Phone script to tell caller your firm does not handle their type of matter

This script was created to address the following situation (as described by an attorney with a small-town practice): 

"I need a script for staff to reference when they receive a call from someone looking for legal assistance that your firm clearly does not provide.  I am in a small town corporate/litigation defense firm.  In my firm we call random calls we receive from the public "any attorney calls."  These often deal with problems with vehicles, landlord-tenant disputes, bankruptcy calls, etc. that we do not handle.  Many times, the callers are insistent on leaving a message asking for "any attorney" to call them back.  We would spend an hour each day calling all these people back, and I don't want to create a false impression with the callers that they have created an attorney-client relationship by leaving their number."
This information was given to ChatGPT which came up with the following script.
  1. 1

    Greeting and Initial Inquiry


    "Good [morning/afternoon], [Firm Name], how can I assist you today?"

    Identifying the Service Needed

    • After the caller explains their issue, if it's clear the firm does not handle that type of case: 
    "Thank you for sharing the details. To ensure I can guide you correctly, it sounds like your concern involves [summarize the issue briefly, e.g., a vehicle problem, a landlord-tenant dispute]. Is that correct?"

  2. 2

    Polite Declination and Guidance

    Polite Declination and Guidance

    "I see. At [Firm Name], we specialize in corporate and litigation defense. Unfortunately, we do not handle cases related to [caller’s issue]. However, I can recommend contacting [local bar association's referral service or a general lawyer referral service number]. They may be able to assist you in finding an attorney who specializes in [caller’s issue]."


  3. 3

    Does the person accept that they must call someone else?

    Answers
  4. 4

    Handling Persistent Callers

    If the caller insists on leaving a message for any attorney or doesn't accept the explanation above:

    "I understand it's important for you to discuss this with a professional. However, as we do not specialize in [caller’s issue], we wouldn't be the best representatives for your needs. To make sure you get the help you need, I recommend reaching out directly to [alternative referral option mentioned earlier]."


    Next step 6: End
  5. 5

    Final Closure

    Final Closure

    "Is there anything else I can assist you with today?"
    "Thank you for calling [Firm Name]. Have a great day."

  6. 6

    End

    This script is designed to be clear and respectful, quickly guiding the caller to the appropriate resources without giving any impression that your firm might handle their case. This approach helps manage the firm's time efficiently while ensuring callers are directed to the right place for their legal needs.