Does this sound familiar? You are on the phone with your client, and you tell them “Can you hold while I pull your file?” You ask your secretary to retrieve the file, and hear him reply “Sure, give me a minute to find it.” Several minutes pass with no answer. What sort of impression do you think the client has of your firm after waiting several minutes on the phone? Maybe that the lawyer he is paying handsomely is inefficient and disorganized? Is that the impression you want to leave with your clients?
In order to avoid this scenario in the future, you need to invest in your firm’s administration to develop a plan, the right tools and trained staff.
Nitza Medina-Garcia, Certified Records Manager, Records and Information Management Consultant
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