When current or potential clients call a law firm, they expect to speak with an attorney or at least someone representing the practice. But without a doubt, lawyers are busy with client meetings and court dates, and answering each and every call just isn’t always possible. So how do the most successful lawyers keep up with the demands of their practice and handle what may be an overwhelming number of calls? They deliver two key customer service practices for each and every client:
- They Answer
Yes, answering each call is a challenge, but voicemail isn’t the solution many think it is. Studies show that anywhere from one-third to two-thirds of callers will hang up if they receive voicemail and not call back. That means the caller is moving on to the next name on his or her list, so the lawyer that answers gets the business.
The most successful lawyers understand that a missed call means a missed business growth opportunity, which is why they rely on answering services that are staffed and equipped to answer each call, 24/7. Some law firms use answering services to manage overflow for the in-house receptionist, while others use virtual receptionists to act as their front desk and answer every call. Each attorney decides the best plan for their practice’s communication needs.
- They Respond & Reassure
The professionally trained receptionists with a lawyer’s answering service answer the calls with the name of the practice, and are trained to know the priorities and preferences of each attorney they are representing. When a live receptionist answers a call, regardless of the time of day or night, it reassures both current and potential clients that their legal matters are important to the practice and that they won’t be left hanging.
Some attorneys request that the receptionists text, email, or call them when a potential client calls so that they can contact him or her as soon as possible. Attorneys who can show they are prompt and responsive from the very beginning build the reputation of being efficient and empathetic, which puts clients at ease. And as every attorney knows, happy clients are twice as likely to spread the word with reviews and social media referrals.
On a practical level, outsourcing calls to an answering service is also typically much more cost effective than paying a full-time employee. It enables the lawyer and his or her staff to focus on their tasks without distraction. The practice’s productivity improves, which in turns frees up time for new clients. And because an answering service is picking up each and every call, new clients are more likely to be lining up.
Day or night, outsourcing your calls will ensure that your clients are attended to professionally and promptly, 24/7, and that you’re not missing another opportunity to grow your practice.
At Voice Link of Columbus, Inc., we know that the way your calls are handled reflects on the reputation of your practice and that using the right answering service can make the difference between losing or retaining a client. Voice Link of Columbus, Inc. provides live answering services that exceed your expectations. Request information online or call us at (800) 262-2799 for a free consultation.
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