As I move toward becoming a digital nomad, I need a lawyer. I’ve got some tax issues to resolve.
I know enough to know when I’m in the zone of the unknown unknowns. (I watched the Donald Rumsfeld press conference.) I’ll find a good lawyer to help, right?
Here we go:
Lawyer 1
I call the lawyer and explain my issue. He’s an experienced lawyer with a big firm. He does estate planning and tax work. I’ve used him before. We arrange a call. He explains that he doesn’t do what I need. He thinks I need someone else. He thanks me for thinking of him.
Does he refer me to one of the other lawyers in the firm (there are more than 100)? Nope. Does he refer me to one of his connections outside of the firm? Nope. He thanks me for checking with him and says goodbye.
“Goodbye?” He loses the chance to refer internally or externally. He loses the chance to collect a portion of the fee within his firm or to earn some brownie points outside of his firm. On top of that, he annoys me because I’m back to square one. I hang up, stunned (clearly, he doesn’t read my blog).
Lawyer 2
I e-mail and lay out the situation (which, by the way, is pretty simple to explain). He e-mails back that he can help. Cool. We’re on track. I e-mail back immediately to schedule a time to meet or talk by phone.
Two days go by, and I get nothing back—no response. I e-mail again and ask about setting the appointment. Two days later, he e-mails again, indicating that his schedule is pretty full but saying that we can meet “next week.” I respond, proposing some dates/times.
Crickets, crickets, and more crickets. I get no response.
“Next week” ended, and I never got an e-mail back.
The worst part is I’d been watching this guy for 10 years, waiting for a chance to refer to him. I was impressed by his presence in the community. Now, finally, I’ve got some business for him. Big disappointment.
Lawyer 3
I called instead of e-mailing. The receptionist put me through to the guy. I described the situation, and he immediately understood. We set an appointment, and he explained his office location. He also asked for my e-mail address, and by the time we hung up, I’d received a recent article directly on point.
Now, I’m having a bromance with Lawyer 3. He’s helping me, and I’m paying him. It’s true love.
What Type of Lawyer Are You?
Do you see your practice in Lawyer 1? What about Lawyer 2? Please tell me you’re not running your business like those folks.
Every inquiry needs to be treated with care and concern. Every call is an opportunity for new business or an opportunity to do something for the caller or someone else.
Review your practice. Ask yourself:
- E-mails. Do you have a system for tracking inbound e-mail? Does it get followed until it’s resolved?
- Calls. Same deal as e-mail. Are you sure that every call is handled to the point where the caller is satisfied?
- Referrals. Are you and your people prepared to identify someone who can help when you can’t? Should we use your name?
- Respond. Do you have something helpful you can send immediately? Are you being helpful before you even meet the client? Can you show the client your value before you’ve been paid?
Inbound calls and e-mails are a huge opportunity for big gains or losses. The inbound contact can turn into a client, or it can turn into a favor. Either way, the caller needs to leave feeling better about you than he or she did before the call. The caller is expressing need and vulnerability. This is your chance to rise to the occasion. This is your play. This is where you make a big impact.
The two lawyers I called are no longer on my list. Neither one will get my business or my referrals. Why? Am I angry? Am I mad? No, I’m just disappointed and have lost confidence. I thought both of those folks would be helpful. Now, I’m not so sure. I can’t afford to risk my reputation on someone I’m not sure about.
What’s happening in your office when the call asking for help finally comes?
