Like Mom Says: Eat Your Vegetables, Wear White at Night and RETURN YOUR PHONE CALLS!

July 8, 2008 at 8:27 pm | Posted in Customer Service, sales, Sales & Technology, Sales Training, small business | 1 Comment
Tags: customer care, law

I like to think that I’m a reasonable sort of person with reasonable sorts of demands. And, as a client, I truly think I’m top-notch, bending over backward to be accommodating and flexible because…heck…I’m a consultant myself and I know how difficult it can be to juggle the myriad of priorities that hit our plates each and every day. So, I’m easy going and pretty low maintenance except for one thing…Responsiveness.

 

There’s been surveys that show that one of the most prevalent reasons that people fire their lawyers is due to lack of returned phone calls. Hah, I said. That can’t be accurate.  Everyone knows that you have to return client calls in a timely manner and, armed with our cell phones and PDAs, attending to this task is not as difficult as it once was. Even with court schedules and pressing demands, a timely returned call is a mandate.

 

So imagine my chagrin to realize that my own lawyer (they shall remain nameless—at least for now!) has not returned my phone call in 4 days. Nothing. No voice mail left for me late at night or early in the morn. No email explanation. Just silence.

 

My plan is to put the firm on notice, tell them of my expectations and ask them if they can meet or even exceed them. 

 

Keep tuned to see whether they meet the challenge.

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