Potential clients are likely calling through a list of attorneys looking for the best fit. The way you answer their call is just as important as answering it at all.
A good first impression will pave the way to a good relationship.
First impressions are permanent impressions
How to Answer Your Law Firm’s Phones
There are plenty of factors to consider, but it’s simple at its core.
Introduce Your Firm
It cannot be stressed enough how important it is to introduce your firm when you pick up the phone.
No more of these “Law Office” generic greetings.
When a potential client is calling a list of attorneys, stressed about their case, looking for the best option, you want your name in their head right away. And you want your name associated with the positive first impression you’re about to give them.
By the time a potential client hangs up the phone, it’s likely they won’t remember the name of the firm they just called if you don’t provide it.
The best ways to answer phones always include an introduction
Offer Assistance
The person who is asking the questions is the person who is in control of the call.
Confidence is key. And there’s nowhere that is more true than in the legal field.
Know what you’re going to say before you reach for the phone.
Stumbling and hesitation will decrease your callers’ confidence in you. You might lead potential clients to think…
“Do they know what they’re doing?”
“Do they know what they’re talking about?”
“Have they not done this many times?”
Smile!
Yes, it comes through over the phone, and yes it makes you sound more confident.
And subconsciously or not, it is recognizable.
If you’re happy, comfortable, and at ease, you come across as more confident. And therefore, more capable and professional.
With all of this in mind, here are some examples of the best ways to answer your law firm’s phones.
The Best Ways To Answer Phones
You have options when it comes to picking a greeting. Not everything is applicable to every firm, and some things just won’t be your cup of tea, but each of the following is guaranteed to start your calls on the right foot.
Answering phone calls with a cheerful “Good Morning” or “Good Afternoon” gives your caller that conversational friendliness without spending time on longer pleasantries:
“Good (Morning/Afternoon), thank you for calling (Law Firm Name). How may I assist you?”
“Good (Morning/Afternoon), this is (Law Firm Name). What can we help you with today?”
“Good (Morning/Afternoon), (Law Firm Name), this is _____. How may I assist you?”
Introducing yourself is another friendly way to connect with your callers:
“(Law Firm Name), this is _____. How may I direct your call?”
“Thank you for calling (Law Firm Name), this is _____. How can I help you today?”
“You’ve reached (Law Firm Name). My name is _____. What can I assist you with?”
If your law firm requires a call recording disclosure, it doesn’t have to sound clunky or uncomfortable:
“Good(Morning/Afternoon), you’ve reached (Law Firm Name). All calls are recorded for quality assurance. How may I assist you?”
“Hello, this is (Law Firm Name). Your call will be recorded. How can I help you today?”
If you have a complicated triage, get started right away:
“(Good Morning/Afternoon), (Law Firm Name). Do you know who you’re calling for?”
“Thank you for calling (Law Firm Name)! Are you calling with a new legal matter we can help you with?”
“Hello, you’ve reached (Law Firm Name). Are you a current client of ours?”
“(Law Firm Name), _____ speaking. Are you calling regarding a current case?”
If you want to keep it as simple as possible, there are a couple of shortcuts that still sound professional:
The most important factor is to never skip introducing your firm.
“Good (Morning/Afternoon), (Law Firm Name).”
“Hello, you’ve reached (Law Firm Name).”
“(Law Firm Name), how can I assist you?”
A person’s favorite word is their name. Using callers’ names with in the first few seconds of the phone call can make a huge difference in connecting with your caller:
“Good (Morning/Afternoon)! This is (Law Firm Name). Who do I have the pleasure of speaking with?”
“You’ve reached (Law Firm Name), this is _____. Who am I speaking with today?”
https://backofficebetties.com/wp-content/uploads/2021/03/1017160_10-Ways-to-Answer-Calls-Blog_RB_02_1000x528_032321.jpg5281000Rachel Bauerhttps://backofficebetties.com/wp-content/uploads/2023/10/Back-Office-Betties-Primary-1.svgRachel Bauer2021-03-30 10:00:272023-04-05 09:13:07The Guide to 10+ Best Ways to Answer Your Law Firm’s Phones
Call control is one of those things that can make or break your law firm’s operations.
It can mean the difference between chaos and tranquility in your office, and landing a client or losing one.
Unfortunately, call control isn’t easy. And law firms face unique challenges that can even render traditional advice unhelpful.
Maybe you know the struggle of trying to keep a handle on calls well, or maybe you don’t even realize that you’re losing time and money unnecessarily.
In this post:
The achievable benefits of expert call control
How uncontrolled calls are costing you money
An expert’s advice on call control with Back Office Betties’ Operations Manager, Katelyn Koplan
How to gain control of your calls to get ahead of the competition and reclaim your time
The Achievable Benefits of Expert Call Control
Give your callers a professional experience
Turn more leads into clients
Make more money
Get better reviews and more referrals
Keep clients happy and feeling taken care of
Maintain a stellar reputation
Outshine the competition
Complete intakes seamlessly
Reduce your time on the phone
Free up your staff’s time
Save your clients’ time
There’s a lot to be gained from taking control of your phone calls. And there’s a lot of money to be lost by staying out of control.
