You’ve just wrapped up a promising consultation. The prospective client seemed to understand everything and nodded along as you outlined their case. You felt a positive connection, and you’re confident your firm can get them the best possible outcome. Then, as you conclude the meeting, the words you dread most come out: “I need to think about it.”
For many law firm owners and their staff, this phrase—or any form of client hesitation—can feel like a brick wall. But what if you saw it differently? What if you viewed every objection not as a roadblock, but as a guidepost? A signal that you’ve been given a unique opportunity to build trust and demonstrate your value.
This isn’t about hard-sell tactics or slick attorney sales tricks. Effective objection handling is a core skill rooted in empathy and clear communication. It’s a crucial part of the client intake process and a key step in turning a hesitant lead into a confident, paying client. In this article, we’ll give you a roadmap for turning those hesitations into a “yes.”
The empathy-first framework for objections
Before you can address a client’s concerns, you need to understand them. The first step in this process is creating a safe, non-judgmental space for them to express themselves.
Step 1: Listen actively
The most common mistake attorneys and intake staff make is interrupting a client to jump to a solution. Instead, let them speak. Pay attention to not just their words but their tone and body language. This tells you what’s really on their mind. As the American Bar Association emphasizes, active listening is a fundamental skill for legal professionals because it builds rapport and ensures you understand the client’s full story, not just the part you want to hear.
Step 2: Acknowledge and validate
Once they’ve finished, acknowledge their concern. This is where you use phrases like, “I understand why you’d want to consider that,” or “That’s a very common concern. Many of our clients have similar questions.” This isn’t just a courtesy; it lowers the client’s guard and makes them feel heard and respected. Acknowledge their concern, and the client will feel safe while you adequately explain why your firm is the one to help them with their legal matter.
Step 3: Ask probing questions
Don’t assume you know the real reason behind their hesitation. The “I need to think about it” objection is almost never about needing more time. Ask open-ended questions to get to the root of their hesitation, such as:
- “To help you in your decision, what is the one question that remains unanswered for you?”
- “What’s stopping you from moving forward today?”
- “You mentioned you’re concerned about [their specific concern]. Could you tell me more about that?”
Common objections and scripted responses
Now, let’s look at some of the most common client hesitations and how you can apply the empathy-first framework.
Objection 1: The cost objection
Client says: “Your fees are too high,” or “I’m not sure I can afford that.”
This is often the most significant hurdle. The key is to reframe the cost not as an expense, but as a worthwhile investment in a favorable outcome.
Empathetic response: “I completely understand your concern about the cost. Legal fees are a significant investment, and it’s wise to be thoughtful about it. The way I see it, you’re not just paying for our time; you’re investing in our experience and commitment to getting you the best possible result. I want to make sure you’re protected from the potential costs of inaction, which could be far greater down the road. To make this investment more manageable, we offer [mention payment plans, financing options, or flat fees].”
This reframing tactic is supported by research from Clio, which found that offering flexible payment options can significantly improve a firm’s conversion rates and client satisfaction.
Objection 2: The “I need to think about it” objection
Client says: “I need to think it over,” or “I’ll call you back.”
As we mentioned, this is rarely about time. It’s usually a proxy for an unspoken concern.
Empathetic response: “I completely understand. A decision like this deserves careful thought. Can I ask, is there anything specific we discussed today that you need more time to think about? If there’s a question lingering in your mind, I’d be happy to answer it now so you have all the information you need to make the best decision for you.”
This question-based approach helps uncover the real issue without being pushy.
Objection 3: The “shopping around” objection
Client says: “I’m calling a few different firms,” or “I need to compare my options.”
Empathetic response: “That’s smart. I encourage you to do your due diligence and make sure you hire the right firm for your case. To help you with your comparison, let me briefly share what makes our firm different. We specialize exclusively in [your niche], our unique approach to [mention a specific process or value], and have a consistent record of success in cases just like yours. What specific criteria are you looking at when you compare firms?”
This approach affirms their right to an informed decision while confidently and respectfully highlighting your firm’s unique value proposition. According to a study by LawPay, clients are more likely to hire a firm that clearly communicates its value proposition and simplifies the hiring process.
The psychological component: It’s more than a sale
Beyond the facts and figures, a client’s hesitation is often deeply tied to their emotional state. They’re not just seeking a lawyer; they’re seeking relief from stress, a sense of control over a difficult situation, and a feeling of safety. The legal process is scary and intimidating for most people, and their objections often stem from fear—fear of the unknown, fear of a bad outcome, or fear of making the wrong choice.
Your staff’s ability to handle objections with empathy builds the trust necessary for a client to feel secure in their investment. This is about more than converting a lead; it’s about beginning a positive, trusting relationship. When you can connect on this emotional level, you demonstrate that your firm is not just a service provider but a true partner in their legal journey.
This emotional connection is the bedrock of the client experience.
From objection to opportunity
Every objection is a chance to move a conversation forward and turn a potential client into a confident one. By training your intake staff and consultation specialists to embrace objections as a normal part of the process, you’ll not only improve your conversion rates but also build stronger client relationships from day one.
Start by implementing these strategies in your intake process. Listen more, validate their feelings, and get to the real root of their hesitation. When you do, you’ll discover that a “no” is often just a “not yet” waiting to be turned into a “yes.”
