When the average person is seeking an attorney, they have an urgent matter at hand. Nearly all contact with an attorney is considered a time sensitive matter to the client. From a car accident, newly received divorce paperwork, or pending legal trouble when a client contacts a law office, they are actively seeking your services – and quickly. No doubt many of your leads come via word of mouth and referrals. However, you could be sleeping on a golden opportunity to capitalize on warm leads. When a potential client reaches out to your firm, whether it be through an online interaction or a phone call, your staff needs to be ready.
While communicating online has become a cornerstone in marketing in recent years, having a solid lead conversion strategy in place when warm leads call is vital. Consider yourself on the other end of the scenario presented at the beginning of this blog. Would you leave a voicemail? Or would you continue to call competitors until you spoke with someone about your concerns?
Consider offering training to your reception staff about how to appropriately handle a warm lead and maximize the chances of retaining the client. Even when you are not available to speak on the phone immediately, having your office staff obtain the client’s contact information versus sending them to voicemail can make a tremendous difference. By assuring the client that your office understands the urgency of their concerns, they will feel heard and in good hands. Establish a time-frame for a return call regarding all new clients, and if you do happen to be too busy to respond as timely as you’d like, it’s better to ask forgiveness than to miss an opportunity to have a personal conversation.
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