If I put someone on hold, I’ll get back to them in 30 seconds or less

Share

Have you ever used a service like IFTTT.COM (“If this, then this”) to automate digital functions? For example, “If I tag an Evernote note with #dropbox, save a copy of that note to Dropbox”.

Anyway, some of the “recipes” are quite handy. If you’re not familiar with the site, check it out.

Also consider how you can do something similar with non-digital processes. A series of “If/Then” formulas for you or your office procedures manual.

Examples regarding the phone:

  • “If I answer the phone, I’ll say ‘Good Morning/Afternoon, Law Offices'”
  • “If the phone rings, I’ll answer it in 3 rings or less”.
  • “If I need to put someone on hold, I’ll ask them if it’s okay first”
  • “If I put someone on hold, I’ll get back to them in 30 seconds or less”.
  • “If a prospective client calls, I’ll ask them where they heard about me (us)”.
  • “If I take a message/need to call someone back, I’ll give them a day/time window and ask if that’s okay for them”

These statements serve as agreements with ourselves that when certain conditions are met, we will do certain things, or do them in a certain pre-determined way.

By thinking these through and writing them down, we train ourselves (and our staff) to provide a consistent level of “customer service”.

We can also use “If/then” statements to improve our productivity.

For example, “If I’m recording a video, I’ll review my “video checklist” before I begin.”

We can use “If/then” agreements for any area of life:

  • “If it’s a weekday, I’ll exercise for at least 20 minutes”
  • “If I’m going to the ABC market, I’ll fill up my gas tank at Chevron on the way”
  • “If it’s raining, I’ll ask delivery services to ring the doorbell when they arrive [so they don’t leave the package to get wet”

Simple, but effective, albeit a bit Adrian Monk-ish.

Try them. You’ll thank me later.

One more: “If I liked this post, I’ll share it with a lawyer friend”

If you like the information on this site, you'll love my free daily newsletter, "The Prosperous Lawyer," Sign up right here and get my free report, "Marketing for Lawyers Who Hate Marketing: How to Build a Successful Law Practice Without Networking, Blogging, Facebook or Twitter"

Share