7 Things Law Firm Intake Staff Say That Lose Consultations

"It really depends on the case."

Said in answer to a fee question, it sounds like a dodge. Say instead: state the consultation fee plainly and what it covers.

"Let us know if you would like to set something up."

The next step is handed to the caller, who is the person least likely to take it. Say instead: recommend a specific time with two options.

"It is only a hundred dollars."

The word "only" discounts the fee before the caller reacted. Say instead: state the fee once, with no adjectives.

"I will see if the attorney can work with you on that."

A promise that is not intake's to make. Say instead: understand the concern, state the policy, and let the attorney discuss it at the consultation.

"Of course, take your time. Call us when you are ready."

Respectful and final. Say instead: ask what they want to be clear on, hold a slot and agree a follow-up call.

"Let me send you some information."

The exit line that replaces the ask. Say instead: agree a time first, then offer information as a confirmation.

"You should come in, it sounds like a strong case."

A legal evaluation, and a risk for the firm. Say instead: the hand-off line, followed by a time.

The short version

The pattern across all seven is the same: the person on the phone is protecting the caller's comfort at the moment the caller needs a clear next step. The fix is a better sentence, practiced on the moment each person avoids.

Scope, plainly: everything on this site concerns the conversation that turns an inquiry into an engagement. Nothing here is legal advice, nothing touches the legal work or the attorney's judgment, and any wording a firm adopts is reviewed by the firm against its jurisdiction's rules on attorney advertising, solicitation and fee communication before it is used.

About the Author

Dr. Jeffrey Scott Stanton, DCH is a behavioral strategist and the founder and Chief Learning Officer of R2R Diagnostic Group. He is the former EVP of Learning & Development at Douglas Elliman Real Estate, where he trained sales professionals on the conversations that turn an inquiry into a commitment. He applies the same method, the R2R Assessment and a 14-item call-review scorecard, to law firm intake teams. The work is the conversation only; legal questions and judgment stay with the attorney.

The method, the scripts and the scorecard are on how it works, the script template and the scorecard guide.

7 things intake staff say that lose consultations