You will always face objections when you ask for the sale. That’s a part of it. Sometimes the client is just as eager to start as you are. But more often, the client has concerns that first need to be addressed.
This is where I see lawyers fall apart. But you shouldn’t. Instead, be prepared for the objections and handle them just like you handle arguments in court. In this blog post, I give you tips on exactly how to handle objections.
What are objections?
Client objections are your client’s reasons for not starting with the case–all their reasons and excuses. They think something’s wrong. They think they don’t have money. They think they can do it without you.
- “I just got laid off. I can’t afford a lawyer.”
- “I can do this without you. Why would I pay lawyers?”
- “I can do this on my own.”
- “I don’t know if I need this right now.”
They have a million reasons similar to those.
What are the most common objections you hear from your clients? Do it on paper or on your phone’s Notes app.
Make a list of all the reasons you’ve heard of why someone doesn’t want to hire you or why they’re objecting to the sale. This is how you get prepared for these objections.
Treat objections like a complaint
I always say that you treat objections like a complaint.
A classic example is that people love to complain about the weather. “It’s too hot. It’s too cold.” It doesn’t mean you need to do anything about it.
All you need to do is to acknowledge it.
For example, the most common objection is this: ”It costs so much. That’s a lot of money.”
Your acknowledgment: “Yes, it’s a lot of money. Definitely.”
And sometimes that’s all you really need to do. Let them get it out, and listen to them.
Overcome objections with empathy but there are other ways to overcome objections. You want to be ready for anything that comes up. So like, for example, just today I was role playing with someone and the objection was:
- “Oh, well my friends told me that I don’t need a lawyer to apply for citizenship. And they all did it themselves. So why can’t I, you know, like I just feel like I could do this myself?”
Here’s my acknowledgment and response was:
“Oh absolutely. You know, I completely hear you on that. Are you smart enough to do it by yourself? Of course, you speak great English. You have no criminal record, of course. But the thing is, there’s something important here that has nothing to do with your intelligence.
That is when you go into the room for your interview, it is you versus the federal government. And let’s say that they say that you said something and you didn’t actually say it. It doesn’t matter because now it’s you versus them. And they’re always going to believe the agent, right? I don’t want you to be in a situation where you are going to be there fending for yourself. You need someone who’s right by your side.
They take cases much more seriously when there’s an attorney and you deserve to have the best representation. You’ve worked so hard to get to this point. You’ve had your green card for all these years.
You know you’ve been here for so long. So I want to make sure that everything is taken care of when it comes down to the day, the most important day when you have that citizenship interview.”
Do you see how I’ve just overcome the objection? How did I do that? I overcame it by acknowledging their pain and their situation.
If they think they’re smart, acknowledge that. If they think they don’t need help, acknowledge that that’s probably true.
But you need to read between the lines and empathize with their pain points: What they’re asking you, but they don’t know to put it into words is, “Do I need you there?”
They’re asking you that question because they’re fearful. If they thought one hundred percent that they could do it on their own, if they thought there was no need for a lawyer, they wouldn’t be speaking with you at all.
So think of all the objections you get and get to the bottom of the fears behind them.
Never say objections are wrong
When you’re overcoming an objection, you should never say your prospects are wrong.
Let’s replay my example above. They say, “I could do this on my own.” And now instead of what I said above, I’ll say:
“Everyone thinks that, but they’re totally wrong. It’s more than just filling out a form. You have this interview and this could happen and knock it up in a boat.”
I’ve just made them wrong. And that’s how most lawyers are.
We just say “No” all the time. We contradict. As a lawyer, I know this, and I’ve worked with other lawyers who were very aggressive towards their clients. They had an air of superiority like their clients were always annoying them.
And to my own dismay, chagrin, embarrassment, and shame, I acted the same way towards my clients because I had never seen anything else modeled.
But now I’ve completely transformed. Everything I do and say is grounded in customer service. So when someone gives me any objection, and even if I disagree with them, I’m not going to make them wrong. You never, ever make them wrong.
And remember not to over explain either
Acknowledge their fears, address them, but don’t go down the rabbit hole of poking holes in what they believe in. You don’t have to do that.
Just address their fear but don’t over explain. Because when you do that, the client is leading the conversation instead of YOU leading it toward the sale. You’re losing the sale instead.
Take the reins and say, “I hear you. You’re right.”
Use tone to show them you sympathize
Use the tone of your voice to show them you truly understand and to show them you have sympathy for their situation.
I’m deep into sales training right now, through Jordan Belfort. In sales, we have to use different inflections to convey sympathy, to engage their own emotions.
You have an excited tone for these, of course:
- “I can help you get your papers.”
- “I can help you get your green card in six months.”
- “I can help you get your green card in two years, your work permit in six months, I’m really happy for you.”
For objections, you have a lower tone, almost a whisper.
- “Yes, it’s so unfair. You’re right.”
This matters because now I’m keeping their attention. I show them I’m completely engaged with what they are saying through the tone of my voice and my body language. I’m truly listening and I’m physically responding.
When you’re done addressing the objection, ask for the sale
I used to leave the ball in the client’s court. I’d say, “Okay, whenever you’re ready, give our office a call. You have all the instructions. Just give us a call.”
But now I always ask for the sale.
“If you’re ready to get started right now, I will start on your case right now. So do you want to start?”
You’ve just connected with them and overcome their objections, don’t lose the opportunity of turning them into a client.
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