Here is how I coached the intake team on how to handle these calls:
- Own the call and take responsibility. It wasn’t you who caused the issue, but now the bullets are flying, and we can’t do anything about the fact that it should never have happened.
- Tell the caller that, one way or another, YOU are taking responsibility for resolving the issue.
- Make sure you understand exactly what they are upset about.
- Tell the caller, “I am sorry you experienced that. This is not how it’s supposed to happen at BenGlassLaw, and I am going to fix it and let our quality assurance team know that you had this issue.”
- The goal is to get the caller off the phone knowing that YOU are now personally responsible for making sure the CALLER gets the right response to his issue, and it’s going to happen within the next 30 business hours.
- Find out from the caller the best way for you, or someone else in the office, to communicate with the caller by the time you have promised (email, call, text)
- Once the caller is off the phone, do not let the issue go unresolved. Keep moving up the food chain until you find the answer. It may be that one of our attorneys has been busy and hasn’t had time to call back. Resolving the issue may be setting a specific phone appointment even if the appointment isn’t going to occur for a week or so.
- Words we never want to hear from our team:
- “I’ll let you leave a voicemail with NAME” – people HATE leaving voice mails, and it’s probably the reason why they are calling now
- “It’s not my department.” Whoever answers the phone represents our law firm. Whatever must be solved, our team will take full ownership of the call and the issue
- “Call back later.” No caller will end a call with our firm without a scheduled appointment if one is warranted.
If you are running a small law firm, the money used to generate calls comes out of your profit. Don’t let it run right out the bottom of the bucket.