How Uncontrolled Calls Are Costing You Money
Time is money and your uncontrolled calls are adding up.
When You’re Answering Phones Yourself
If you’re in a position where you’re the one taking calls for your firm, there is definitely no time to waste.
It’s likely that your firm is still small, if not solo. Presumably, you’re handling a lot of other administrative work as well.
The longer you spend on phone calls, the less time you have for billable work! You don’t have time to chitchat. Call control that keeps calls short, sweet, and to the point should be your top priority.
You don’t have time to chitchat – keep calls short and sweet so you can get back to work.
When Your Office Staff Is Answering Phones
Having your office staff taking calls for you is a step up from handling them yourself…
But legal staff are expensive. You can’t afford to have them on phones all day. The more effective your team is at call control, the more time they’ll have for important administrative work.
Legal Staff is expensive – use their time wisely
You’re ready to stop losing money – but how can you take your call control to the next level?
An Expert’s Powerful Techniques and Advice on Call Control
Katelyn Koplan, Back Office Betties’ Operations Manager, is indisputably a call control expert. It was her own natural ability and skilled work that led her to where she is today: Not just managing and training the Back Office Betties team, but operations as a whole.
Attorneys are pretty busy. What’s your call control advice to avoid wasting time?
Katelyn Koplan: If I am running into someone who is very emotional or stuck in the right side of their brain, I will do a simple method of asking three very factual back-to-back questions that usually just require a confirmation or a yes or no. Doing this takes them into the left side of their brain and gets us back on track to facts and logic.
Also, being “nicely aggressive”. You are in control of the call. When we let others take control of the call through filling silences or storytelling, we are no longer in control.
If the call is a planned meeting, set an agenda and adhere to that agenda! Include timed sections for each discussion and a solid end time. It’s nice to be able to give a reason like, “to stay on agenda and respect everyone’s time”.
Is it really possible to collect all the information needed while keeping calls short and sweet?
Katelyn: Yes of course! The left vs. right side of the brain strategy works best. I also like to ask my questions back to back to back. Then at the end of the call, confirm that I got everything correct.
If you allow room for silence in between, people will fill that void with stories or more unneeded information because silence makes people uncomfortable.
What is a Chatty Cathy and how can you use call control to avoid being trapped by callers?
Katelyn: Chatty Cathys are callers who go on and on. You might feel like you’re struggling to get through the call. The details that Chatty Cathys have are usually just extra information that would be best as part of the conversation during their consultation.
A Chatty Cathy can also be someone who is very emotional and needs reassurance or guidance. Find out what they want from the outcome of the call and provide that if you can.
Do you have any advice for screening out solicitors?
Katelyn: These are my favorite! I know of only two solicitors who ever got through my screening process.
I never ask a solicitor if they are a solicitor. They will always tell you no. The best phrase to use is “Are you calling to introduce yourself or your services?” even for the most advanced solicitor, that question is hard to get around honestly. If they say they are, of course, we send them on their way.
If they are calling from places like Avvo, LexisNexis, Yelp, etc., in some cases your staff might not be familiar with which accounts you do and don’t have. Asking, “Do we have a current paid account with you?” works best. They might be calling to offer marketing or to win back your services.
After our statements, we will wish them a great day, ask them to add our number to their do-not-call list and disconnect.
Being a solicitor is difficult work. We still want to remain kind and respectful. I find it best to just end the call because often they will go into “Can I get your email? Can I talk to someone else? Is there a better time to call back?”
Betties’ Receptionists are experts on call control. What do you think sets them apart?
Katelyn: Our team is trained on legal lingo and personally trained on all new client accounts. They’re not going from answering calls for a doctor’s office, to a CPA’s office, to a restaurant, to a law office… We are 100% focused on small law firms.
Our team is also taught to place quality and customer service first. We will only hire those who capture their warmth and kindness over the phone.
Our receptionists are your office’s first impression and your MVP. When a possible new client is calling a list of attorneys, they are going to remember that friendly, empathetic, and kind receptionist that they spoke with at your office!
. . .
How to Stand Out From the Competition with Expert Call Control
While your callers may contact law firm after law firm, you’ll be sure to stand out with expert call control.
Those numbers are staggering. Ensuring contact information is collected is the most basic procedure, yet isn’t happening. But admittedly, it’s hard not to miss something when you’re busy and pulled away from your work.
Developing a script can help.
Of course, you’ll want to include generic questions like name, phone number, and email.
But to really get a leg up on the competition, build an intake script that you can complete on the first call to turn potential clients into clients.
Law firms fail to collect emails 86% of the time and phone numbers 45% of the time on the first call.
Clients who complete an intake on the first phone call are invested in your relationship and much more likely to choose you over a firm that didn’t even ask for their email.
