Answering Legal - The Night Shift

This is a bit more of a personal insight than my usual posts:

A few weeks ago I was working late on a few things for some clients, responding to emails, writing some content, and creating reports. Since it was getting late, I decided I would go to the other side of the building, to check on the receptionists, and say goodnight as I was soon heading home. One really would not assume that he/she is missing a lot of calls at night, since he/she are not living in his or her office, (unless it’s a home office) and therefore may not know that the phone is ring late at night. Admittedly, and much to my own surprise, the phones were ringing non-stop, and the ladies answering them barely had any time to acknowledge my farewell and goodnight. Being intrigued with the volume of calls late at night, I stopped to listen to the conversations the legal intake receptionists were having with callers. Again, admittedly surprised, a lot of the callers were prospective new clients! Even more shocking, attorneys and their staff were being transferred the calls, and accepting them! This was after 11pm on a Wednesday night, so even on the West Coast, it was after normal business hours. Getting wrapped up in promoting the service, blogging, communicating with clients, and trying to become better in every way possible, I sometimes forget to sit back and listen to the quality of the calls here at Answering Legal, which always makes me chuckle light-heartedly, because it still surprises me how well the answering service works. I got to witness first-hand, on the receiving end of the call, the legal intake receptionists handling calls without hesitation, patching new clients, sending detailed messages, and speaking professionally and politely to all callers. I guess I laugh because I’m satisfied with the quality we provide, and that it’s relieving to know that we practice what we preach. For those who do not believe me, you don’t have to take my word for it. Try it for free – no credit card, no contract, no obligation. If you aren’t completely satisfied with how the service works for you, there are no penalties for not liking us. We aren’t offended.

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