How your people use their voice mail may seem at first both trivial and unimportant. BZZZZZZZZZZ WRONG!!!
The reason you open you wallet wide for a Ritz Carlton is because of the experience. Do you think it’s a coincidence that you are greeted by name at the front desk? (Did you see the secret service-type ear phone worn by the doorman who opened your car door and asked if you were checking-in and for your name? As you walked form your car, the front desk staff was given your name – they did not not need to recognize you from last time.)
Two highly respected bloggers, Tom Collins of morepartnerincome and Patrick Lamb of In Search of Perfect Client Service respectfully disagree in their respective posts: Voice Mail — a Lawyer’s Friend or Foe and Voicemail–Useful Tool Or Devil’s Folly? Tom sets out some rules worth considering and Patrick builds on them adding his own perspective.
PUNCHLINE: Take five minutes, read the posts, and then do the unthinkable. Create your own protocol (that you think optimizes the client’s experience with your voice mail system) and then ask your partners, associates and staff to comply. Trivial and unimportant? Your competitors hope you think so.