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I call many law offices myself in handling my family law cases. I’m always surprised when I hear any of the following:
- A recorded message that the office is only open for limited days during the week (such as the office is closed early on Fridays) and limited hours during the day (such as the office is closed every day from noon to 1:30). AND, you can’t even leave a message during these times.
- An office that won’t take your recorded message over the weekend.
- You call to send your lawyer a fax and the office explains that the lawyer must personally approve the fax before the machine is turn on.
- The office won’t tell you the lawyer’s email address.
The list goes on. The popular voice mail expression is “your call is important to us…” I always think, “Why don’t you treat the call like its important.”
Handling Voice Mail Properly
The above examples, and others, are common. I think they’re offensive. Is this type of office trying to tell the public and/or clients that their calls and communications are annoying?
Please don’t misunderstand—I think voice mail is great. Humans make mistakes with messages. Answering services typically allow only your name and telephone number. They don’t allow a detailed message. A voice mail allows you to specify the question or statement exactly in your own words (and tone of voice). However, a voice mail system fails if the lawyer doesn’t return calls promptly.
As with voicemail, all forms of technology should be implemented and used, to the betterment of the case and the convenience of the client.
The Mobile Faxing Solution
When I set up faxes to be received on my computer, this allowed my clients to send faxes to me 24/7. I can be handling a case in Orange County and see a fax that I client recently sent to me. Actually, since the fax is online (and security protected), I can use any computer to view the fax.
Using Technology for Better Client Communication
A lawyer should have research programs and forms on his laptop computer so that, if requested, the lawyer can meet the client anywhere—not just in his office.
With faxes and PDF files sent by email, the client should never have to rush into the office to deliver documents, but to bring the documents in because the client wants to (for example, to see the lawyer personally and ask questions).
I’ve used free consultations for years. In another section I’ll explain when free consultations are for the benefit of the client and when they are a sales technique by a law office.
I believe that the lawyer should make it more convenient for client communication.
For answers to your Divorce and Family Law Questions, we had prepared a handy FAQ to help you get answers to these very important questions. |
