Like most attorneys, I have struggled for years with the management of client telephone calls. Taking messages, returning calls, and voice-mail ‘tag’ take up large amounts of an attorney’s time, and often leave clients frustrated because their lawyers don’t return theirs calls promptly.
In an effort to get off the phone ‘tag’ merry-go-round, I looked around on the internet for different telephone call management solutions. I eventually came across a lawyer/practice management consultant who recommended that a lawyer give a client a pre-determined appointment to speak with their lawyer on the telephone.
Using a telephone appointment benefits the client because:
1. The client knows when he or she will have to be available.
2. The client knows when the lawyer will be available.
3. The client can plan his or her schedule, and have time to gather any materials or documents needed for the call.
4. The client can avoid leaving another voice mail message.
I have been using this system for about 1 month now, and I think it has been very helpful to my clients. I have not had any complaints about this system, yet.
The appointment system also frees up a good deal of time for me and Desiree, my paralegal. This extra time is used to better handle client work.