Some more benefits of using a script:
The same information will be collected for every call
Your firm can maintain a consistent professional reputation
You can save time by eliminating the need to call back for more information
Streamlines transferring information to your CRM
Acts as a call control template for taking charge and controlling your phone calls
Take (and stay in) Control of Your Phone Calls
What does it mean to take charge of a phone call or to be the one in control?
Being in control of a phone call means you are the authority that’s choosing the direction of the call: Where it’s going and where it’s been.
Ask questions back to back
Don’t leave empty silence
Know what the caller wants and guide the conversation to that outcome yourself
Authoritative call control means a better experience for the client or PNC. Because you appear professional and on top of it, not like you are in the middle of something else or their call is a burden on you.
Asking precise and quick questions without leaving time between will lower the stress of the caller by increasing their confidence in your ability to handle their case.
Keep Calls Short and Sweet
What makes phone calls long in the first place? For law firms, it’s usually the client to blame.
Potential clients call in ready to tell you every detail of their case and the full timeline of events – when all you really need is a quick synopsis.
Keeping calls short and sweet:
Benefits you and your staff by wasting less time and allowing you to get back to work
Benefits your client by giving them a quicker stress-free call making them feel in good hands
If a potential client feels the need to share a detailed chronicle of their story, they’re feeling stressed. They think you need all of that information.
So give them a break! Let them know there’s no need to stress further, all you need is a quick summary and you can take care of it from there until the consultation.
Your time is valuable. Don’t let anyone hold you hostage on the phone.
Screen Out Solicitors
It’s typical for law firms to receive solicitation calls. If they’re not dealt with quickly, you’ll find that you’ve wasted time and interrupted your work for nothing.
Have a call control plan for solicitors.
Know your verbiage.
Make sure your staff is aware of your policy.
Don’t be afraid to be firm but polite with a caller.
Question the caller right away. (You should be able to determine a suspected solicitor within the first few seconds of a call.)
Keep your staff cognizant of the accounts you have open.
Make sure your staff isn’t afraid to be firm but polite with solicitors.
Don’t ask a suspected solicitor if they are a solicitor. Not only are they likely to lie (there are plenty of other titles that solicitors will give themselves), but this is where a lot of people become hesitant fearing being impolite or making the caller upset.
There are more effective and polite call control questions that even the most nervous of your staff members will feel comfortable asking:
“Are you calling to introduce yourself or your services?”
“Are you calling to introduce your business?”
“What company are you calling on behalf of?”
“Do we currently have a paid account with you?”
Okay, but maybe you are interested in hearing about solicitations.
Make sure whoever is answering your phone takes a short message – and doesn’t transfer the call to you. If you’re answering your calls personally, it’s a bit trickier, but don’t be discouraged.
It’s a solicitor’s job to sell you on their product or service. They want to pitch to you today, and they will still want to pitch to you tomorrow, next week, next month… you get it.
Solicitations are never an urgent matter and should never be interrupting your work.
Consider Virtual Receptionists to Handle Call Control for You
Did you see that coming?
A legal specialized virtual receptionist can control your phone calls eliminating the stress on your firm.
Back Office Betties’ Receptionists… for example… are experts at call control.
Relentlessly friendly and professional
Comfortably screen out solicitors
Skillfully collect the information needed from callers in short, friendly calls
Always stay in authority during calls
Ready and in the zone for every call
Make callers feel cared for and important
Outsourcing your call handling will:
Free up your staff so they can get their work done
Ensure every call gets answered
Give you peace of mind knowing your calls are being taken by the experts themselves
Give you back your time (Why not do some work you can get paid for? Maybe go home before dark this Friday?)
Sound like something that could benefit your firm? Request a call with our Growth Solutions Strategist to learn more about how our receptionists can customize your call handling and control your phone calls.
https://backofficebetties.com/wp-content/uploads/2021/03/1011236_Control-Your-Calls-Blog_RB_02_1000x528_031921.jpg5281000Rachel Bauerhttps://backofficebetties.com/wp-content/uploads/2023/10/Back-Office-Betties-Primary-1.svgRachel Bauer2021-03-23 10:00:372024-03-01 11:13:33How to Control Your Phone Calls & Avoid Being Trapped By a Caller
As you probably know, law firms rely heavily on referrals to generate new leads.
Business relationships with other attorneys and professionals are incredibly valuable lead sources, and you likely spend a lot of time fostering them. In fact, attorneys spend 1.4 hours a day on average networking to meet new clients and build referrals. That’s 2x the .7 hours spent by the average professional.
But what if there was an even easier way? Establishing a Law Firm Referral Program for your clients will help you maximize your referrals and automate the referral process.
Law firm referral programs can be better than traditional advertising & professional referrals because they are cheaper, easier, and it’s easy to sell your prospect when they’ve been referred by someone they trust.
So how do you start one?
