An Intake Call Script That Books More Consultations
A simple five-step intake call script for solo and small-firm lawyers that builds trust, gathers key facts, and moves callers toward a booked consultation.
By Top Lawyers Team · June 23, 2026
When a potential client calls, you have a few minutes to show that you are calm, competent, and ready to help. Without a script, many lawyers, and the staff who answer for them, either interrogate the caller or ramble. A short, structured script helps you gather what you need and book the consultation.
Why a script helps
A script is not a robot voice. It is a checklist that keeps you consistent when you are tired, interrupted, or distracted. It also makes it easy to train a part-time assistant or answering service later.
The five-step call flow
- Greet and slow down. Use your name and firm, and ask how you can help. Let the caller tell their story for a minute or two without interrupting. People calling lawyers are often stressed.
- Show you understand. Summarize back in one or two sentences. “So you were let go last week and you are unsure about your severance. Is that right?”
- Ask a few essential questions. Capture only what you need to decide whether you can help: the issue, key dates, the other party, and any upcoming deadlines.
- Run a conflict and fit check. Collect names for a conflict check and confirm the matter is in your practice area and jurisdiction. If it is not, refer them to a better resource politely.
- Book the next step. Offer two specific times for a consultation rather than asking “when are you free?” Confirm the fee for the consultation, how long it will take, and what to bring.
What to say about legal advice
Be careful not to give specific legal advice on the first call, and do not make promises about outcomes. Remind callers that sharing information does not create an attorney-client relationship until you have agreed to the engagement. Avoid asking for sensitive details you do not yet need.
Capture everything immediately
Right after the call, write notes in your practice management system or a simple form:
- Caller name, phone, and email
- Matter type and short summary
- Source of the lead
- Next step and date
Without notes, follow-up falls through the cracks.
Handle objections calmly
If a caller asks about price first, acknowledge the question, explain how you charge, and describe the value of the consultation. If they say they are calling around, say that is reasonable and offer to answer their top questions briefly.
Your next step
Write your five-step script on one page today and share it with whoever answers your phone. Record yourself using it on a practice call, then listen back and trim anything that sounds stiff. Use it on your next real inquiry.