Never forget the basics

I wanted to share two stories, one that happened recently, one that is old, to illustrate an important basic point about the practice of law: responsiveness and response time are crucial to success. I’m a corporate and transactional business lawyer, for context.

Story 1: Years ago I gained a great corporate client. Basically, I started off as their second string choice (handling conflicts and such) and eventually became their main attorney. One day I asked my corporate contact why they liked using me. I figured they’d say how smart I was or how hard I worked but they said that it was because I answered my phone calls and when I didn’t I responded back rapidly. It was that simple. It made an impression on me.

Story 2: the other day I called a local small firm that does general practice work (no criminal no bankruptcy). For the first time, nobody answers and I get their automated answering service. It directs me to what part of the practice I want to call. I choose an option for the attorney I want to speak to. Then it gives me the option for which of his three assistants I want to talk to. I choose one though I don’t know any of them. I get directed to her voicemail, which then tells me not to leave a voicemail because she won’t be checking her voicemail, and instead send her an email. Five minutes wasted. How many clients are they going to lose like that?

I can’t speak for those firms that have high volume calls, but for transactions I can tell you that getting a live body matters and can make the difference between keeping a good client and losing one.