Sometimes it’s hard to put a finger on what exactly it is about someone you just can’t stand. Is it the way they pronounce “niche”? Is it because they’re always running late, but somehow, nobody seems to care… cause it’s THEM? Could it be just. how. much. hair gel. they seem to be dipping their head into every morning? Hold on – is it because they never use the oxford comma?

 

Phone calls at your law firm are just like that person. You wouldn’t be able to pick one factor out of the bunch to place your frustrations on if you tried. Because frankly, there are just too many of them at play.

 

But don’t worry… it doesn’t have to be this way. It is possible to get organized, so organized, that you’ll be able to pinpoint the cause of any concern that arises and fix problems you may not have even known you had.

 

Let’s talk about your call flow process, and how a Call Flow Blueprint can whip it into shape.

 

Use a Call Flow Blueprint to Outline Your Call Flow Process

Put simply: A Call Flow Blueprint is a specific plan that outlines your call flow process for every single call that comes into your law firm.

If you don’t have one of these, your phone process could be equivalent to just winging it. And (good news!) that means there are headaches that your firm has been coping with that are completely preventable.

 

A Good Call Flow Process Can Transform Your Law Firm

In more ways than you might imagine:

• Increasing conversion rates for new leads
• Ensuring the correct information is collected based on call types
• Giving your clients the top-tier service they deserve
• Keeping your office and operations running smoothly
• Saving your time & sanity

 

Get Your Call Flow Process Started in Just a Few Steps:

Think about your calls and come up with a few questions.

Start with the basics:

• Who answers your calls?
• And who answers your calls when they’re unavailable?
• What types of calls do you get?
  • New Clients
  • Existing Clients
  • Opposing Parties
  • Attorneys
  • Team Members
  • Payments
  • Solicitations
  • Etc.

And then break those basics down.

Take potential new clients for example:

• Which case type are they inquiring about?
• Should each case type be routed the same way?
• Does this call type get forwarded to the attorney?
• Or should a message be taken?
• How should the message be delivered? Email, text, post-it note?
• If there are multiple attorneys at your firm, do they all prefer their messages be sent in the same way?

 

Dive a little deeper…

• If a potential client is ready to schedule a consultation, what information needs to be collected?
• And what information should be collected if they’re not?
• Do you have scripting in place to sell unsure potential clients on paid consultations?
• Where do you refer cases outside of your practice area?
• How should your referral sources be tracked and organized?

 

The answers to most of your questions will depend on the type of phone call that just came in. And that’s where your Call Flow Blueprint comes into play.

But it’s deeper than that.

Just like that one person you can’t stand, your disorganized phone process is hitting pain points with your clients and law firm in more ways than one.

Figure Out How Your Disorganized Call Flow Process Is Hitting Pain Points With Your Clients & Law Firm… So You Can Fix It

So all of that may seem like a lot to you. Maybe you’re thinking it’s a bit extra and not worth the effort?

But time after time, we’ve seen how disorganized call flow processes (or worse, lack thereof) are detrimental to law firms.

 

1. You’re Missing Calls

This one is self-explanatory. Missed calls are missed opportunities.

Considering that 80% of callers won’t leave a voicemail… potential new clients will move on to the next firm on their list. And current clients’ frustrations and concerns will increase, but you won’t find out until it’s too late.

Your Call Flow Blueprint starts with answering the phone. Lock down a set schedule to ensure there is always someone available on your end.

 

2. You’re Getting Incomplete Information

There are so many types of calls that come into your firm… more than you may have realized before breaking down your categories.

Even large firms struggle with collecting necessary information. An ABA study showed that 86% of law firms did not ask for the caller’s email, and 45% didn’t even ask for their phone number!

Small & Solo firms have it worse. You and your staff are likely covering multiple roles, and highly unlikely to be staring at the phone just waiting to take that next call.

You can’t expect busy staff members to remember every detail off the top of their heads. That’s why it’s so crucial to have a concrete plan in place that can be followed seamlessly.

 

3. You’re Not Capturing All Your Leads

This one ties into missed calls and incomplete information.

You can’t capture a lead if you never speak to them. They’ll move on to the next guy if you miss their first call.

Too many law firms struggle to collect callers’ information. If you forget necessary questions or don’t verify spellings, you’ll miss out on a new client.

