As an attorney it can be difficult to reach claimants, many times leaving a voicemail is the best option. It is important to leave a high quality message. Here are a few tips that you should keep in mind when leaving a voicemail!
Tip #1: Plan Beforehand
There is nothing worse than freezing up at the beginning of a voicemail recording. It is important to know the order in which you plan on providing information to your claimant within the voicemail. By no means do you need to memorize a script; however, it would help the flow of the message if you have a mental outline. Keep in mind not only how you wish to deliver the message, but also how the recipient will perceive it. A fluid well-thought-out message will go a long way. As an attorney, making a strong impression in a voicemail will assure your potential client that you can smoothly defend his or her claim.
Tip #2: Speak Slowly and Clearly
Individuals who don’t typically leave voicemails tend to rush through them. It is important to enunciate and project your voice clearly. Try to speak slightly slower than you would in a normal conversation, especially if you’re a Social Security disability attorney. Your claimant may be hard of hearing or have an intellectual disability. The recipient shouldn’t have to replay the message for comprehension or clarity. Keep in mind that some people have 10-15 voicemails to listen to, particularly FDCPA claimants who are receiving harassing calls from collection agencies. If your client can’t immediately understand your voicemail, it’s doubtful that he or she will spend much time trying to decipher it.
Tip #3: Appropriate Timing
Timing is a critical aspect of leaving a voicemail, and you’ll want to consider the duration and hour of day when leaving messages for claimants. Try to keep your voicemail under 30 seconds. The recipient will only retain so much of what you communicate; a two-minute message containing detailed case information can easily become overwhelming for any claimant. Another consideration is the time of day you decide to leave the message. Many people check their voicemails at night. If this is the case for your client, calling later in the day is optimal for the probability of them taking the time to listen to your message. If you are calling claimants cell phones or know that they check their voicemail more frequently, then the time of day that you call is not as imperative.
Tip #4: Repeating Yourself
This falls in line with optimal delivery. You don’t want the recipient to have to replay the voicemail; key information should be repeated twice. Your phone number, the date of an upcoming hearing, and other critical information that a claimant may need to write down should always be stated twice. On the other hand, repeating yourself too much can hinder your delivery. Make sure to only repeat the most essential information. Chances are, the information you key in on will be retained by the recipient.
Tip #5: Keep Your Goals In Mind
When planning your delivery, it is important to keep one question in mind: what are you trying to accomplish?
Do you want the applicant to call you back to discuss his or her case? Do you need the claimant to perform a task after he or she has heard your message, such as signing and returning your retainer? Are you following up with an email?
Letting the person know your expectations is important. It will go a long way in reaching your end goal.
Tip #6: Be as Polite as Possible
Always try to present yourself in the best light. If you have never met the individual in person, this will be the sole lens through which they judge you. Being polite and respectful over the phone can help build trust between you and your claimant, which can be invaluable in the months to come as you work on his or her case. Following all of these tips will help you achieve your goal of leaving a successful and professional voicemail.
If your firm is leaving more voicemails than speaking over the phone when trying to contact your leads from eGenerationMarketing, consider using our live-transfer feature. This feature allows claimants to automatically connect with your firm’s intake staff.
Even with the most streamlined intake system, attorneys will still find themselves playing phone tag with their clients. Following these tips, you and your staff can leave high quality messages that clearly communicate what your claimant needs to know and what you need from him or her. With practice, these voicemail techniques will become second nature, facilitating a more direct and productive line of communication between legal staff and your clients.