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