Law firms are busy places, and sometimes the smaller operations are even more chaotic than their large firm counterparts. It’s important to keep that behind the scenes, though. Your clients should see only a well-oiled machine — beginning the moment they first make contact with the firm. Often, the first interactions will involve your support staff. Theirs are the first faces a client sees when she walks through the door, the first greetings on the phone, and they are sometimes involved in the actual pre-screening process, too. So, it’s crucial that each of your support team members understands the message you want to send to the public and conveys it when dealing with clients, whether in person, on the phone or by email.Originally published June 21, 2017
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