Responding to Enquiries
Learn how to respond to client enquiries effectively and convert more leads into paying clients.
The Enquiry Process
When a client sends an enquiry:
- You receive a notification (email/app)
- Review the client's details and requirements
- Assess if it's right for your practice
- Respond with a quote or questions
- Client reviews your response
- They may ask follow-up questions
- Client decides to hire (or not)
Response Best Practices
Speed Matters
Statistics:
- Responding within 1 hour: 7x more likely to win
- Responding same day: 4x more likely
- Responding after 24 hours: significantly lower conversion
Tip: Set up mobile notifications to respond quickly.
Personalisation Wins
Generic response:
"Thank you for your enquiry. We can help with this matter. Our fee is £1,000."
Personalised response:
"Hi Sarah, thank you for getting in touch about your house purchase in Manchester. I've helped many first-time buyers in the area and understand the local market well. Based on what you've described, I can handle your conveyancing for £850 + VAT, which includes..."
Show You've Read Their Enquiry
Reference specific details they mentioned:
- Their situation
- Their concerns
- Their timeline
- Their location
Address Their Concerns
Common client worries:
- "How much will this cost?"
- "How long will it take?"
- "What happens next?"
- "Why should I choose you?"
Answer these proactively.
Structuring Your Response
The Winning Formula
- Greeting - Personal and professional
- Acknowledge - Show you understand their situation
- Solution - How you can help
- Quote - Clear pricing and what's included
- Timeline - Expected duration
- Why You - Your relevant experience
- Next Steps - What happens if they choose you
- Call to Action - What you want them to do
Template Structure
Hi [Name],
Thank you for contacting me about [their matter].
[1-2 sentences showing you understand their situation]
Based on what you've described, I can help with [specific solution].
**My Quote:**
[Service name]: £[amount] + VAT
This includes:
- [Inclusion 1]
- [Inclusion 2]
- [Inclusion 3]
Not included (if applicable):
- [Exclusion/disbursements]
**Timeline:** [Estimated duration]
**Why I'm a Good Fit:**
[Brief relevant experience - 1-2 sentences]
**Next Steps:**
If you'd like to proceed, simply accept this quote and I'll [next action].
Happy to arrange a call if you have any questions.
Best regards,
[Your name]
Quote Types
Fixed Fee Quote
For standard, predictable work:
**My Quote: Standard Residential Conveyancing**
Legal Fee: £850 + VAT (£1,020 total)
Includes:
✓ Full contract review and negotiation
✓ Property searches (fees separate)
✓ Mortgage coordination
✓ Exchange and completion handling
Estimated disbursements:
- Local searches: ~£300
- Land Registry: ~£150
- Bank transfer: £35
Total estimated cost: ~£1,505 inc. VAT
Hourly Rate Quote
For complex or unpredictable work:
**My Quote: Employment Tribunal Representation**
Hourly Rate: £250 + VAT
Estimated hours: 15-25 hours
Estimated total: £3,750 - £6,250 + VAT
This covers:
✓ Case assessment and strategy
✓ Witness statement preparation
✓ Bundle compilation
✓ Tribunal representation (1 day)
I'll provide monthly bills and keep you updated on costs.
Range Quote
When uncertain of scope:
**My Quote: Contested Divorce**
Estimated fee range: £3,000 - £8,000 + VAT
The final cost depends on:
- Level of agreement reached
- Court hearings required
- Complexity of finances
I recommend an initial consultation (£150) to assess
your situation and provide a more accurate estimate.
Handling Different Scenarios
When You Can't Help
Be professional and helpful:
Hi [Name],
Thank you for your enquiry about [matter].
Unfortunately, [immigration law] isn't an area I practice in,
so I wouldn't be the best person to help.
However, I'd recommend looking at solicitors who specialise
in this area on eSolicitors - you'll find experts who can
give you the specialist advice you need.
Best of luck with your matter.
Best regards,
[Name]
When You Need More Information
Ask specific questions:
Hi [Name],
Thank you for getting in touch about your property purchase.
To give you an accurate quote, I need a few more details:
1. Is the property freehold or leasehold?
2. Are you using a mortgage or cash purchase?
3. Is there a chain involved?
4. What's your target completion date?
Once I have these details, I'll send you a full quote
within 24 hours.
Best regards,
[Name]
When You're Busy
Be honest but offer alternatives:
Hi [Name],
Thank you for your enquiry about conveyancing.
I'm currently at capacity and wouldn't be able to give
your purchase the attention it deserves with your
timeline of [date].
I could take this on if you're flexible on timing, or
I can recommend a trusted colleague who has availability.
Let me know what works best for you.
Best regards,
[Name]
Follow-Up Strategy
If No Response to Your Quote
Day 3: Friendly check-in
Hi [Name],
Just checking if you received my quote for your [matter]?
Happy to answer any questions or arrange a call to discuss.
Best regards,
[Name]
Day 7: Final follow-up
Hi [Name],
I wanted to follow up on my quote from last week.
If you've decided to go with another solicitor, no problem
at all - I wish you the best with your matter.
If you're still considering options, I'm happy to discuss
any questions you might have.
Best regards,
[Name]
After Successful Hire
Send a welcome message:
Hi [Name],
Great to have you on board!
Here's what happens next:
1. I'll send you my client care letter today
2. Please complete the ID verification
3. I'll review your documents and come back within [timeframe]
If you have any questions, just message me through the platform.
Looking forward to working with you.
Best regards,
[Name]
Common Mistakes to Avoid
Mistake 1: Slow Responses
Every hour matters. Set up notifications and respond quickly.
Mistake 2: Copy-Paste Templates
Clients can tell when you haven't personalised your response.
Mistake 3: Vague Pricing
"Fees depend on complexity" doesn't help. Give ranges at minimum.
Mistake 4: No Call to Action
Tell clients exactly what to do next.
Mistake 5: Being Too Formal
Be professional but approachable. Write like a human.
Measuring Success
Track your metrics:
| Metric | Target |
|---|---|
| Response time | < 4 hours |
| Response rate | 100% |
| Quote acceptance | > 25% |
| Client satisfaction | > 4.5 stars |
Next Steps
- Getting Paid - Secure your payments
Tip: Save your best responses as templates, but always personalise before sending.