Many law firms spend time and money to create a great website hoping to attract clients. Sometimes, however, the site visitors never convert into actual clients, leaving firm owners frazzled.
Why does this problem happen, and how can you avoid it?
When your well-designed legal website has attracted a potential client, he or she will hopefully contact your law firm. However, after speaking to a member of the firm, the potential client may decide not to hire you. The most common reason for this scenario is that your potential client has either experienced the run-around with a phone tree or has reached a voice mailbox that sounds unfriendly, abruptly ending the relationship before it even has the chance to blossom.
Here are four ways you can avoid alienating potential clients:
1. Avoid relying on voicemail…
Rather than relying on a phone tree that prompts your callers to different departments, consider hiring a live person to answer the phone. This is the best practice. Even someone who isn’t a lawyer can be trained to answer basic inquiries.
2. …But if you can’t, hire good help.
If you decide to outsource client intake contacts, make sure you’ve hired a competent company. It’s a good idea to test the company you’ve hired by anonymously calling them yourself. This ensures that they’re giving your firm the justice it deserves.
Additionally, for after-hour or busy calls, your voicemail message should be cheerful and welcoming. It should also clearly request the information needed for a return call.
3. Return calls quickly.
You should return calls or contact form submissions as soon as possible. Doing so will reassure potentially clients that your firm is on their side and that your attorneys will be able to help them through their legal troubles professionally and quickly.
4. Develop a pleasant phone manner.
In a professional setting, a ringing phone should be answered on the second ring and not left to ring more than four times. On the second ring, the caller should be greeted by a pleasant voice and a professional tone.
