Engaging the Client in a Call is More Effective Than Email


The first step in retaining a client is building a strong lawyer-client relationship. By making a phone call, lawyers can express themselves as clear and concise but also personable and trustworthy. Forty percent of lawyers who call their potential clients are able to close more deals than those who do not.

Factors to Consider When Calling Clients

Lawyer-client relationships are characterized by two factors in particular: trust and accessibility. Clients need to know that their lawyers put their best interests first and that they won’t reveal the confidential information that is shared with them. Having a lawyer on hand to answer every question about the case is really important, as the client needs to be able to communicate with them. When trust is not properly established between a client and his or her lawyer, the client may choose to talk with another lawyer.

A lawyer should also be available to answer any questions a client has. Lawyers are often very busy, so it is hard to get in touch with them sometimes. However, no matter how busy the lawyer is, a client should never be left in the dark about where the case is at. When new development occurs in the case, the lawyer should inform the client as soon as possible.

While email is a more formal way of communication, messages reach the receiver faster through phone calls. Here are more reasons to engage the client in a call:

  • Lawyers can communicate with their voice, tone, and personality;
  • Phone calls allow more interactive communication with a faster response time; and
  • It is easier to explain complex ideas and have a back-and-forth conversation.

LegalMatch Takes Care of Keeping Track of the Phone Calls

The LegalMatch system is really good at keeping good track of who’s calling and who’s coming in and what you have done with them. My staff uses the system to keep track of the clients. They use the system to try to speak to them and monitor their responses. The system itself works really well. Randi F., Plantation, FL, Employment and Labor Law

Present Yourself Better Through a Phone Call

When you answer that phone call, you’ll know when to reach out to that client and how to present yourself during that phone call or email. Walkthrough every stage, from that lead coming in and hitting your profile all the way to client engagement. Robert C., San Diego, CA, Family Law

Follow Up Immediately and Cultivate Client Relationships

I find I’m most effective when I immediately respond and then follow up with a phone call to the lead. If you let the leads sit, they will grow stale. You’ve got to be Johnny-on-the-spot, call back or respond to that lead and try to cultivate the client immediately because most people on LegalMatch that send an inquiry have an immediate need. Edward L., Tulsa, OK, General Practice

Generally, e-mail is a great tool for tracking communication, keeping track of sticky details, following up, or just providing a brief status report. However, phone calls work best when building trust with your potential clients and result in more sales.