The holiday season can be a time of both opportunity and challenge for law firms. While many clients may seek legal advice during this period, firms also face the logistical hurdles of managing reduced staff, holiday hours, and the risk of missed leads. Whether it’s handling urgent inquiries, responding to potential clients, or keeping the lines of communication open, having a structured holiday intake coverage for law firms plan in place is crucial to maintaining your firm’s momentum during the holidays. Here’s how law firms can ensure their intake process remains uninterrupted and efficient during this busy season.
The Importance of Preparing for Holiday Intake 
The holiday season, with its mix of holidays, vacation time, and reduced availability, is a critical period for law firms. Many potential clients are eager to get started with legal matters before the year ends, or they may be dealing with time-sensitive issues. During this time, a law firm’s intake process can be disrupted if not planned properly. Without the right systems in place, firms risk losing valuable opportunities, which can affect overall client retention and the firm’s ability to meet revenue targets.
Implementing holiday-specific intake solutions is vital to ensure that all leads are handled professionally, no matter when they reach out. Here’s how your law firm can prepare to keep things running smoothly.
Crafting Effective Call Scripts for After-Hours Leads
A solid call script is essential to maintaining professionalism and providing the necessary information when your firm is closed for the holidays. A good script ensures that no lead is left without the essential next steps, and that potential clients feel heard and valued, even when there is no attorney immediately available to speak with them.
- Greeting and Empathy: Start the call by acknowledging the season and the client’s situation. Acknowledge that you understand their needs and the urgency they might be feeling. A simple phrase like, “Thank you for reaching out to [Firm Name]. We know how important it is to address legal concerns promptly, and we appreciate you considering us.”
- Information Gathering: The goal of the script is not only to provide a warm response but also to collect crucial information from the client that can be used when follow-up happens. Ensure that the caller leaves their full name, contact information, reason for the call, and any urgent details related to their case. This information can then be relayed to the appropriate team member.
- Next Steps and Assurance: End the call by assuring the client that their message will be reviewed and someone will get back to them as soon as possible. Use phrasing like, “We will make sure one of our attorneys reviews your case and contacts you during normal business hours. Thank you for your patience, and we’ll be in touch soon.”
Pro Tip: Always personalize the call script to reflect your firm’s unique approach and tone. A good script can go a long way in setting the stage for client trust and satisfaction.
Call Routing Systems: Making Sure No Lead Is Missed
Your law firm may not always be able to answer calls live during holidays, but with the right call routing system, you can still manage your leads effectively. The right system ensures that calls are forwarded to the right person at the right time.
- Setting Up Call Forwarding: Ensure that you have a system in place that forwards calls to either an on-call attorney or a dedicated intake specialist. This ensures that urgent inquiries are addressed promptly and that potential clients do not feel neglected. You can set up specific times during the holiday season when calls should be forwarded to a live representative.
- Voicemail Options: Voicemails should be set up with a professional greeting that acknowledges your office is closed for the holidays but still allows for important details to be left by the caller. For example, “We’re currently closed for the holiday season, but please leave your name, number, and the reason for your call. One of our attorneys will follow up with you as soon as possible.”
- CRM and Intake Form Integration: Modern call routing systems often integrate with your client relationship management (CRM) tools. This allows incoming calls and emails to be captured within your CRM and followed up on in an organized manner. It’s important that any client details gathered during the call are logged so that your team can easily follow up.
After-Hours Options to Ensure Continuous Client Engagement
Your intake system doesn’t have to rely solely on live phone calls. There are several tools available that allow law firms to maintain client engagement, even when they’re out of the office.
- Online Intake Forms: One of the most reliable ways to keep your intake process running smoothly is to offer an online intake form on your website. This form should be easy to fill out, mobile-friendly, and available 24/7. The form should capture essential information such as the client’s full name, contact information, a brief description of their legal issue, and any additional details.
- Live Chat Features: Adding a live chat feature to your law firm’s website is another effective after-hours solution. If you’re unable to chat live with a potential client, having a chatbot that can respond to basic inquiries is an excellent way to keep the conversation going. Alternatively, you could use the live chat to collect important information and promise a follow-up during business hours.
- Automated Email Responses: Set up an automated email that sends immediately after a lead reaches out, confirming receipt of their inquiry and outlining what will happen next. This helps to set expectations and lets clients know their inquiry is being taken seriously, even if you are not available right away.
Pro Tip: Use a holiday-specific message in your email auto-response to further personalize the experience, such as “Thank you for reaching out during the holidays! We will get back to you as soon as we return.”
The Power of Keeping Client Trust During the Holidays
Maintaining client trust during the holidays is not just about having the right systems in place—it’s also about how you communicate with your leads. Clients want to feel valued, and they want reassurance that their legal issues will be addressed promptly. While it’s natural for people to expect slower response times over the holidays, providing transparency in your processes and offering alternatives like after-hours support or online forms can go a long way in easing their concerns.
Additionally, clear communication about expected response times is key. You can set expectations on your website, in your holiday voicemail, and even in your automated emails. Clients appreciate honesty about when they can expect a follow-up, which ultimately strengthens their trust in your firm.
The holiday season doesn’t have to be a time of missed opportunities for your law firm. By setting up a reliable intake process with appropriate call scripts, routing systems, and after-hours solutions, your firm can continue to engage with leads and clients. Moreover, maintaining transparent communication and offering accessible options for clients to reach out to you at any time ensures that no lead is left behind.
At Accelerate Now Law Firm Marketing, we understand that the holidays are a time for both personal and professional reflection. While we’re out of the office, we’ve ensured that our clients’ needs will continue to be met, and we’re here to help you with your legal needs during this season and beyond. Contact us today to learn more about how we can assist you.