Yesterday I learned the importance of being compassionate to every call because, although it may be the 100th time that day I have heard the same story, it is still one of the biggest issues in that person’s life at that time and it is the first time they are calling us to discuss it. I learned that even if I know we cannot help the client that by doing this it will make them feel comfortable and be more likely to call us back in the future for a case that we may be able to help them with. Doing the little things like this will help create lifelong business relationships that will benefit the client when we can help them and benefit the firm with future revenue and referrals. I learned to be grateful for every call because without each call, we don’t have a job.
– Eric Eggert, Schwartzapfel Advocates Ltd.