Fee conversations are the #1 point of failure in intake calls. The problem is not what you charge.
Fee objections are factually resolvable (contingency means nothing upfront) but emotionally complex (fear, pride, past experience). A script that leads with facts without addressing emotion almost always fails. "We work on contingency" answers the question but not the feeling.
When a caller asks about fees in the first 2 minutes, they are screening — not ready for a detailed answer. The effective response acknowledges briefly and redirects: "Great question, and I want to make sure you understand exactly how our fees work. Before I get into that, let me understand your situation so I can give you the most accurate answer." This is not evasion — it is sequencing. Callers who understand their case value rarely object to cost.
Never say "contingency fee." Say "you pay nothing unless we win your case." Then pause. Let the caller process. Most reps rush through the explanation because they are uncomfortable talking about money. The pause is what lets it land. For scripts specific to your fee model, use the.
Never match or compete on price. Instead reframe around value and risk: "It makes complete sense to explore your options. Can I ask what specifically they are offering?" Then differentiate on experience, attention, or process — not price. See the psychology behind this objection.
After explaining fees, many callers go quiet. This is processing, not rejection. Reps who rush to fill this silence with more explanation or discounting lose the moment. Wait 3-4 seconds. If the caller has a follow-up question, answer it. If not, transition: "Does that make sense? Great — let me get your consultation scheduled."