A person needs a solicitor for the first time. They are nervous and unsure what to expect. Before contacting anyone, they want to know: Does this firm handle my kind of problem? Who would I be dealing with? How much will it cost? How long will it take? How often will I hear from them? They read three firms' websites. Only one answers most of these clearly.
Clients choose solicitors on trust. The questions they ask before making contact decide which firm earns it.
Why these questions come first
Legal matters are often stressful and unfamiliar. People worry about cost, about being out of their depth and about not being kept informed. They want reassurance that the firm is experienced, approachable and clear about money. Agencies see a similar pattern with prospects, as covered in what prospects ask an agency before booking a call.
What they ask
- Do you handle this type of matter?
- Who will actually work on my case?
- How much will it cost?
- How long does it usually take?
- How will you keep me updated?
- What happens at the first meeting?
- Can we meet in person, or remotely?
None of these require legal advice. They are questions about the firm.
Experience and people
People want to know who they will deal with. Profiles of the team, with their areas of experience, help. So does a clear explanation of who does what, such as whether a partner, solicitor or paralegal will handle the day-to-day work.
Cost
Fee questions are covered in detail in fee questions that decide which firm gets the client. At minimum, explain how fees work for each practice area and whether the first meeting is charged.
Process and communication
A short explanation of how a typical matter progresses, and how often clients hear from the firm, answers two of the biggest worries. Clients who know what to expect are calmer and easier to work with.
Answering early
SpideyChat for law firms answers these questions from your own pages at any hour, and captures enquiries for the right team. It does not give legal advice, as explained in qualifying legal enquiries without giving advice.
Visitor: Who would I be dealing with if I instruct you? Assistant: The team page explains how matters are handled. For residential property, your matter would usually be handled by one of the conveyancing solicitors, with support from a paralegal. You'd have a named contact throughout.
Reviews and reputation
Many people read reviews before contacting a solicitor. Pointing to genuine client reviews, or including a few with permission, reassures nervous visitors. Case studies, where appropriate and anonymised, can also help people see that the firm has handled situations like theirs. Both answer a question that clients rarely ask directly but always consider: have people like me been happy with this firm?
Accessibility and practical details
Office locations, parking, step-free access and whether meetings can be held remotely all matter to clients. So does whether the firm can communicate in other languages. These details are easy to publish and often overlooked.
Building a good FAQ
Many firms have an FAQ page that answers questions nobody asks. Build yours from real questions. The free AI FAQ generator can help draft a first version from a list of questions, which the firm should review before publishing.
Choosing tools carefully
Firms considering a website assistant should ask their own questions first, as covered in questions to ask before buying an AI receptionist.
Getting started
List the questions prospective clients ask before instructing you, and make sure your website answers each one. Then let people get those answers when they are researching. See the options on the features page, or try SpideyChat on your own site.