First impressions

A reminder to practitioners that when a client calls for the first time in office hours, it is both pleasant and good practice to be able to speak to someone who can deal with their query or make the appropriate appointment. Immediately going to message bank (where you have 10 seconds to leave a message which is converted to a text message) or recorded music or allowing the phone to simply ring out or receiving a message that the phone is not connected is not a welcoming first impression.

It is useful to actually ring your own office number regularly to ascertain whether the response you receive is what you want your clients to have. Making some effort in your reception / telephone set up will be beneficial to your practice.

Grace van Baarle Manager,
QLS Ethics and Practice Centre and Solicitor
15 May 2020