Furthermore, confidence and competence translate through the phone. You need to answer your phones with certainty and professionalism. Always know the next step for every situation.

“Um…” is never going to be a good response when a potential client tells you their story, and you’re trying to remember if this is the case type your partner is always saying to transfer.

Your potential clients have their reputation, their business, their family, their health, you get it – on the line. They will not be willing to take a risk with an attorney or firm that does not sound professional and capable.

Especially when there are so many other options.

 

4. The Lack of Communication Frustrates Your Clients

Good communication is a deciding factor in what makes a “good” lawyer for many clients. Take a look at some reviews for the competition. You’ll find communication, or lack thereof, coming up again and again.

When your client is calling you to get an update, they’re already feeling like you aren’t communicating with them. If you miss that call – or worse – miss it again, their frustration multiplies.

But let’s say they are able to leave a message, and that message contains inaccuracies, doesn’t make it to you in a timely fashion, or doesn’t make it to you at all… that could end just as badly.

Use your Call Flow Blueprint to outline every detail and keep your clients happy and in the loop:

• When calls should, and should not, be forwarded (and to whom)
• The preferred method of message delivery
• The exact information to take down on a case by case basis
• Scripting to use for disgruntled or upset clients to address their concerns

 

You can overcome all of these obstacles when you execute your new Call Flow Blueprint.

Betties Creates a Custom Call Flow Blueprint for Every Law Firm

No two Call Flow Blueprints should be alike. Because no two law firms are alike.

That’s why Back Office Betties develops a custom Blueprint for every law firm we work with. Your phone process should work for you, not against you.

So here’s how your Call Flow Blueprint will finally give you some peace of mind:

 

Ensure Every Call Is Handled Properly

Every call is handled properly every time. You can rest easy knowing:

• No potential client is missed
• Accurate information is given every time
• Your clients are kept happy
• Unnecessary phone calls won’t interrupt your work

 

Consistent Information Is Given

Your callers will receive the same answers to questions each time they’re asked.

Conflicting information leads callers to ask, “If they can’t manage their own law firm, how will they manage my case?”

 

You Always Know What’s Going On With Their Phones

Never receive incomplete messages… and always receive them promptly.

Your Call Flow Blueprint will organize each call type and make call tracking easy.

 

You Choose When (And Whether!) You Want to Be Interrupted

Your dream come true?

Avoid constant interruptions so that you can finally get some billable work done. (Or maybe have lunch in peace!) And never miss calls you do need to be transferred leaving important matters waiting either.

 

Schedule a call with our Growth Solutions Strategist today to set up a free Call Flow Blueprint Planning Session and get your calls under control and your sanity back!

At Back Office Betties, we make it known that our company culture is important to us. What do we mean by company culture?

COMPANY CULTURE: A set of shared values, goals, attitudes, and practices that characterize an organization.

 

Why Is Company Culture so Important for a Positive Client & Employee Experience?

A great company culture cultivates happiness, a sense of worth, purpose, and being an integral part of something bigger. On the flip side, poor company culture creates a disconnect and sense of meaninglessness.

Employees are more loyal to their company when they know that their work is valued, leading them to stick around longer.

Never overlook the importance of an experienced team! While fresh faces bring new ideas and innovation, senior staff hold the expertise and leadership that glues the workplace together.

All of this leads to a well-oiled, capable workforce second to none.

 

Happy Employees Lead to Better Service

Have you ever worked a job that you hated? Maybe your manager didn’t value your work. Maybe you and your teammates felt pitted against each other. Or maybe your company didn’t stand for anything. You felt like just another cog in the machine, heading into work to get it over with so you could get back to your life.

Negative company culture certainly doesn’t inspire employees to do the best they can for clients or make their company look good.

 

People want to be a part of something that they’re proud of. They want their name and work associated with a company they believe in. And they want their career to be a part of their life, not just something they do in between it.

Happy employees go above and beyond to create the best experiences for clients and customers with a genuine desire to be the best they can.

 

Mission, Vision, & Purpose

Why should someone want to work for YOU above another company? And why should potential clients choose YOU over the competition?

Most commonly, companies are advised to develop a mission and vision statement. These statements give organizations direction and outline the audience for the business and what that audience finds important.

