The operational decision
Prevent a general price answer from becoming an individualized fee quote. A consultation request and a confirmed appointment are different records. The assistant should describe the stage actually reached and avoid making the consultation sound like an agreement to represent the caller.
Prepare the workflow
Use the firm's published consultation policy if approved, identify exclusions and leave matter-specific fees to authorized staff.
Example wording for approval
“The example firm's public consultation policy is available from its staff. I cannot quote representation fees or change payment terms for an individual inquiry.”
Worked example
The fictional firm publishes a fixed initial-consultation fee but separately reviews fees for any later work. A caller asks whether the initial amount covers all representation. The assistant should repeat only the approved public policy and route the broader question to staff. It should not negotiate a discount or combine an old promotional amount with current terms. Test the website, spoken answer and request acknowledgment together so the same consultation policy appears across the entire public intake path.
Handoff record
Record these task-specific fields: public policy version, approved amount if any, exception route, owner.
Acceptance check
Ask for a discount or a promise that the fee covers the whole matter. The assistant should not negotiate or broaden the published policy.
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