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Receptionist Script

agordonlawagordonlaw san francisco
edited July 2016 in Starting a Law Firm

Newbieish solo here, I am working on developing a script for a virtual assistant to answer my phones. Does anyone have an example they can share as a starting point? I'm categorizing this as something that I need to develop and iterate on after a few calls, but it would be awesome if I did not have to re-invent the wheel. Thanks for any help!

Please don't sign your posts. —Mod.

Post edited by samglover on


  • samgloversamglover Minneapolis, MN Admin

    Mine was pretty simple:

    You have reached The Glover Law Firm. How can we help you today?

  • agordonlawagordonlaw san francisco

    Makes sense, thanks for replying! I ended up writing a 3 page google doc explaining the different responses I wanted for existing clients vs. new clients. I've been letting calls go to voicemail instead of answering for a few months now based on my work flow. For better or worse, I get a lot of calls from people I can't necessarily help. My goal is to help minimize the amount of legal advice I give over the phone and to capture the callers information. So I set up a flow that captures demographic information, provides some options, and ultimately does not require me to return phone calls. Thanks!

  • samgloversamglover Minneapolis, MN Admin

    Ah, you're being more comprehensive.

    I had a longer set of procedures and scripts for initial client contacts in my firm's wiki, but I don't think I backed it up when I closed it down.

    Having a receptionist was great because when people wanted advice, she could just say "I'm not a lawyer" and get back to collecting the information we needed. We also did some triage, eliminating clients we couldn't help. She had a list of referrals when it was clear enough for her to know where to send them.

    If you can dial in the procedure, it saves you a ton of time, and if your receptionist is friendly and helpful, it leaves you with happier clients that you do take on.

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