What evidence can you share that demonstrates the impact of the engagement?
When people need a personal injury attorney and don’t have a referral, they’ll go to Yelp or Google and just move down the directory, calling practices until someone answers the phone. Oftentimes, these customers call after hours because they’re working during the normal business day.
With LexReception, I’m able to capture those potential leads. My current clients tell me again and again how they had called 16 attorneys at 6 PM and chose me because I was the first to call back. I wouldn’t have known unless LexReception texted me the information. That I have so many emails and texts from off-hours calls is proof enough that people won’t wait around to find an attorney. They’ll call until someone answers.
How did LexReception perform from a project management standpoint?
Their level of personal service is fantastic, and I appreciate Bre’s project management. For example, I was on a monthly plan that charged extra for every call once I went over my allotted minutes. Instead of billing me the overage, Bre bumped me up to the next plan level just for that month before moving me back. I ended up paying less overall, which I didn’t realize until she did it. I was impressed that she paid such close attention to me even though I’m not one of their bigger clients.
I also value that they record each call, so I’m able to check the quality at my own leisure. When I was teaching a class of lawyers on best business practices, I mentioned LexReception. One of the attorneys present mentioned that they called me but was disappointed with the receptionist service. I immediately checked the recording and felt that the receptionist did a great job. Having the recordings available allows me to go over calls myself and measure the quality.
What did you find most impressive about them?
I have a big issue with law firms that employ cold receptionists; in my practice, I always tell my receptionist that I hope to hear them laugh at least once before they transfer the call. It’s important to me that the client can hear a smile through the phone. Similarly, I didn’t want an off-hours call service that was just a step up from voicemail, nor did I want a nearly automated person reading from a script. I needed receptionists who were warm and empathetic.
LexReception’s call team manages to be professional while remaining empathetic; they’re people who really care. This is crucial because a lot of my clients are in pain in a number of ways, so they need someone who understands that. An empathetic, professional voice is the greatest tool a receptionist can have, and they’ve nailed that pretty well.
Are there any areas they could improve?
No, not at all. I don’t know how they could do better. They’ve treated me so well and have provided a lot of value. They've never failed or let me down, and I’m a big fan.
Do you have any advice for potential customers?
The first voice that answers a potential client call is incredibly important. When younger and solo attorneys begin, they often can’t afford a receptionist, so they answer their own phone. However, this can diminish their credibility to some extent. In those cases, it’d be wise to invest in LexReception as the primary receptionist for calls that ring more than three times. This would save a ton of money.