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Speaking to prospective clients who contact Michelmores for help is an important part of life as a trainee in the Commercial & Regulatory Disputes team. These early conversations are often a prospective client’s first direct experience of the firm, so handling them well matters.
For many trainees, handling a new enquiry call can feel daunting at first, particularly if they have had limited experience speaking with clients on the phone. You must not provide advice during these calls and it is important to ensure that you do not do so inadvertently. What matters is being able to guide the conversation, gather the right information and ensure the caller feels heard and is clear on the next steps.
This article outlines what trainees are typically expected to do on new enquiry calls, together with some practical techniques I have found helpful in this role.
What is the purpose of a new enquiry call?
The purpose of a new enquiry call is not to provide immediate legal advice. At this stage, the caller is often not yet a client, so the focus is on gathering enough information for the firm to decide whether it can assist and if so, what the next step should be.
In practical terms, the main aims are to gather:
- the prospective client’s details, together with the names of any other relevant parties, so that conflict checks can be carried out;
- the caller’s contact details, so that the firm can follow up after the initial review;
- a short summary of the issue, including the nature of the claim, any obvious urgency and where possible, the value involved; and
- enough information to decide whether the matter should remain with the team, be referred internally, or be directed elsewhere if another firm would be better placed to help.
It is common for callers to share much more detail than is needed for an initial review, particularly where they are dealing with a stressful, sensitive or urgent situation. As a result, one of the most important skills in handling new enquiries is keeping the conversation focused. This helps save time for both the caller and the firm, while ensuring the key information is captured at the outset.
From my previous experience in client-facing legal roles, as well as my time at Michelmores, I have found a few simple techniques make these calls easier to manage and more effective for everyone involved:
- Set expectations early. At the start of the call, explain who you are, what your role is and what the purpose of the conversation will be. A simple explanation that you are gathering information so that conflict checks can be completed and the matter can be reviewed internally helps the caller understand the process from the outset.
- Explain what happens next. Let the caller know what they can expect after the call. For example, you might explain that the information will be reviewed internally and that, if conflict checks are clear and the matter is one the firm can assist with, someone will be in touch to discuss the next steps. If the firm is unable to assist, the caller will still be updated promptly. Setting that expectation early can make a real difference in putting people at ease.
- Check that the caller is comfortable to proceed. This gives the caller an opportunity to ask questions and helps the conversation feel collaborative rather than one-sided.
- Be empathetic but be clear about the limits of the call. Some new enquiries involve difficult and emotive circumstances. It is important to acknowledge that and speak with empathy, while remembering that the purpose of the call is to gather initial information and not to provide advice. Trainees should also be careful not to promise that the firm can act until the matter has been reviewed internally and conflict checks have been completed.
- Keep a clear note of the call. A concise attendance note can be invaluable afterwards. Recording names accurately, noting any obvious urgency and capturing the agreed next steps clearly will make internal follow-up much easier and reduce the risk of important details being missed.
- Summarise the key points. Before ending the call, it can be useful to briefly run through the main facts you have noted. This gives the caller an opportunity to correct anything that may have been misunderstood and a final chance to mention anything materially relevant.
No two enquiry calls are exactly the same and there is no single script that will work in every situation. However, having a clear structure, setting expectations early and keeping the conversation focused will usually ensure the call is effective. Done well, these conversations help the firm assess whether it can assist, while also giving the prospective client confidence that they are dealing with a team that is approachable, organised and responsive from the outset.