I’ve mentioned before that the most valuable person in a law office is the person who answers the phone. They project that oh-so-important first impression of you and your office. They make people feel welcome and valued and glad they dialed your number instead of someone else’s.
When the phones are busy, they deftly handle the rush, putting callers on hold without making them feel abandoned and coming back to them with a sincere “Thanks for holding, how may I direct your call?”
They are professional but friendly. Helpful but not servile. Efficient but not mechanical. They are even-tempered, never letting anyone upset them or bully them.
They protect you and enforce your rules. When you don’t want to talk to someone, they cover for you, and callers never know.
The person who answers the phone is your most valuable employee. Make sure you find the right person for the job and pay them well.
And make sure that person isn’t you.
Don’t answer the phone in your office. It’s bad posture. It says, “I’m not busy enough (successful enough) to have someone answer the phone for me.
If you’re working late or in the office on the weekend, okay. You can explain. Otherwise, hire someone or hire a service to handle the phones for you.
There’s another important job that you shouldn’t do. You shouldn’t be the one who asks for money or calls clients when they’re overdue. Let your administrator, bookkeeper, or accountant do that. Let them be the bad guy.
Stress-free billing and collection for lawyers: Get the Check