Develop an enticing offer
Entice your clients by letting them know
Keep track of your referrals
Follow up
Developing your offer – be sure to reward both the referrer and the referred. Gifts are a great option for past clients and current clients alike, and discounts are a great option for everyone. Be sure to check with your local Ethics Rules and Opinions before deciding on an offer.
Let your clients know – it’s important to be consistent with this part. Add your referral program to your website, your newsletter, your blog, and regularly remind your clients through email. Without consistency and reminders, your referral program can be easily forgotten.
Keep track of your referrals – be sure to update your CRM with lead sources and make sure that each new lead is attributed to the person who referred them. Additionally, make it easy on yourself by asking every new lead if they were referred by someone and enter that information immediately.
Follow up – once you’ve landed your new client, follow up with the referrer by sending a handwritten thank you card and deliver their gift or discount to them. It doesn’t have to be fancy but the personal touch really makes a difference!
Final notes: to really boost your chances of success with client referrals, be sure to provide excellent customer service during the entirety of your relationship with each client. Your clients want the best for their friends and family. If they think you’re the best, they will be sure to spread the word!
Check out the other articles from this month’s newsletter:
https://backofficebetties.com/wp-content/uploads/2023/10/Back-Office-Betties-Primary-1.svg00Emilyhttps://backofficebetties.com/wp-content/uploads/2023/10/Back-Office-Betties-Primary-1.svgEmily2021-03-19 18:26:372023-09-22 12:35:00Stop Missing Out On Easy Money
I’m not going to go on and on about the anniversary of the pandemic because surely you’re over it by now, but I do want to thank you all for sticking with Back Office Betties during a wild year. We are truly lucky to have such amazing clients and we’re happy to be here helping you make it through such a tricky time.
In lighter news, my oldest son’s 14th birthday is this month and we are going to be taking a family trip to Washington D.C. at the end of the month. We can’t wait to finally get another good old-fashioned road trip under our belts. Do you have any fun plans coming up this spring or summer?
All right, back to business. Once you get further into this month’s newsletter, you’ll find an article all about how to get more referrals from your clients. Referrals are an amazing way to get leads because they are part of a symbiotic relationship – you’re helping your colleagues/friends/family get the help they need and also helping the business you enjoy working with, while also getting a little extra something for your help.
With that, I want to take this opportunity to remind you of the Betties referral program. For every attorney you refer to us (that becomes a client) we will send you $250 as a thank you! Not only that, but the referred party will also receive $250 off their first month.
Sounds like a win-win-win to me!
If you have a colleague who could use some help, show them the way to Bettiesland and be sure they let us know you sent them. You could become a few hundred dollars richer very soon ;)
xo, Emily
Check out the other articles from this month’s newsletter:
https://backofficebetties.com/wp-content/uploads/2023/10/Back-Office-Betties-Primary-1.svg00Emilyhttps://backofficebetties.com/wp-content/uploads/2023/10/Back-Office-Betties-Primary-1.svgEmily2021-03-19 18:25:552023-09-22 12:28:12Letter From The CEO
Alanna’s career has been dedicated to working with people. After spending 6 years in the retail sector, she spent 5 years working with an Elementary School in their After School Program. She transitioned into her role with Betties nearly 2 years ago and has been a beloved part of the Betties team since!
Alanna’s favorite thing about working with Betties is being able to talk with people from all over the country (and sometimes out of the country) all without leaving her home.
Alanna lives in Central Florida where she was born and raised. She has been married to her husband, Kevin, for 10 years. She loves the beach, long conversations, and laughing a lot. When she’s not working, Alanna enjoys cooking, eating cheese, and trying new Whiskeys. She is also very active and loves walking, running, and bike riding with her husband.
Pre pandemic, Alanna enjoyed entertaining friends for dinner. Nowadays, she spends her time with friends over FaceTime and Zoom.
Check out the other articles from this month’s newsletter:
If so, you might be wondering what to do with it now. How does the lead magnet get me leads? Well, there are a few places you can offer it to help bring in leads who want more information about what you do.
First, you can offer it on your home page with an embedded form. This is one of the simplest ways to gain leads who already know who you are (these leads are also the closest to becoming clients!). All you need is a form that asks for their name and email. Once they enter it, your lead magnet will land in their inbox and you have permission to follow up with them through email marketing.
You can also use your lead magnet as a CTA at the bottom of your blog posts. Send the lead to a landing page to collect their information.
Alternatively, you can offer your lead magnet as an ad on social media. This is a really great tactic if you know exactly whom you serve and how to target them, and/or you don’t have a ton of website traffic already. The ad will link to your landing page that acts as a form to collect the same info your home page does.
Try each of these out on their own, or use them all together. Any way you can get your helpful content in front of leads is a win!
See you next month, Kory
Check out the other articles from this month’s newsletter:
https://backofficebetties.com/wp-content/uploads/2023/10/Back-Office-Betties-Primary-1.svg00Emilyhttps://backofficebetties.com/wp-content/uploads/2023/10/Back-Office-Betties-Primary-1.svgEmily2021-03-19 18:25:072023-09-22 12:28:57Marketing Your Law Firm
The way you handle your law firm’s phone calls has the potential to be the deciding factor in setting you apart from other firms. Considering the #1 bar complaint is lack of communication, call handling should be a top priority for your firm.
