Testimonials

What I learned was that I need to control the conversation and steer them back to the questions that I need to ask in order to help them.

– Heather Engasser, Schwartzapfel Advocates Ltd.

The intake training reinforced that we are in the healing business and that relationships with our clients comes first. It is important for us to make our clients feel heard and that we are kind and attentive to them and their needs. Every one of our clients has had a recent traumatic event in their lives that has caused injuries, stress, damage to their vehicle, etc. and it is paramount that they understand we truly care.To accomplish this it is important that we stay in touch with our client to let them know they are important to us. Take the time to explain and address all of their questions and concerns and when speaking with or meeting with them to make sure we are friendly, receptive and understand their needs and priorities. We should also make sure to return all client calls promptly so the client feels valued and not ignored.

– Robert Selg, Schwartzapfel Advocates Ltd.

Today’s conference call was especially helpful in addressing some of the issues we’ve been having with reception. All of this time, our focus has been on how the intake department and SSD department answers the phone calls. However, this focus was obviously misplaced as reception is the first person our potential clients speak with, therefore we need to work on making sure they are doing the proper greeting when welcoming the client to the firm.

I think the “warm transfers” and “trust transfers” are going to be crucial in taking the first steps toward building a relationship with our potential clients.

As you know, today’s conference heavily focused on the Acknowledge portion of the script and how we can tighten up on either getting clients into the office, or making sure that we don’t lose the potential clients when leaving things a little more open ended when we need to send the investigator out. I found your tips helping lock clients in even when we send the investigator exceptionally useful. If we implement this, it will keep clients “biting their nails” and staying put waiting for our call back, and will further ensure that they don’t go with another firm.”

– Lauren Harvey

I learned to focus only on the present call.I will do this by following the intake script as best as I can. I will also really listen to each client and do my best to make them feel important.

– Marissa Anderson, Schwartzapfel Advocates Ltd.

What I learned…

1. Slow down. I seem to be fast paced and always in a rush from the moment I open my eyes in the morning until I go to sleep at night. I want to take it down a notch and just slow down, as soon as something is on my desk at work I like to do whatever it is I have to do and move on to the next task. I guess it is ok if I do not get to it that second as long as it is not considered a priority.
2. Listen. I need to listen to every detail while on the phone with clients — there is always room for improvement.

Also I learned that it is important to repeat information the client gives us back to them to make sure it is accurate.

– Crystal Beaulac, Schwartzapfel Advocates Ltd.

What I learned was how to interrupt the potential client more politely and keep focus on the conversation to keep it more structured on the task.

– Laura Letizia, Schwartzapfel Advocates Ltd.