In this episode, Steve Fretzin and Nick Werker discuss:

• The importance of proper phone handling in law firm intake processes
• How customer experience begins with an intentional communication strategy
• Shifting lawyer mindsets around sales and client engagement
• The evolving standards of professionalism and wellness in legal practice

Key Takeaways:

• Solo and small law firms often lose clients due to missed calls or lack of call-forwarding plans, which can be easily fixed with tools like rollover call forwarding.
• Answering services should align intake scripts with law firms’ CRM systems and help pre-qualify callers without turning anyone away, allowing for both client conversion and effective referrals.
• Intake staff should prioritize empathy and rapport over data collection, allowing callers to fully explain their problem before asking for details.
• Lawyers frequently lose potential clients not due to pricing or competence, but due to a lack of communication and failure to follow up after the initial contact.

"Don’t pressure people, but let them know that you have a solution to their problem and that and why you're the best solution to that problem." — Nick Werker

Unlock the secrets of rainmaking success—join Steve Fretzin and four powerhouse legal experts for Be That Lawyer LIVE on August 27; reserve your spot now at fretzin.com/events.

Ready to go from good to GOAT in your legal marketing game? Don’t miss PIMCON—where the brightest minds in professional services gather to share what really works. Lock in your spot now: https://www.pimcon.org/

Thank you to our Sponsor!

Legalverse Media: https://legalversemedia.com/

Ready to grow your law practice without selling or chasing? Book your free 30-minute strategy session now—let's make this your breakout year: https://fretzin.com/

About Nick Werker: Nick is the founding marketer and current marketing leader at Answering Legal. Since 2014, Nick has been working to help lawyers improve the way they communicate with their clients, strengthen legal intake, organize messages, create workflows for CRMs, and spread awareness on all things happening in the legal community.

When he's not podcasting, building custom GPTs, or thinking about ways to spread the Answering Legal message, he is a strong proponent of self-improvement. He also loves helping friends and community members find business success using marketing strategies.

Connect with Nick Werker:

Website: https://www.answeringlegal.com/

Phone: (631) 686-9700

Email: [email protected]

LinkedIn: https://www.linkedin.com/in/nicholas-werker/ & https://www.linkedin.com/company/answering-legal-inc/

Instagram: https://www.instagram.com/answeringlegal/

Connect with Steve Fretzin:

LinkedIn: Steve Fretzin

Twitter: @stevefretzin

Instagram: @fretzinsteve

Facebook: Fretzin, Inc.

Website: Fretzin.com

Email: [email protected]

Book: Legal Business Development Isn't Rocket Science and more!

YouTube: Steve Fretzin

Call Steve directly at 847-602-6911

Audio production by Turnkey Podcast Productions. You're the expert. Your podcast will prove it.