Testimonials

Mandy Lam at Attorneys McComb and Witten’s office learned that she should re­schedule immediately if a client calls to cancel any appointment. Offer them A or B time slots. Also ask why if they do not want to reschedule the appointment; be assertive but not aggressive. When talking on the phone with the client, reiterate the problem and solution. She adds… “We should also make reminder phone calls for appointments coming up in a few days to ensure that the client remembers the date, time and location.”

– Mandy Lam at Attorneys McComb Witten

I just wanted to say thank you for a training class that I thought to be one of the best classes that I’ve attended on client telephone calls and took away some great ideas.I learned about how our voice is the most powerful tool in any prospective client and that I am going to sound more strong and confident. I need to apply it when speaking with them going forward.I look forward to additional training. Again, thank you.

– Ellen Harchut, Schwartzapfel Advocates Ltd.

“Hi Chris, I’m Carrie, the receptionist. Nice to have a meeting with you last Friday in person. In the conference call, I found out how to make our clients feel comfortable and give them a warm greeting. I will apply this to cheer our clients. Thanks.”

– Carrie at Attorneys McComb Witten

Today was the first day of Schwartzapfel Lawyers Intake Training Seminar with Chris. I thought the presentation by both Chris was very interesting and informative. I was able to take away new techniques in order to improve my intake skills. First off, I didn’t realize how much money a firm spends on marketing and advertising each month. This shows the importance of being properly trained so we can do right by the firm and provide the best first impression to potential clients as possible. Chris showed the need to slow down a conversion and be able to really listen to the client. Even though I may be very busy with other factors of my job, I have to act as if this phone call is the most important phone call on the earth. If we can learn how to follow the script, we’ll all be able to properly take down the information needed to provide the client with the best experience when they contacted our firm. Looking forward to the next session.

– Michael Eason, Schwartzapfel Advocates Ltd.

At the meeting I learned to slow down, listen to your client and sympathize with them. Take control of the conversation. Make the client feel comfortable. Treat them as if they are the only ones that matter. Make them feel important. Be compassionate. Help client relax. Address all the clients’ issues. Welcome the client to our firm. Speak up and be sure of yourself. Make the client feel you are in control and sure of what you say. Thank you for this opportunity.

– Shirley Noboa, Schwartzapfel Advocates Ltd.

Zoraya Gappmaier at The Christensen Law Firm says that during her phone success session she learned that an often overlooked area of answering phones is getting personal upfront and while getting information from prospective clients. This is done by using first names throughout the entire phone conversation, using “warm” phrases showing that you do care about their frustrations/emotional pain and that you would genuinely like to assist in solving their current crisis and by watching the tone of voice to refrain from sounding routine or like an interrogator. The two main goals with the prospective client are to sell the appointment and get contact information and follow with how the person calling heard about our office. “I also learned to really work on the WOW ending by asking if I can help the caller further and thank them by using their first name and mentioning the firm name.”

– Zoraya Gappmaier at The Christensen Law Firm