Furthermore, 89% of people agree that it’s important for an employer to have a clear mission and purpose. And 64% of employees say their company’s mission is one of the main reasons they stay in their job.

 

The Mission, Vision, and Purpose Statements That Define Back Office Betties’ Company Culture:

Mission: To power small law firms with an elite legal intake salesforce and relentlessly friendly virtual receptionists.

Vision: Become the #1 sales and customer service engine powering small law firms.

Purpose: Betties is a warm community inspiring clients and team members to OWN their lives and achieve their dreams.

Everything we do at Betties is defined by these goals and what we can do to reach them.

 

Core Values

While Mission and Vision statements provide overarching directions and goals for your company, Core Values give your employees a day-to-day path to achieving those goals.

 

Back Office Betties’ Company Culture is fueled every day by our Bettieisms:

 

ISMs, noun

Our core guiding principles that define the path for serving our clients.

 

ISM #1. Unparalleled Service

Back Office Betties is an elite team of Virtual Receptionists specializing in white glove customer service and legal intake sales.

We pride ourselves on providing superior customer service in the legal niche that can’t be compared to the competition.

ISM #2. Innovate

Our innovation Mantra, “Create and innovate… or die!” may seem a little sensational, but Back Office Betties is constantly evolving and upgrading our services and operations to avoid falling into a rhythm that holds us and our clients back.

ISM #3. Extreme Ownership Mentality

We know that dreams come true when we take ownership of our lives. Back Office Betties empowers our staff to own their work and take pride in what they do.

 

P.S. Have we ever shared our special recipe for Ownership Mentality?

• A dash of Accountability
• A sprinkle of Resourcefulness
• And a heaping cup of Growth Mindedness

(Don’t forget 2 drops of Love of Learning!)

Give it a little stir and enjoy a tall glass of Ownership Mentality!

 

How Your Company Culture Can Treat Your Clients to a Better Experience

Back Office Betties’ company culture surrounds our clients. We strive every day to provide the best experience possible for our clients and theirs. We love making you happy and helping your law firm grow and succeed.

 These are some of the things we provide with those goals in mind:

 

Gifts

They say actions speak louder than words, and sometimes it’s true.

Everyone on the Back Office Betties team has the authority to decide a gift is in order.

• Did you mention it’s your birthday to one of our Betties when they transferred a call?
• Your wedding anniversary?
• Got a new puppy?
• An unfortunate life event?
• Did we make a mistake in your call handling?

As a boutique answering service, we are so lucky to have the ability to get to know our clients personally, and we care about you.

 

Complete Customization

Your law firm is unique! We know that a generic service won’t do it justice.

That’s why Back Office Betties goes the extra mile to make sure the way we handle your calls is specialized to your firm.

• Custom greetings
• Unlimited intake questions
• Directions for lost callers
• Complex call triages
• Appointment scheduling
• Appointment cancel & reschedule
• Payment processing
• Teams/Slack Heads Up
• & more

 

Hands-on Management Team

Back Office Betties is here for you and our team. Our management team is always one click or call away. Your Client Concierge is here to help you whenever you need them and Team Managers are always ready to jump in for support if calls spike.

 

A Team That Becomes an Extension of Your Law Firm

Back Office Betties encourages our team to connect with our clients and build relationships. Time is never wasted when we spend it with you!

Betties creates custom training courses for every firm that we work with. An in-house receptionist would be personally familiar with all of your staff members and policies… and we are too! Small teams of 4 – 6 receptionists work with your firm leaving your callers thinking they’re sitting at the front desk in your law office.

 

Work Perks

How can you recognize your appreciation for your employees?

Make your company a fun and positive place to work. No one should dread coming into the office or leave feeling unappreciated.

Back Office Betties’ company culture is filled with work perks. These are a few:

 

Wish Lists

Each Back Office Betties employee fills out a wish list. When their birthday comes up, they rock a project or work situation, win a contest, etc. they’ll find one of their wishes comes true.

 

Working From Home

Everyone deserves a comfortable and professional workspace tailored to their traits and work methods. Working from home allows our Betties to have their own private offices constructed for their most productive selves.

Not to mention the time saved with a non-commute that can then be spent with family, friends, and hobbies. Did we mention mid-day showers on your lunch break? Underrated.