These are 16 of the most common law firm phone calls and how you should handle them.
1. Existing clients wanting an update
The best way for your law firm to handle phone calls like these is to avoid receiving them in the first place!
Setting communication expectations from the start (and following through with them!) will leave your clients feeling confident that they will hear from you without prodding you constantly.
2. Existing clients upset about something with their case
These are possibly the worst law firm phone calls. Disgruntled clients are likely to leave negative reviews. Therefore, smoothing things over with upset clients should always be a top priority.
Schedule immediately. When a client calls wanting to schedule a meeting, they are ready with their calendar and information on hand.
There’s no telling what your client may be busy with when you call back. The inconvenience of waiting for you to call back and then having to interrupt their work to take what may be a very private phone call (not everyone wants to be overheard on the phone with their attorney) makes a big difference in the overall experience.
At the very least, provide your clients with online scheduling links.
4. Existing clients needing to make a payment
If possible, allow your clients to pay by credit and debit cards. The ease of being able to pay from their device or over the phone with your receptionist makes collecting payment easier.
Plus, if your firm has a link to pay online, your receptionist can share that link with your clients allowing them to pay on their own next time—avoiding this type of law firm phone call entirely!
40% of potential clients would never hire a lawyer who didn’t take credit or debit cards
5. Existing clients calling about a new matter &
6. Previous clients calling about a new case
These two law firm phone calls are where using an excellent Legal CRM comes into play.
If you aren’t already using one (or if what you’re using isn’t great), you will be shocked at the difference a good legal CRM makes.
You’ll be able to easily and precisely assign multiple cases to your clients eliminating the confusion of which case an update, payment, document, etc. is associated with. And it makes for easy information processing on the first phone call.
Some of our favorite Legal CRMs:
7. Potential new clients wanting to schedule a consultation
Complete your potential clients’ intakes during the first phone call!
Not only does this ensure that you collect all the information needed before the consultation, but it also increases the likelihood of retaining the client.
When intakes are completed during the first phone call, your potential clients feel like they have already started their legal process with you and feel less like you are just another option that they’re considering.
If your office staff is too busy and unable to pause their work at any moment to complete full client intakes, this is where a legal-specialized virtual receptionist can really help you out.
If your office staff is too busy to complete client intakes at the drop of a hat, consider a virtual legal receptionist.
8. Potential new clients calling on behalf of someone else with questions
The most important factor with this law firm phone call is to make sure you take down the information for not just the caller, but the person they are calling on behalf of as well.
This way, you’ll be able to reach out to the potential client to follow up. Even if you can’t get their contact information, make sure your receptionist at least takes down their name.
9. Potential new clients calling to ask what type of case they have/if you accept it,
10. PNCs wanting more information about what to expect from a consultation, &
11. PNCs asking about pricing/payment plans
For these 3 law firm phone calls from potential new clients, the importance of having the requested information on hand to provide to the caller is a given.
Consider creating a PDF with FAQs and information regarding your firm’s practices that you can email your callers:
Case types you accept and examples
Payment and Fees
Payment types you accept and links to pay online
Appointment types and what to expect
Office hours
Scheduling procedures and links to schedule
Contact information
Referral programs
Client account information and troubleshooting
Firm-specific FAQs
Etc.
This has multiple advantages:
Provides potential clients with all the information they need
Gives current clients something to refer back to with questions
Creates a more professional image for your law firm
Allows you to collect every caller’s email address for your sales funnel, even if they aren’t interested in scheduling a consultation yet
12. Opposing counsel calling about an upcoming meeting &
13. Opposing counsel calling about their case
Law firm phone calls from opposing counsels should be handled on a case-by-case basis.
Send a quick update to your receptionist each morning with any pertinent information:
If Attorney Tim Walton calls about John’s case, transfer him immediately.
Attorney Tim Walton will be getting back to me about availability for an upcoming meeting. I can do Monday or Wednesday. Otherwise, transfer it to me.
This is an excellent way to save yourself and your staff time. If you haven’t left a note about the caller, you won’t be bothered with a call when a message would do, and your receptionist won’t spend their time attempting to transfer calls or checking on your availability before taking a message.
14. Judges/court clerks calling with questions/information about a hearing (new location, rescheduling, needing documents)
You probably want your receptionist to send calls over right away when they include time-sensitive information. But it’s also a good idea to have your receptionist take down any times, dates, or document types before transferring the call to you.
If you’re not in a place to take notes yourself, you’re likely to forget the details.
15. Fellow attorneys calling to refer a case
Answer calls from fellow attorneys referring a case right away!
As you probably know, attorneys are pretty busy. It might be a while before they have time again to get back to you with the information.
Ensuringthat calls are never missed and that time is available to take down all information is essential.
