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Clients calling a law firm often want to say a lot. Your voicemail should ask for less: a name, a number and a matter reference, not the details of the case. Many firms also use the greeting to warn clients about payment fraud.
You've reached Hartley Moss Solicitors. Our team are with clients at the moment. Please leave your name, your number and your matter reference if you have one, but no detailed information about your case. And a reminder: we will never change our bank details by phone or by email. If in doubt, call us before you send any money.
To help us direct your call at [Firm name], please choose a department. For residential property, press one. For family law, press two. For wills, trusts and probate, press three. For all other matters, press four.
If you're a new client, please leave your name, your number and the area of law your enquiry concerns. A member of the relevant team will call you back within one working day.
If you're calling about a completion today, please press one and you'll be put through to the conveyancing team as a priority.
This is [First name] [Surname] at [Firm name]. I'm in court or with a client today. Please leave a brief message with your matter reference, or press zero for my secretary.
Messages left on voicemail may be heard by more than one person in the team. Ask only for what you need to call back, and never ask callers to give case details on the recording.
Fraudsters pose as law firms and send clients “new” bank details, often around a house purchase. A one-line warning in the greeting, repeated in your client care letter, gives clients a reason to ring you before they pay.
Solicitors in England and Wales are regulated by the Solicitors Regulation Authority, in Scotland by the Law Society of Scotland and in Northern Ireland by the Law Society of Northern Ireland. If your compliance officer wants a regulatory line in the welcome, write it in their exact words and check how it sounds in the preview. Everything else in the greeting should be about how the caller reaches the right person.
If your firm records calls, say so at the start: “Calls may be recorded.” Your compliance officer decides the exact wording.
Usually both: a main menu for the switchboard and short personal voicemails for each direct dial, all in the same voice.
Free preview, no subscription. €19 (approx. £17) per finished greeting.