 

Fun Team Events

Community is important. Team-building events cultivate strong relationships between your employees and improve morale and teamwork. (There’s a reason they call it team-building.) It’s also a fun way to treat your employees to a well-deserved good time.

Back Office Betties’ employees work remotely, but that doesn’t mean we don’t party and host events!

Virtual events are the perfect way to get together over a distance. Zoom classes and trivia are two of our favorites.

 

Teamwork & Community

Good company culture will foster teamwork and a close-knit community and vice versa.

Teamwork comes when your staff is comfortable with and trusting of each other. Encourage your team to work together so they can share their advice and offer support instead of keeping their methods to themselves to try and get ahead of the bunch.

 

Wellness Month

Twice a year, Back Office Betties celebrates a month of wellness by promoting well-being and health for the team. It’s important to recognize how hard your employees work and encourage them to keep their own well-being in mind.

The following are some of the things Back Office Betties implements during Wellness month:

• Book clubs
• Complimentary massages
• Healthy recipes
• Rewards for being active
• Wellness boxes: A little box of treats tailored to each Bettie put together by our Operations Manager, Katelyn. (She does such an amazing job taking care of us and we love and appreciate her SO MUCH!)

 

Above Market Average Pay & Ongoing Training

Rewarding your team with the compensation they deserve and the support they need to continue to grow in their career is one of the most important aspects of good company culture.

Back Office Betties wants our team members to succeed in their careers and lives. This is why we offer:

• Above-average market compensation
• Ongoing training and mentorship
• Annual financial support for career education
• Professional coaching
• Comprehensive insurance options

Treat your team right and you will be able to hire and retain the top talent in your industry.

 

Want to find out how you can better support your employees and enhance your own company’s culture? Give our Growth Solutions Strategist a call.

There are many perpetual answering service myths that could cause some to turn up their nose to the idea. But most of what you hear about answering services are just that – myths.

In this post, we break down the top myths about how answering services work.

 

Myth #1. Your Callers Will Know They Aren’t In Your Office

This is possibly the biggest answering service myth. There are multiple factors that contribute to whether or not your callers will know if your receptionist is in your office or not.

 

1. Knowledge and Training

You might be thinking that answering services don’t typically require much from their applicants in order to hire them. And too often, that’s true.

Large call centers don’t specialize in one industry, and no applicant can be well versed in them all.

But it doesn’t have to be that way. Boutique and specialized answering services offer a small team of receptionists who can speak with your callers confidently with knowledge and extensive training in your industry.

 

(Back Office Betties requires all applicants to pass a legal skills test before their first interview and provides customized training for every law firm. Small teams of 4 – 6 receptionists become familiar with your staff and procedures… as if they were sitting at your front desk.)

 

2. Call Centers vs. Remote Workers

There’s a significant (and important) difference between answering services operating out of call centers and answering services operating remotely.

• The background noise in call centers is distracting for the callers AND the agents who are speaking with them. It’s not exactly what the office at your law firm sounds like.
• Remote virtual receptionists work from home in their own quiet, private offices without background noises or distractions. That’s possibly even better than what the office at your law firm sounds like.

 

Not all answering services operate out of call centers

 

3. Location

While many answering services outsource their call centers overseas, it’s a common misconception that this is the only option when picking a provider.

There are many answering services that operate locally and never outsource.

One tip if you want your virtual receptionists to sound like they’re sitting at the front desk of your law firm: consider hiring a company that’s based in your country/language.

Language barriers can sometimes be confusing for callers and can be a dead giveaway that the person on the other end of the call may not be located nearby. This is especially important for attorneys – you don’t want case detailed to get missed due to simple miscommunications.

 

Myth #2. It’s Cheaper and Easier to Have an In-House Receptionist

It might sound easier to hire an in-house receptionist – It is conventional and you are familiar with it.

However, this isn’t typically true. Answering services are almost always cheaper and the management, payroll, benefits, taxes, and hiring processes are all taken care of.

 

While in-house receptionists can cost upwards of $4,123.60 a month, answering services and virtual receptionist prices range from $300 – $2,000 a month. With multiple plans, there are options for every law firm’s needs and budget.

Not to mention that in-house receptionists can only take one call at a time, need to take lunch breaks, step away to use the restroom, go on vacations, and call in sick.

