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Do they just say, “Law Office”, all these things just push away clients. So have that phone answered but what is said on the phone, who’s answering? Is it grumpy person answering the phone? Is your secretary having a bad day and being pissy to callers. I’ve personally experienced this many times, even calling for the simplest thing. They are rarely in court thank goodness, they don’t get divorced everyday, they don’t have someone die everyday and leaving estate plan, they don’t have immigration problems everyday, they don’t have DUIs everyday.Īll these things are pretty rare thankfully in most people’s lives and calling a law firm is scary and a lot of lawyers and firms do not treat people well when they call. Like I said in the last few podcasts, most people have very little experience with the legal profession. If you have someone do that, you’re pushing them away. Do you want to call back?” So that’s deadly.
Do you want to leave a message”, or, “Attorney Smith is not here. This is Mellissa, how may I help you?” “Yes, I’m calling about a so and so case”, “Oh, Attorney Smith is not here. Most law firms answer the phone like this. Now that you’ve answered the phone, how do you answer the phone? Here’s another problem. People are impatient, they don’t want to wait. After an hour, forget a conversion, it just went down to as bad as if you didn’t answer the phone. They got to 10 minutes, it was less 15 minutes, less. If someone called and did leave a message, which is much less prevalent nowadays, if they were gotten back to within 5 minutes, they were 7 times as likely to buy that company’s services or hire that person than if they waited more than 5 minutes. They saw the conversion rates of people that called different companies and they saw if calls were not picked up, the conversion rate fell by like 70%. IBM did a study several years ago, they called it the Golden Hour. If you don’t give it to them right now, they’re gone. People don’t want to leave messages, they want help right now.
I’ve called plumbers, I’ve called lawyers, I’ve called landscapers, you’ll be amazed. Sometimes it’s the fifth call before someone answers. There are many services I’ve called for and other people I know have called for, I call, no one answers, I hang up I call, no one answers, I hang up. If no one answers the phone, you know what they do, they hang up the call and they call someone else. If you’re not around and you’re in court, fine, get that phone answered because people call in. If you can’t do it, have someone else answer the phone. If you can’t do it, get an answering service. At the very least, you’ve got to have your phone answered. There are still a lot of traditional firms that take lunches or close early on Friday, and that’s wonderful.īut you’re missing out on the clients. Most law firms don’t even answer the phone during business hours all day.
Most law firms, you’d be really shocked to know this, they don’t answer the phone 24×7. The phone call, or the email to your firm. Then we covered once they’re on your website, what can you do to make sure that they become convinced that you are the person to call for help on their case.
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We’ve already covered, how to work with Google, review sites, how to position yourself as the respectable prestigious attorney and law firm online so that people will see you and run into your reviews and see different information about you and come to your site. That’s what we’re going to go into in part 3.
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In part 3, we’re going to talk about once someone has searched in Google and searched the web and visited sites become convinced enough to go to your website, then gone to your website, looked at your credentials, read articles etc., and made that fear-filled decision to call you and they call your firm, what happens? This is part 3.ĭo you fumble the ball and have an answering service answer the phone? Do you not answer the phone, which happens in many, many law firms, or do you have scripts and professional people that are really engaging and get a lot of callers to become potential clients and do that initial consultation? Do you have methods to get them into the office or to sign them up over the phone? Do you have methods to follow up with them to turn this caller that took such a long time and such a long effort to get to this point to retain you, pay you money, and become your client, which is at the end of the day what you want.
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This is the third and final part in the 3 part series on how to become a prestigious law firm, how to become the preeminent, most respected attorney in your metro and in your practice area.
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