16. Solicitors
It’s common for law firms to receive phone calls from solicitors, so make sure you and your staff are prepared.
First, you need to develop a policy for solicitations.
Are you interested in staying aware but don’t have the time to listen to a sales pitch?
Consider having your receptionist take short messages. Make sure they get the name of the company (many solicitors won’t offer it) so that you will be able to do a quick search before committing to a sales call.
Do you have no interest in solicitations and don’t want your staff wasting time entertaining them?
The key is to get off the phone call as quickly as possible. The back and forth is what leads to awkward conversations.
Second, know how to spot them!
Don’t be afraid to ask probing questions. “Are you a solicitor?” may sound rude, but don’t worry, there are polite questions you can ask to screen out solicitors.
“Are you calling to introduce yourself or your services?”
“Do we have a current paid account with you?”
“Are you calling to offer your services?”
If you get a “yes” to any of the above, move forward with your solicitation policy.
https://backofficebetties.com/wp-content/uploads/2021/03/1002267_16-Phone-Calls-Blog_RB_V1_01_031121-1.jpg5281000Rachel Bauerhttps://backofficebetties.com/wp-content/uploads/2023/10/Back-Office-Betties-Primary-1.svgRachel Bauer2021-03-16 12:00:382024-03-01 11:13:5116 Unique Phone Calls Every Law Firm Should Be Prepared For
But what about client referrals? Getting referrals from clients can be the easiest, least time-consuming, and cheapest way to bring in new clients.
Establishing a Law Firm Referral Program will help you maximize your referrals and automate the referral process.
Why Is a Law Firm Referral Program Better Than Traditional Advertising?
There are a few reasons:
It’s Easier
Save time by eliminating the need to keep track of multiple ad campaigns.
Reduce the stress on your marketing budget.
Lower risk by spending money as you make it – no upfront marketing expenses that you may or may not see a return on.
It’s Cheaper
The legal industry is the most expensive marketing sector with the highest CPC (Cost Per Click) on Google Ads, making it one of the least cost-effective marketing strategies.
CPC varies rapidly and COVID-19 has seen CPC skyrocket for the Legal Industry.
You can incentivize clients to refer friends and family with a referral program for a much lower cost than traditional marketing and advertising.
It’s an Easy Sell
Referrals from clients start off with higher levels of trust and confidence in you than leads from any other source – before they’ve even spoken with you!
Clio’s 2019 Legal Trends Report found that almost 60% of clients seek a referral when shopping for a lawyer, and only 16% seek a referral AND search on their own. This means 73% ofclients who sought referrals chose them.
Rewarding both the referrer and the referred is ideal.
For past clients giving referrals, gifts are a good idea – gift cards and donations in their name are great options.
For current clients giving referrals, there are more options. Both discounts and gifts work.
For the referred, discounts are ideal.
Disclaimer: Be sure to check with your local Ethics Rules & Opinions before creating your referral program incentive.
Entice Your Clients (Let Them Know About Your Referral Program)
When it comes to getting the word out, consistency is key. Most people don’t know someone who needs a lawyer at all times. If they haven’t heard about your referral program in months, they’re less likely to remember it when one of their friends or family members finds themselves in need of an attorney.
Update your website to include a referrals page with information regarding your referral program.
Blogs are a great way to get information out. You can create original posts or publish the content from your emails. Make sure to include your call to action at the end!
Emails are likely the most effective method of getting in touch with previous and current clients, and they are super easy to automate.
If your firm sends out newsletters, add a section to the newsletter with referral information!
Keep Track of Your Referrals
CRMs are absolutely essential for keeping track of client referrals and leads.
Here are a few we recommend:
Follow Up
Send a handwritten thank you note with your gift or discount. It doesn’t need to be fancy. Make sure you let them know that the referral offer still stands for the future.
How to Increase the Likelihood of Receiving Referrals
Customer Service is KEY and an important part of your Law Firm Referral Program. The number 1 factor in receiving client referrals is a positive experience working with you.
No one wants to risk referring a friend or family member to someone they can’t be sure will take care of them. (This is especially true for something as important as legal issues.)
When it comes to the legal industry, the referral gift or discount alone likely won’t be enough to elicit referrals – they know their friend or family member will be in good hands.
As customer service experts, we’ve put together a few guides to help you really wow your clients:
End cases with thank you gifts and/or cards to thank your clients for choosing and working with you. Let them know you enjoyed your time together and they were an excellent client, then introduce your referral program.
Leave your clients feeling like you’ve gone above and beyond for them and they will feel the desire to return that favor to you.
https://backofficebetties.com/wp-content/uploads/2021/03/997448_ClientsReferral_1000x528_v2_031021.png5281000Rachel Bauerhttps://backofficebetties.com/wp-content/uploads/2023/10/Back-Office-Betties-Primary-1.svgRachel Bauer2021-03-10 15:56:562024-03-01 11:13:57Your Law Firm Is Missing Out on Easy Money
If you work with clients, you’re bound to make customer service mistakes. It happens to every company, and it will happen to you. (It’s okay – you’re human!)
