Observed

An interesting post in lawyerist.com recently made the case for being prepared for walk-ins.  The writer says that whether a firm thinks it’s a good idea or a bad one, at least have a sense (or, better yet, a written plan) of what happens when someone just shows up.

If you’re like I am, you’re saying, “When someone just shows up and walks in the front door?  Don’t you mean if?” 

It took me a bit to realize, however, that clients/prospects *walk in* ALL THE TIME.  It’s just that it happens over the telephone instead of in the firm’s lobby.

So, I’ll add one more thing to the Be Prepared admonition.  Make sure being prepared means being nice and supportive.

Very few business people know or care about how law firms organize themselves internally. They probably have only the foggiest idea of who or what to ask for.

What they do know is that they have a business problem.  The firm’s receptionist had better be prepared to listen.

They might also be wise to let the caller know their name and number…just in case the person starts to feel lost or unsupported and needs a lifeline.