Tips to help your receptionist answer the phone

By Trey Ryder

Lawyers who fail to promptly return phone calls can be the source of great frustration to the person who left the message -- and the professional responsible for attorney marketing. One reason is because the caller might be sitting around waiting for your return call, which might not come for several hours or even days. If you're responsible for marketing legal services, make sure your lawyers return calls promptly.

You can help prevent bad feelings about returned phone calls by training your receptionist to take messages in ways that minimize callers’ frustration.

1. When a client calls at a time you’re not available, ask your receptionist to set a specific time for the return call that is convenient for both parties. When you treat a returned phone call like a phone appointment, the caller knows exactly when to expect your call. This saves the caller from sitting around waiting for your call, all the time wondering why you haven’t called sooner. If something comes up and you can’t place the return call as scheduled, ask your secretary to call the person and ask to reschedule the phone appointment.

2. Ask your receptionist to inquire about the nature of the call so you can have the file in front of you when you call back. Your receptionist might say something like, “Ms. Simpson asked me to inquire about the subject you want to discuss so she can have your documents in front of her when she returns your call.” Make sure the receptionist maintains an attitude of helpfulness and doesn’t sound as if she is trying to pry or screen the call.

3. Ask your receptionist to inquire whether the matter is urgent. If so, the receptionist should find someone else in the office who can help the caller or calm the situation until you return.

4. If you expect to be out of the office for an extended period, ask your receptionist to explain this to the caller so he doesn’t think you’re trying to avoid calling him.

Your preventive measures -- combined with your receptionist’s skills -- ensure that your client knows his call is important, that you are not avoiding him, and that you will return his call at your earliest opportunity.

You improve your attorney marketing efforts -- and make marketing legal services much easier -- when lawyers return phone calls promptly.

© Trey Ryder

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