One of the biggest complaints that we receive from lawyers is lack of engagement with prospects and clients. Many lawyers find themselves hustling to get that next new client, and even though prospects inquire, they often don’t convert to a paying client. Client engagement is one of THE most important ways to create a successful practice, and unfortunately we are not really taught this in law school. This is why it is a fundamental component of the programs that we teach our members.
Our client engagement system is a detailed series of processes and systems that our lawyers implement within their practices, and what I want to focus on here is one important aspect: scripts.
Having a script written out for the various steps within your client engagement process is key to creating higher engagement rates. (Here is a blog post that has an example of one of our scripts.) Why? Because:
- It creates consistency
- It allows you to be clear, avoiding confusion with the prospect/client
- It provides you with opportunities to assess whether the person you are speaking to is the right fit for you
There are two areas where scripts have made a world of difference for the lawyers we work with: 1) first contact with the office, usually the receptionist, and 2) during your first meeting with the prospect/client. Let’s take a closer look at each one.
First Contact With The Office
By creating a script for your receptionist (or whoever is answering the phone) to use when people first contact your office, you are ensuring that each person who calls receives a welcoming smile and feels immediately at ease when they call your office.
This first contact is critical because it’s the first impression your prospect has of you and your office and will help them determine whether they want to work with you.
Call your office, as if you were a prospect, and see how it feels when your phone is answered. If it’s not warm and inviting, change your script right away.
Your First Meeting With the Prospect
Most lawyers host a free initial consultation that doesn’t deliver value, leaves prospects confused or unsure about whether to move forward, and wastes precious time for you and your client.
More often than not, rather than showing your value, you simply recite your prices and what you will do for them. This is where the prospect will then begin to “price shop”.
It’s time to stop this and instead have a script that provides value, educates your clients, helps them make the right decisions, establishes you as a trusted advisor, and even empowers your clients to choose their own fee.
Want to learn more about engaging clients in a new way?