The first time a potential client contacts a lawyer is crucial to the solicitor-client relationship, and indeed may determine whether or not that relationship even begins. Despite advances in technology, much of this contact occurs via telephone – and so how law practices deal with telephone calls is an existential issue.
When people contact lawyers, they usually have an issue they want dealt with, and they are anxious about it. A person who calls and gets to speak with someone is a potential client; a person who gets bumped to a message bank or voice-to-text service will probably try another number and likely won’t call back.
Responses which will discourage people from engaging with a law practice include:
- Being automatically placed on hold
- Being automatically sent to message bank
- Voice-to-text message systems (often the translation is erroneous, and the message length too short)
- Messages saying that the message bank is not checked daily and that a text/email would be preferable
- Out of office hours response when the call is being made during office hours
- Unable to leave a message or the call rings out.
Practitioners are reminded of their obligations under ASCR rules 4, 7 and 37 to provide legal services competently, diligently, and with proper supervision. Supervision includes ensuring staff return calls promptly and that systems are in place for managing the law practice’s communications.
Incorporated Legal Practices are reminded of their obligation to implement appropriate management systems,1including systems for communication and appropriate engagement with clients, colleagues, the community and the courts. Professional courtesy extends to how we manage those communications and extends to all practices.
It is a worthwhile exercise for anyone running a practice to actually call their advertised telephone number. If it goes well, you are on the right track – but if you don’t like the experience, your clients may not either.
For more information see:
- QLS Guidance Statement No. 31: Courtesy in Communications
- QLS Guidance Statement No. 16: Supervision
- QLS Appropriate Management Systems
- Or contact the QLS Ethics and Practice Centre on 07 3842 5842 or ethics@qls.com.au to book a Practice Advisory Service visit
1 Legal Profession Act 2007 (Qld) s117(3).