You’ve spent a lot of time putting processes in place to make sure your clients have a good experience. But what happens when they don’t?
Customer service mistakes don’t have to be the end of a professional relationship.
In this post, we’ll take a look at companies who are doing customer service right, sit down and talk with customer service expert and Back Office Betties Founder & CEO, Emily LaRusch, and dive into our tips and advice for navigating customer service mistakes.
Two companies that stand out as examples of admirable customer service are Chewy and Zappos.
You’ve surely heard of them, right? But did you know that both of these companies have reputations for caring about their customers and going above and beyond to make things right?
Chewy is an online pet store selling food, supplies, and prescriptions for pets.
In the first, a customer whose pet cat has just passed away calls to cancel their auto-shipments of cat food. Not only does Chewy’s customer service representative spend extra time on the phone with the customer to offer condolences, but they also send out a handwritten note and bouquet of flowers by mail.
In the second, a customer emails Chewy when their shipment doesn’t arrive as scheduled. Chewy’s customer service overnights a second shipment free of charge noting that the customer should keep the first shipment as well, should it arrive. Sure enough, the following day the customer receives both shipments. A week later, a handwritten note arrives from Chewy welcoming them and hoping their cat is loving their new toy.
As you can see, Chewy’s customer service model is intuitive and easy to understand. They make real connections through emotion and attention to detail that foster effective word-of-mouth marketing and brand loyalty. It really works.
Instead, Zappos puts every new hire through 4 weeks of customer service training (with an additional 3 weeks for customer service operators) and takes a hands-off approach.
Zappos puts their focus solely on customer happiness. Their willingness to go above and beyond leaves them with happy customers that return later knowing they will be taken care of. Of course, a little attention for some of their antics doesn’t hurt either.
A Customer Service Conversation with Back Office Betties Founder & CEO, Emily LaRusch
Emily LaRusch knows customer service. In fact, it was her own experiences with bad service that led her to create Back Office Betties in 2014, knowing that she could make a difference.
What is customer service and why is it so important?
Emily LaRusch: I believe customer service is a reflection of a company’s values. One of our BettieISMs (Back Office Betties’ core values) is ‘Deliver Unparalleled Service’.
Before starting Betties, I worked for a top-three bank. On my first day, they were not ready for me. I stood at the security desk for 30 minutes until someone I knew from a prior bank saw me and authorized my entry. I sat at my new desk. The phone wasn’t installed and my logins weren’t ready for use. My manager didn’t arrive for another hour. It was an unwelcome experience, and sadly, many companies provide experiences like this to employees and customers. Before I had fully fleshed out the services Back Office Betties would provide, I knew what I wanted it to feel like to do business and work here.
What is your favorite customer service success story?
Emily: I took my four-year-old to Disneyland. He had been very potty trained, but with all the excitement and long lines, he had an accident. I went into the nearest store and couldn’t find any underpants or shorts that would fit him. I asked an employee for help and explained what happened. He found new Mickey Mouse underoos and shorts, placed them into a bag, told me where to find the nearest restroom, and wished us a magical time at Disney. Thousands of people who have visited Disney share stories just like this and that’s why it has earned a reputation for unparalleled service. Great service costs little but generates tremendous rewards.
What was your biggest customer service mistake?
Emily: Not doing enough to communicate the importance of having an ongoing relationship between our clients and our client concierge team. On the surface, it would appear that we are a vendor to which certain work has been outsourced… and as long as we do the work with no issues, no one needs to communicate.
The reality is, virtual receptionists are an extension of the internal law firm team. As an employee, continual feedback and modifications are essential to success. There should be at least a quarterly conversation to determine if the sales script is working, are the leads converting, is the call flow process providing callers with the best experience? Etc.
What did you do to fix it?
Emily: Our client concierge team is reaching out regularly to have these conversations and obtain feedback to help strengthen the receptionist team and increase the value and results for law firms. We are also working on content creation that will provide quick, easy-to-understand, actionable edutainment to help the law firms we work with thrive.
What makes Back Office Betties’ customer service stand out?
Emily: I care about the entrepreneurial journey and understand the enormous pressure that business owners carry. When I work with vendors, I look for the ones who are passionate about business and want to see me succeed.
With standard answering services, the customer is signing up for services that fit into the provider’s box. I train my team to build the box around the firms’ needs as much as we can. We don’t want to just answer the phones, we want to be the unparalleled customer service representatives for the firms we work with.
. . .
Have You Heard of the Service Recovery Paradox?
First coined by McCollough and Bharadwaj in 1992, this phenomenon demonstrates how customers leaving a service failure situation can end up with higher satisfaction and brand loyalty after a successful service recovery than customers who never experienced a service failure at all.
Service Recovery Paradox. First coined by McCollough and Bharadwaj in 1992.
