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
- Team Members
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 Your 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!