Make the Tough Call
The most common complaint about lawyers is that they don't return clients' phone calls. The President of the Virginia Bar Association recently was speaking to our local bar group, and he gave us a pretty good tip that was passed down to him. This tip applies not only to lawyers, but also to all business people. Read more about making the tough call....
Lawyers get busy. We are not special in that regard; everyone gets busy in business. Being busy, however, is no excuse for poor customer service. One of the best litmus tests for measuring a lawyer's customer service skills is how quickly he or she returns clients' telephone calls. In fact, failure to return clients' calls is the #1 bar complaint against lawyers. This problem can be fixed by following a simple rule: make the toughest call first.
When you return to your office with a stack of phone messages, prioritize them starting with the most difficult client or issue. Then, call that client first and deal with the concern or issue. The simple fact that you made the call defeats the most common client complaint. As a bonus, the calls only get easier as you go through your list.
This concept applies to other businesses and can help one tackle procrastination as well. Brian Tracy, a motivational speaker and author, urges us to "Eat that Frog!" He explains that, by identifying, then tackling, their biggest, most unpleasant task first -- the philosophy of "eating a frog" -- one learns to plan and organize each day, set priorities, get started right away, and complete jobs faster.
So, eat that frog and make the tough call. It's good for you and your business. For us lawyers, this strategy can help us better serve our clients and ward off the most common client complaint. Thanks for reading!