PNC Intake
Caller Information
Say: “Thank you for calling [Law Firm], this is [your name], who am I speaking with?”
→ Wait for the Name
Then Ask: “Hi [Name], thank you for calling. What’s the best phone number for you in case we get disconnected?”
→ Do not continue the call without capturing the phone number & email.
Quick Reason for the Call
Say: “Great, and what prompted your call today? What’s going on that you’re looking to get help with?”
→ Let them speak for 30–45 seconds.
→ Do not dive into long explanations or legal details.
→ Do not interrupt.
→ Summarize briefly.
Tip: Click and drag down to expand the text box. ↑
→ Is this an existing client?
Empathy + Control the Conversation
→ Position Yourself as the Guide
Say: “I understand. You did the right thing reaching out — we help with this all the time. Let me ask you a couple quick questions so I can make sure we’re the right fit.”
Qualification Questions
→ Ask these quickly. Do not give legal advice. This is only to understand fit and urgency.
→ Add any practice-specific screening questions here to ensure they are a right fit. Keep it brief.
Schedule The Consultation
Say: "What we usually do next is schedule a consultation so we can go through everything in detail and give you a clear plan. I have openings as early as____ or ____. Which works better for you?"
→ Give two options only.
Lock It In
Say: “Perfect. I have you down for [day/time]. You’ll get a confirmation email with everything you need before your meeting.”
Set Expectations
Say: “Before we meet, I’m going to send you a short guide about our firm and what to expect. It’ll help you feel prepared.”
Close the Call
Say: “Thank you again for calling today, [Name]. We look forward to helping you.”
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