It's pretty simple—when a client reaches out to you via contact form on your website, phone call, or email, they're expecting a prompt response. They're probably contacting a number of attorneys, trying to get a quote or more information about fees, the legal process, and the like.

Responding to prospects within 24 hours seems like a no-brainer. Think about it: A hot lead wants to hire you, so why wouldn't you jump on it? But let's face it, your law firm gets busy. You become wrapped up in current cases, clients, and court. Maybe you've been out of the office or just overlooked the email or voicemail entirely.

In fact, in the 2019 Legal Trend Report, Clio found that law firms were not great at responding to missed calls and emails. Here's what they found after emailing 1,000 law firms and calling 500 of those same law firms, posing as prospective clients:

• Of the 39% who didn't answer, 57% never called them back.
• 60% of law firms didn't respond to their emails.

So what does this mean? Well, overall, attorneys and law firms need to step up their game when it comes to promptly responding to prospects. By implementing faster response times, you will continue to grow and get more leads for your law firm. Here are some tips for being a more responsive law firm.

Designate a Time or Staff Member to Respond to Inquiries

With so many hands-on new client inquiries, it's easy for them to get lost in the shuffle. One staff member might assume another responded to the email or voicemail, and thus no one ends up responding. A great way to solve this problem is to designate one specific staff member to new clients. To take it one step further, schedule a time each day where said staff member checks emails and voicemails and responds. Implementing a process like this will ensure all client inquiries are responded to promptly and none of them will go unanswered.

Contract with an Answering Service

Solo lawyers and small firms don't always have the ability to answer every phone call. This is when an answering service like Ruby Receptionists can come in handy. With Ruby, a professional and trained virtual receptionist (not a robot) answers the incoming calls you can't get to. Acting on behalf of your law firm, Ruby will follow any instructions you give them and forward all caller information to your email so you can get back to them. A third-party answering service allows you to make a good impression on prospective clients, who would rather talk to a real person than get sent to voicemail.

Inquiries from the Contact Form on Your Website

Many attorneys already have a contact form on their website. We recommend the following best practices when handling these inquiries:

• Send out an automated email confirming you received their request: When a client fills out a contact request form, they want to ensure that the request actually went through. After they click submit, set up an automated email that includes a brief thank you, as well as an estimated time frame for when you'll get back to them.
• Create a folder in your email to organize the requests: It's easy to miss out on client inquiries if they're scattered among other emails in your inbox. Make a folder specifically for these requests so you can review it once a day to see if you have any new leads. This will ensure prompt responses.

Change the Culture at Your Firm

Implementing these actionable tips into your law firm's workflows is a great start, but you have to make sure all of your employees understand the importance of being more responsive. Get your entire team on board and integrate a customer-centric culture, which includes being more responsive to new and existing clients. With everyone on the same page, you'll see more inquiries answered and more prospects converted to leads.