Earning the Trust of a Relative Who Calls About an Arrest
Many first calls to a defense firm do not come from the person who was arrested. They come from a mother, a husband, an adult daughter or a close friend. The arrested person may still be in custody, may not have a phone or may be too shaken to make the call. The relative is often the one searching, reading reviews and deciding which firm to trust.
That relative is in an odd position. They want to help, and they may pay the fee, yet they are not the client. A firm that understands this and explains it clearly on its website earns trust that a generic contact page never will.
The relative is reading for different things
A person charged with a crime wants to know what happens to them. A relative wants to know what they can do right now. Can they speak to a lawyer for someone else? Will the lawyer visit the jail? How does bail work? Who will the lawyer report to?
Most defense websites are written to the defendant. Add a page, or a clear section on your contact page, written directly to family members. Start with the practical steps in the first hours: what information to gather, such as the person's full name, date of birth and booking number if known, and how to reach the firm. Then explain what the firm can and cannot do for them.
Explain who the client is
Relatives are often surprised that the lawyer works for the accused person rather than for whoever pays. Saying this clearly, and early, prevents hurt feelings later and shows that the firm takes its duties seriously.
Under the ABA Model Rules, which most states have adopted in some form, a lawyer may accept payment from someone other than the client only if the client gives informed consent, the payer does not interfere with the lawyer's judgment or the lawyer-client relationship, and the client's information stays protected. Your state's version may differ, so check your own rules. In plain words for a website, that might read: "You can hire us for your son, and you can pay his fee, but he is our client. We will share updates only with his permission, and decisions about his case are his."
Be honest about confidentiality
Family members often want to know everything about the case. They may also say things on a jail phone that end up being heard by others. A short, careful note helps them avoid mistakes without frightening them:
- Calls from jail are often recorded, so the arrested person should avoid discussing the facts of the case on them.
- The lawyer may not be able to share details with family without the client's permission.
- Relatives should avoid posting about the case on social media.
- Any documents or messages about the case should go to the lawyer.
Keep this general and educational. It is information for the family, not advice about a specific case.
Make the first contact easy for someone who is not the client
Contact forms often assume the person filling them out is the one charged. Add a simple question at the top: "Are you contacting us for yourself or for someone else?" If they choose someone else, ask for their relationship to the person and the arrested person's name, and skip questions that only the client can answer.
Intake staff should be trained for these calls too. A relative calling at midnight is scared and may be crying. A calm voice that explains the next step, tells them what the firm will do tonight and sets a time for the next update is worth more than any web page.
Show trust signals relatives look for
Relatives tend to read reviews closely, especially reviews from other family members. They look at how a lawyer replies to reviews, whether the firm's photos show real people and whether the website explains fees in a way that feels honest, even if it does not list exact prices.
If past clients or their families have left reviews describing how the firm handled the first night, those reviews do a lot of work. When asking for reviews, follow your state bar's rules and Google's review policies, and never offer anything in exchange for a review.
For more on how families look for help, the collection of guides on how families find a defense lawyer after an arrest covers the search side. Many relatives reach out through a web form first, and this guide to designing an intake form a frightened caller will finish covers that step in detail.
Questions about relatives who contact a defense firm
Can a parent hire a defense lawyer for an adult child?
A parent can contact a lawyer and often pays the fee, but the adult child is the client. The lawyer will usually need to speak with the client and get consent before going further.
Will the lawyer tell the family what the client said?
Generally not without the client's permission. Confidentiality protects the client, and that protection can matter a great deal in a criminal case.
Should the website list what relatives should do first?
Yes. A short, general list of first steps helps relatives act calmly and shows the firm understands their situation.
SBD Marketing works only with criminal defense law firms, one firm per city, and helps them with website design, SEO for the charges they defend, visibility in AI search tools and SEO audits.