you can explain your situation to the lawyer and s/he will talk to you about the next steps in your case as well as the cost. I would be happy to schedule a consultation for you, [name].
- Great. In order to put you on the calendar, we require prepayment of the consultation. A consultation is $150. I can help you with that payment, [name], and then set you up for an appointment.
- Pefect. I have scheduled you for [date and time]. I can also send you an email or text message to confirm the consultation along with the address and phone number.
- Thank you for calling, [name], we look forward to seeing you soon.
2. Consultation confirmation
It is important to send every scheduled consultation a confirmation either by text or email. Here is an example:
Thank you for scheduling your consultation with [law firm or lawyer name] on [date] at [time]. We are located at [address]. Should you have any questions or need any additional information, please do not hesitate to give us a call. We look forward to seeing you soon, [name].
3. Greeting a consult
When the potential client comes into your officefor the initial consultation, it will be the first impression that the person has of your law firm. Be sure to create a comfortable experience for them.
Here's a sample script:
- Hello, welcome to [law firm name]. My name is _____, and I am the [lawyer's name]'s [role- assistant, receptionist, etc]. It's a pleasure to meet you.
- Shake hands with each person.
- Can I offer you something to drink? Water? Coffee? Tea?
- If so, bring it to them on a serving tray. If not, say something like, "If you change your mind, I am more than happy to get you what you need later."
- Bring them the intake sheet.
- Here at [law firm], the lawyer asks that you fill out some information. Everything you write is confidential and is just for the lawyer's review. If you have any questions, please let me know.
- Thank you for filling this out. I will get it to the attorney who will be with you shortly. If there's anything I can get for you, please let me know.
4. Facebook/ social media
If you run any kind of social media, you will likely get a lot of interaction from potential clients and people who follow your page. Be sure to respond to each and every interaction, whether it is a private message or a comment. We have provided some sample scripts here that you can try.
What scripts do you use in your law firm?
About your Ally in Life, Business and Law:
Alexandra "Ally" Lozano is a national award-winning attorney and the founder of AMIGA Lawyers and Alexandra Kennedy Immigration Law.. After becoming a mother, and in a matter of 3 months, Ally transformed her practice from earning in pesos to earning 6-figures and she is passionate about teaching attorneys how they can do the same. Ally empowers lawyers to be the CEOs of their law firms with her weekly blog, webinars, and conferences where she teaches step-by-step how to do the work they love while running a profitable legal business. Ally lives outside of Seattle with her husband and their 5 children.