If you want to be more productive and deliver a higher level of service (aka “earn more income”), every element of your law office operations should be planned in advance. Put it in a checklist, template, form, or script, so that everyone knows what to do, they do it right, and they do it that way every single time.
A good place to start is how you want the phone to be answered. Here’s how:
- Greeting (“Good Morning,” etc.)
- Lawyer/Firm Name (“Mr. Jones’ office,” “Jones & Michaels”)
- Name (“This is Sally speaking,”)
- “How may I help you?” (or, “How may I direct your call?”)
This lets the caller know they have reached the right place and that you are organized, professional, friendly, and ready to help. Ending with a question (“How may I help you?”) gets the caller focused on stating his or her business.
You should also have a standing instruction that no caller should be put on hold for more than 29 seconds. 30 seconds is too long. The receptionist should come back on the line, tell the caller why they are still on hold, and ask if they would like to continue to hold or be put through to voicemail (or take a message).
This is far more important than you might imagine. Clients, prospects, opposing counsel, and everyone else, judge you on these things.
Do yourself a favor, call your office right now and listen to how the phone is answered. If it’s not exactly the way you want it, write down what you want and make sure everyone who answers the phones has a copy and practices it.
Including you.