With answering services, multiple receptionists can answer calls for your firm at the same time and there is always someone there – no disruptions by way of lunch or bathroom breaks, sick days, or vacations.

Answering services ensure that you’ll never miss a call and provide more service for that lower cost compared to an in-house receptionist.

 

Answering services work to save you time and money while improving the quality of service

 

Myth #3. Your Clients Will Receive Poor Service

The answering service myth that your clients will not receive quality service is debunked by providers with well-trained and highly specialized receptionists.

Common negative experiences with outsourced answering services are:

• The agent didn’t seem to know anything about the company or their product/service.
• You had to call again and got a different agent on the line who knew nothing about your previous call.
• You were placed on hold right away – or even multiple times.

But not all answering services are the same. The quality of service provided is based on the level of expertise the virtual receptionists have due to specialization and training.

With the right answering service, none of these common complaints need to be a concern.

• Answering services like Back Office Betties that specialize in the legal industry are able to speak with your callers with the same level of expertise as a legal receptionist in your office.
• Boutique answering services with small teams of receptionists are able to communicate with each other, ensuring your callers won’t be starting from square one if they get someone new on the phone.
• High-quality answering services will always take 1 call at a time giving your callers their full attention from start to finish.

 

Myth #4. You Have No Control Over Your Calls

A common complaint answering service users report is a lack of control over their calls.

However, most answering services do provide some level of customization. Most, if not all, offer a customized greeting and will answer a few FAQs for callers.

 

Many services will also schedule appointments for you and follow your custom directions for warm and cold transfers.

High-end legal answering services can even provide you with significantly more options and services to fit your needs, such as:

• Completing complex legal intakes
• Payment processing
• Calendar management
• Adding new leads to your CRM
• Slack communication

These are just a few examples.

The virtual receptionist plans that Back Office Betties provides are specifically engineered for law firms at 4 different stages of growth – they include all of the unique features that law firms need and are customizable to fit your firm like a glove.

. . .

If you have concerns about any of these myths, be sure to question answering service providers about their operations before committing!

 

“Back Office Betties is the face of my company: they’re the first people that a new client talks to. People think their team is a receptionist in my office. I’ve never had an issue where someone didn’t end up hiring me because of their communication with the Back Office Betties team.” – Carla, Attorney

 

Don’t have time to quiz every answering service? Schedule a call with our Growth Solutions Strategist to discover how Back Office Betties goes above and beyond to ensure your clients will never know our virtual receptionists aren’t sitting at the front desk in your law firm!

 

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, it’s not easy to stay in control of calls. 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 expertly handled calls
• 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 Expertly Handled Calls

• 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. Keeping 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 effectively your team can control your phone calls, the more time they’ll have for important administrative work.

You’re ready to stop losing money – but how can you take control of your phone calls?

 

An Expert’s Powerful Techniques and Advice to Control Your Phone Calls

Katelyn Koplan, Back Office Betties’ Operations Manager, is indisputably a call handling expert. It was her own natural ability and skilled work that lead 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 advice for staying in control of calls 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 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 that 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 handling. 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 by Taking Control of Your Phone Calls

While your callers call firm after firm, you’ll be sure to stand out.

Develop a Script

Shockingly: Law firms fail to collect emails 86% of the time and phone numbers 45% of the time on the first call.

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 that 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 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

 

An authoritative call 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 plan.

• 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 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 phones 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 a Virtual Receptionist

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 expert call handlers.

• 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? Schedule a call with our Growth Solutions Strategist to learn more about how our receptionists can customize your call handling and control your phone calls.

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 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 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. Meaning 73% of clients who sought referrals chose them.

 

How to Set Up a Law Firm Referral Program

It’s not as complicated as you might think.

Develop an Enticing Offer

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 incentive.

Entice Your Clients (Let Them Know)

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.

Here are even more ideas for developing a referral program.

 

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 –

The Delicate Art of Recovering From a Major Customer Service Mistake

How to Spoil Your Law Firm’s Clients By Offering the Best Customer Service

Making Customer Service a Priority Only Boosts Your Law Firm’s Success

 

Additionally:

• 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.

 

And when your phones start ringing off the hook from all the new referrals you’re receiving, schedule a call with our Growth Solutions Strategist to strategize ways to handle the new traffic.