When someone gets your law firm voicemail, what they hear (or don’t hear) can be the difference between them leaving a message and dialing the next attorney on the list. First impressions are sometimes last impressions.

I returned a call from an attorney the other day and got his voicemail. Did I hear a business-like message for his law office? No. I heard an electronic voice telling me the person I was calling was unavailable, meaning he had not recorded a personal voicemail message. I wasn’t sure I had reached the right person and had to double check the number. I left a message, but had that uneasy feeling you get when you’re not sure if you’re speaking to the right person.

Granted, I may have been calling his personal cell, not his office, but still, it didn’t make a good impression.

If someone gets your law firm voicemail, it should tell them the name of your firm, so the caller knows they have reached the right number, your office hours, and invite them to leave a message. If appropriate for your practice, it should also state what to do after hours or in an emergency.

The message should be recorded by someone other than you and should be warm and business like. The caller should come away with the impression that you are professionals who pay attention to detail.

If someone calls your direct line, or cell, you should record a similar message. At least state your name, so the caller knows they have reached the right person.

One more thing. Listen to your message after you record it. Make sure there are no background noises. Messages that were obviously recorded in your car are not professional. And make sure you sound like you care. If you sound bored, distracted, or rushed, you’re telling callers they aren’t important.

My best tip: stand up and smile when you record your message.

Now, excuse me while I go listen to my voicemail.

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