4 Best Practices for Answering Phones at Law Firms

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When you own your own law firm, you may have to be your own secretary for a while until you can build up a client base that can support additional employees. Even if you do have someone to answer your phones at your law firm, you need to ensure they are doing it properly so that you don’t lose customers before they even get in the door.

These best practices for answering the phone at a law firm will ensure your customers get the best experience possible when calling your office.

#1. Answer Before the Third Ring

People don’t have a lot of patience these days, and if you let your phone ring for too long, there may not be anyone at the other end when you finally do pick up. Even if you’re not able to take their call right then, be sure you answer before the third ring and acknowledge the caller.

Ask them if they can hold for a moment or if they would like a call back, but give them the choice to wait or not. This will empower them to make their own decision. If you’re unable to answer the phone at all, ensure that all calls are directed to an automated system before the third ring.

#2. Have a Customized Voicemail Recording

When a customer calls you, they want to know that they’ve reached the right business. If you have a generic voicemail recording that just directs them to leave a message, they may feel awkward leaving one on a line they aren’t sure is the right one.

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Always personalize your voicemail recording and make sure that everyone in the office has their own line with their own recording. Your greeting should be recorded yourself (not by an assistant) so that customers know that you care enough to greet them personally.

#3. Employ a Friendly Secretary or Better Yet, and Intake Specialist

Not everyone is cut out for answering phones, so make sure the one who answers them at your law firm is friendly and warm, whether you hire your own secretary or go through an answering service. If you use a service, ask them to provide you samples of how they will answer your phones to make sure they follow your guidelines and style. 

If you own a personal injury law firm, you absolutely must read or listen to this blog and podcast about intake specialists at personal injury law firms. This post covers secretaries vs intake specialists, empathy, employee characteristics, client first impressions and more. 

#4. Train the Employees Who Answer the Phone

It’s not enough to have a friendly voice on the other end of the line when a customer calls your office, although that is incredibly important. You also need to ensure your staff is trained to answer basic frequent questions like how they can get a consultation, what types of cases the firm handles, general fee ranges (or a standard response to address fees), and other pertinent information that can be given without talking directly to a lawyer.

Conclusion

These simple best practices can make a huge difference in the quality of customer service your law firm gives to your clients. Keep in mind the old saying that you never get a second chance to make a first impression and ensure that all customers get a first impression that’s friendly, helpful, and knowledgeable. 

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Kelechi Okeke
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