Comments on: The Phone, The Phone is Ringing…

By: Peter

Peter — Wed, 27 Jan 2010 20:07:42 +0000

Oh my I convinced you? Wow!

I really haven’t had any trouble. You give them text to create the automated message that gets played when someone calls your number and I think that takes a day or two but everything else was quick.

Are you moving a telephone number into there or just taking one of theirs? It took a bit of time to “port” my old office # to them up front.

I may not be using all its features…my “office” phone just rings to my/assistant’s cell phones wherever we are so there are times I don’t answer but I can answer all office calls no matter where I am.

By: Cheryl

Cheryl — Wed, 20 Jan 2010 18:34:34 +0000

Peter,

I am about to sign up with OneBox, I think. Have you had any problems with the service? How long does it take to get up and running? Do you use it for fax service as well?

Also, FYI, I just saw on their website that they have applications for the iphone and blackberry now that allow for easier use of the system when away from the office.

Thanks again,
Cheryl

By: Cheryl

Cheryl — Fri, 18 Dec 2009 19:28:46 +0000

Oh no! Peter, you think my phone answering style is tacky?

I’ve actually been thinking of cutting the office phone out and using some service so that I save a bit of money and also have a more streamlined process of handling calls. I’ve been using efax for years and have been pretty happy with the service, so I’m going to give your office a call right now to see how onebox works. Thanks for the tip!

By: Michael Wasserman

Michael Wasserman — Fri, 18 Dec 2009 17:05:26 +0000

I too answer my phone directly, and to the greatest extent possible, I do so on the first or second ring. This is an important point of distinction that separates me from many of my learned colleagues in larger firms. My clients expect, and I believe they appreciate, rapid response and personal attention.

This is just as important to my practice from a business development point of view as well. Many home buyers and sellers do not hire a lawyer until they have a signed contract and “the clock is running” on contract contingencies. A common pattern is for these folks to start calling lawyers on whatever list they have compiled (or were given) and the tendency is that they hire whoever they speak to first. Miss a call? Lose a potential client.

By: Peter

Peter — Thu, 17 Dec 2009 23:43:08 +0000

Thanks Carolyn. My comments/posting surely reflect my experience as someone who is more of a volume practice.

By: Carolyn Elefant

Carolyn Elefant — Thu, 17 Dec 2009 04:58:47 +0000

I answer my phone directly and callers often remark that they’re pleasantly surprised that I do so. I think it makes a positive impression. However, I don’t have a consumer or volume practice, so I don’t receive so many daily calls inquiring about my service that it creates interruption for me. I guess I would otherwise go with voice mail or a part time reception service like Ruby which many solos recommend.

By: Peter

Peter — Sun, 13 Dec 2009 20:08:15 +0000

Jerry,

Thanks for your opinion. My experience is that more than a few law firms I deal with regularly use an automated system…not that that makes it right. That said what we use is simply this, when someone calls the firm they’re given the option to reach me, an assistant or our general office voicemail. Assistant and I are working from different locations. Thus I think there’s a big difference between simply an automated answering mechanism followed by immediate access to real people and some of these banks, ect. where you may not ever be able to reach a human.

By: Jerry

Jerry — Sun, 13 Dec 2009 17:21:53 +0000

You can’t be serious about option 2. Never never never would I do business with a law firm that put me through one of those annoying automated responses . . . press 1 for . . . press 2 for . . . I don’t tolerate it when the cable company makes me jump through these hoops, and they have a near monopoly on service. (I mash #, 1, or 0 until I get a human.) I expect that I will get a human when I call a firm during business hours, even if that human merely says “he’s [in court/in a deposition/unavailable], he should be back in [1,2,3,4,5] hours, would you like his voicemail?” If it’s after business hours I expect a short voice mail greeting that tells me the office hours and then lets me leave a message.

If I’m calling your office, obviously I have a question to ask or a problem that needs solving. That means I need to speak to a person. If you’re truly a solo operation, you aren’t big enough to need an automated greeting so that the caller can find the right department. And if you want to use your cell phone to speak with a caller who has called your office phone, you might want to try call forwarding.

By: Mark Holton

Mark Holton — Sat, 12 Dec 2009 21:52:10 +0000

Hey Pete,
Thanks for the informative read. …applicable to any entrepreneurial endeavor.

I have heard of RingCentral, VirtualPBX as alternatives to OneBox.
Thanks for the thought provoking tips!