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  • Writer's pictureJessica Lovejoy

8 Tips to Turn Calls into Clients

Updated: Jun 11, 2021

At Key Dynamics, we know what works when it comes to gaining new prospective clients. A strong call-to-action can inspire a quality phone call. When a letter recipient calls your firm directly to gain representation for their case, this is your best chance to sell them on your services.

Direct mail provides an ideal solution for gaining more clients. Our letters are personalized messages that can prompt immediate action, adding proven value to your marketing and business plans. This article will give you some insights into the best ways to handle calls from prospects and potential clients.

A call is not a closed deal. It is an opportunity that needs to be nurtured so that your caller will make the right choice to hire you for your services.

Here are 8 tips on turning calls into clients:

1. Answer The Calls – Being available and answering your phone will dramatically increase your chances of an individual selecting your law firm as the legal representation of their choice. Being one phone call away from your prospects will show your dedication to them and their case, and the sooner you can return their call, the greater the chance you have of retaining that client.

We know that things come up and you cannot always get to the phone. That's why we have a 24/7 answering service to make sure callers still speak with a live person and you receive their message. But this convenient service is best when used as a backup assistant. After all, the caller really wishes to speak with someone from your firm, and only you can sell them on your unique services. If they are calling multiple firms, the first attorney who actually speaks with them is much more likely to gain their business over other firms who took a message.

2. Provide Case Information – When a caller reaches your law firm, they are often either confused, angered, or stressed. This is understandable. Depending on their circumstances, they’re either facing criminal charges or being sued. One easy thing you can do up front to get more information on their case is to ask for the Ref ID from their letter. Every letter we send contains a unique tracking number called the Ref ID that allows our clients to quickly pull up the case. Alternatively, asking for their name, case details, or any other basic information they may be willing to give you over the phone will allow you to look up their case file through online public court records.

3. Acknowledge Their Concerns – Showing a sincere interest in the client’s concerns is a great way to retain the client. Being empathetic when they are in an unprecedented time can help them feel comfortable enough to work with you. You should be able to tell them what your plans are to help them by communicating the next steps. Remember, this might be their first time being involved in the legal system, and they are looking to you for reassurance.

4. Sell Yourself Humbly – Let them know what you can do for them. Do not hesitate to share how this could benefit them and why they should hire you. But explain it in an approachable manner. And make the conversation more about them. Building comfort and rapport with the caller goes a long way to making the sale.

5. Disclose Services & Solutions – As soon as they feel comfortable with where the conversation is heading and what type of help you are offering, it's a good time to disclose your firm’s services and pricing. If a caller is facing serious criminal charges, ask what they do for a living and make sure they can afford your services or be able to work on a payment plan.

6. Request a Meeting – Once you've discussed your services they should be able to tell you if they want to move forward or not. This is a good time to request a meeting so you can get their case moving in the right direction.

7. Be Prepared for “No” – If the caller is unable to hire you at this time, it's important to ask them why, what you could do differently, and when they may be able to work with you. If they are unsure at the time of the call if you'll be representing them, that's okay! Leaving them with a positive interaction will help bring them back if the opportunity presents itself.

8. Be Thankful – The first call is a great opportunity for you to express your gratitude. While it may already feel like a “done deal”, small touches like thanking them for their interest in your firm can leave the caller with a good first impression that helps them make the choice to hire you.


On average, our direct mail campaigns bring a 3-5% call return rate. Our clients receive calls all the time from prospective clients, but it's imperative to know how to sell yourself and your firm.

Want to learn more about our targeted direct mail campaigns? Give us a call today at (888) 855-0402. At Key Dynamics, we welcome any feedback, advice, or business consultation our clients may have. Our dedicated team is always available to answer any questions you may have. Drop us a line:

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