Is Your Phone Etiquette a Deal Breaker or a Game Changer?
When someone contacts your law firm, it is extremely important how the phone call goes.
That one call can make or break whether or not that person will sign as a client. Are you sending them the right message?
Some things are out of your control, for example, your location or your area of practice. However, things like how phone calls are handled are definitely within your control, so take into consideration the following tips to ensure that the next phone call is a game changer and not a deal breaker:
Tip #1: Answer Before the Third Ring
This is a common technique in customer service, and it does have value. People are used to getting things fast these days. They are impatient.
Even if you can’t talk right at the moment, at least pick up the phone, acknowledge them, and ask them to hold a moment. If not, be sure they are redirected to an automated system so they can leave a message.
Tip #2: Make Sure the Answering Party is Warm and Friendly
This should be common sense, but the last thing you need is “Negative Nancy” answering the phone. Be sure someone with a pleasant voice answers the phone in a professional manner.
Tip #3: Have a Personalized Voicemail Greeting
You should have your own message and not be a recording of your assistant’s voice. Be sure that it is current each day and doesn’t have a vacation message on the 15th if you returned on the 10th.
The greeting needs to be short and pleasant and will let them know when you will get back with them. Then be certain that you follow up in the time frame you said you would.
Tip #4: Avoid the Runaround
Understandably, clients can get frustrated by being transferred from one person to the next. The fewer steps in the process the better. Remember that their time is important too.
Tip #5: Be Sure Your Receptionist Knows “Who’s Who”
Your reception is your first line of sales, so be sure that they know enough about your firm to give a worthwhile answer to the person on the line.
This means they should know which attorneys handle what cases and what areas the firm practices. They should also be familiar with the clients and their names. People want to feel like there is a personal connection.
Is your phone etiquette up to par? If not, try implementing some of the above steps to be sure that your phone etiquette is converting people to clients and not turning them away.
At Bambiz, we work with elder law and estate planning firms and have extensive experience in developing social media marketing strategies unique to your firm, location, and potential client base.
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Jim’s mission with Bambiz is to help Elder Law and Estate Planning attorneys get more clients and grow their business. He was awarded the Tampa Bay Business Journal Top Up and Comer Under 30 and is a Certified Digital Marketer. Jim is also passionate about running and fitness, having completed over 26 full marathons in three continents.