The fields
Common questions
Pairs, as literally as you’d say them:
She uses your answer when it’s asked, and doesn’t improvise one when it isn’t.
Anything else, in your own words
The catch-all. Write it the way you’d brief a new hire on their first morning:We don’t take workers’ comp cases. Parking is free in the garage on 2nd St. Ana handles all custody matters; Tom takes the injury cases. If someone asks about a case we already declined, take a message — don’t say we declined it.Things worth putting here:
- Case types you don’t take, and where you send those callers.
- Which attorney handles what.
- Practical details: parking, which floor, after-hours entry.
- Anything a caller asks weekly that isn’t a legal question.
Saving and timing
She learns your notes and your website. Saving re-reads both, so give it a
minute or two before she can answer from something you just changed. Calls in that
window still work — she falls back to everything else she knows.
What she will never say
No matter what you put in these fields, she won’t:- Give legal advice, or predict how a case will turn out.
- Quote a fee you haven’t explicitly given her.
- Discuss the details of an existing client’s case.
- Imply that an attorney–client relationship exists.