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Why Is it So Hard to Get a Lawyer to Return a Client’s Phone Call?

We’ve all had periods where we let the phone messages and voicemails pile up.

It’s usually the calls from client that go to the bottom of the list.

We don’t call back because we think they’re annoying, stupid, crazy, and overly emotional. We’ve got better things to do (many of them are for their benefit).

However, we made the choice to be here. We’ve got to get off our high horse.

If we don’t like it, we should leave. The last thing we should do is take their money and ignore their call. I’m ashamed that I ever did that.

“Respect for your customer—and the hard-earned money they pay for your service or merchandise—is the key to giving superior customer service.” - Marsha Collier

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  • Marsha Collier

    My attorney always returns calls. In between appointments or hearings. Respect goes both ways. I respect his time too. But its an unsaid understanding that he will be there for me. Always.

Lee Rosen

Lee Rosen has practiced family law for more than twenty years. With four offices, Rosen Law Firm serves Raleigh, Charlotte, Durham and Chapel Hill, North Carolina. Rosen served as the Law Practice Management Editor of the ABA Family Advocate for more than a decade and received the ABA James Keane Award for excellence in eLawyering. He served as Chair of the Law Practice Management Section of the North Carolina Bar Association, is a frequent speaker and is often sought out by the media as a source of family law insight and commentary.