Returning client calls — Do you have to?

Do You Really Need to Return Every Client Call Promptly? Bottom line answer: Only if you want to keep clients!

Two of my favorite blawgers, Tom Collins and Carolyn Elefant, recently raised an interesting online point/counterpoint. Tom cited the case of a young partner who always returned calls and emails – the following day. This partner felt such a level of service was acceptable, and that it increased his efficiency by avoiding interruptions. Tom raised the question whether clients would really be happy with a lawyer who hides behind his phone system and places his efficiency first. Carolyn agreed that such a blanket policy was not acceptable, but also spoke for the solo practitioner who may be in court or under deadline pressure, and simply cannot take or immediately return a call. As she observed,


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