There’s no reason to go creating service failures to give yourself service recovery opportunities, but don’t miss them when you get them either. Not only do customer service mistakes not need to cost you a professional relationship, but if handled correctly, they could even strengthen it.
With All of This in Mind, How Can We Navigate the Rocky Waters Following Customer Service Mistakes?
Acknowledge Your Mistakes
You made a mistake… Own up to it! Sweeping customer service mistakes under the rug while hoping your client doesn’t notice or won’t mind is the worst choice you can make.
All this does is leave your client thinking (a) you’re not paying attention or (b) you don’t care.
As counterintuitive as it may sound, you want to be the one drawing attention to your mistakes, not your client.
Reach Out Fast
Best case scenario, the first time your client hears of a mistake will be when you bring them a solution wrapped in a bow.
The stress that comes with discovering a problem and the weight placed on the client to reach out in hopes of getting it fixed are big factors to remove from the equation.
Imagine the following scenarios:
You learn you were accidentally charged $3,000 instead of $300 – but don’t worry, a refund is already processing.
You find a $3,000 charge on your account.
You can see just how big of a difference it makes on an emotional level for the client, even if the final outcome would have been a refund in both cases.
Ask Questions
Asking questions makes your client feel like you care and want to understand the situation.
(Just saying that you care alone is unfortunately not very effective.)
Not only will you be able to genuinely understand and help your client better with more information, but your client will know that you’re invested in their situation, not just trying to get them quiet to make it go away.
Don’t Make it About You
Sure, maybe your customer service mistake wouldn’t have happened if you had been able to get your coffee that morning, and your daily meeting hadn’t run overtime, and you weren’t understaffed at the busiest time of the year!
But while your natural instinct may be to try and explain yourself, this often does more harm than good.
A disgruntled client does not want to hear why their problem is hard for YOU, or how the business they’re giving you is a lot of work. They want to hear that you understand why it’s hard for THEM, and how you’re going to fix it.
Practice Empathy
Those blessed with a high level of natural empathy will always have a leg up in customer service.
For the rest of us: Practice.
If empathy isn’t something that comes naturally, it’s important to keep it at the front of your mind throughout customer service interactions. Actively putting yourself in your client’s shoes, or even just recognizing their emotion and pretending to feel the same way for a moment can go a long way.
Remember That the Customer is Always Right… About How They Feel
The phrase, “The customer is always right” might just be the fasted way to elicit eye rolls from anyone who has ever worked in customer service.
But while your clients might not always be right, the important thing is actually how they feel.
Even if your client’s complaint is unjustified or inaccurate, the negative emotion and dissatisfaction they are presenting you with is real. And it’s that dissatisfaction that leaves negative reviews for your law firm.
Give Gifts, Not Discounts
Discounts are easy. And while ease may be a plus, it can come off as generic and impersonal.
Giving or sending a personal gift holds a much heavier weight. Simple flowers, a nice notebook, a gift card, or something similar paired with a handwritten note shows that you went out of your way to add a little something positive to balance out the negative that your mistake caused.
Gifts show that you recognize that your mistake has had an impact on your client’s life (be it small or large), not just your business relationship. Think something along the lines of:
“Sorry for the stress we’ve caused you this week. We hope you’ll use this gift card for a free massage to get back some Zen.”
Now that’s not to say that there is no place for discounts… In many cases, a gift alongside a discount would likely be the best option. The concept of gift-giving is to show your client that you care aboutthem, you’re not just throwing a discount at them because they’re upset or it’s your policy.
Disclaimer: Be sure to check with your local Ethics Rules & Opinions before sending gifts. In the case that gifts are not an option, default to a heartfelt message and a nice card instead.
Gift giving is a Back Office Betties favorite!
Anyone on the Back Office Betties team has the power to determine if someone needs a gift.
Keeping this policy not only ensures that customer service mistakes will be remedied, but also creates an open environment for mistakes to be owned up to. When every member on the team has the power to make things right, they do so. Giving your team the responsibility of customer satisfaction without empowering them to fix their own mistakes is what leads to things being swept under the rug, and leaves little room for professional growth.
Have a crazy customer service story or helpful tip? Let us know about it!
https://backofficebetties.com/wp-content/uploads/2021/03/988794_CustomerServiceBlog_1000x528v1_031521.jpg5281000Rachel Bauerhttps://backofficebetties.com/wp-content/uploads/2023/10/Back-Office-Betties-Primary-1.svgRachel Bauer2021-03-02 10:00:462023-04-05 09:15:48The Delicate Art of Recovering From a Major Customer Service Mistake (Everyone in Your Law Firm Should Read This)
How do you answer the phones at your law firm?
Alanna’s career has been dedicated to working with people. After spending 6 years in the retail sector, she spent 5 years working with an Elementary School in their After School Program. She transitioned into her role with Betties nearly 2 years ago and has been a beloved part of the Betties team since!
As an attorney, you probably already know that law firms rely heavily on referrals to generate new leads.
