Unbelievable temperament and the worst phone call with an attorney I've ever experienced. I was referred to this law firm from LegalShield (a pre-paid legal service) for family law. They offer free consultation, but make referrals when you need to actually hire an attorney or get legal advice. So I call Kathryn Goff, telling her I was referred and need an attorney. "Oooooookaaaaaaaaaay," is the response followed by a long pause. I ask if it's worth me explaining my situation, see if it's within her area of expertise. Things are going fine, and then I start asking questions. But something must have really upset her, because she begins yelling at me about "What do you want me to do?! Stop asking about what this means or why this and that! STOP IT!" It felt like a Bob Newhart skit.
I'm not exaggerating when I say yelled; it was surreal. She even took a breath to apologise about it being too early for questions (at 10am) before starting right back up. I guess it was a tough morning, but I've never interacted with someone who lacked charm to the extent that they actually turned a prequalified sale away.
"What do I want you to do?" Um, how about provide details about what the process looks like? How about getting a retainer and moving forward with representation? Do you take cash or cheque? Should we meet first? Does my situation warrant specific counsel? I mean, most professional services have a process...I think it's reasonable to assume you will outline yours.
You mentioned that people often call and tell you, "I am overwhelmed" or "Can you help me?" Do you talk to them the same way as with me?Here's some free advice that I'll quietly offer - which, in both capacities (free and quiet), you seem unable to do: be mindful of what your prospects really need. What they're really asking for is to be guided through the process. If someone asks why a certain thing is done, they are telling you they don't know what they don't know - and they are depending on your expertise to hold their hand. One way you can really improve your sales is to consider being a CONSULTANT to your clients and solve their pain-points, not add to them.
And I get that attorneys have a reputation for being awful human beings, but it really costs you nothing to display a little phone etiquette. read more