Professional practices / law firm
One Tuesday at a small law firm.
Most of the people who call are not your case. Finding out costs the whole morning.
A practice where the scarce thing is attorney hours, and the phone spends them without asking. A composite day, not a client's records. Nothing here is a measured result.
Time
What happens
What the system does
7:40am
Somebody was served papers last night and has been awake since four.
Answers inside a minute. Says the firm handles this and takes the name, the number, the county, and the date on the paperwork. Does not tell them what it means.
8:30am
A caller wants to know if they have a case.
Will not say. Says that is what a consultation is for, describes what the firm does handle, and offers the next opening.
9:15am
A question about a matter the firm does not take.
Says so straight away, and says what kind of firm does take it. Does not collect details for a callback that would waste both mornings.
10:00am
Somebody asks what the consultation costs.
Gives the figure the firm approved and what it includes. This is the one number on the page, and it is the one the firm publishes.
11:20am
A caller starts describing what happened, in detail, unprompted.
Takes the details and stops there. Does not respond to any of it, and does not repeat it back. What somebody tells the firm is not a conversation to have with software.
1:15pm
An existing client wants to know where their filing stands.
Recognized and handed to a person. Does not read a status out of anything, because it does not have one.
2:40pm
Somebody asks how long they have to file.
Says deadlines turn on facts nobody has yet and that missing one ends the matter, so it treats the question as urgent and gets a person on it today.
4:30pm
A caller asks whether the other side can do what they just did.
Declines. That is legal advice, and this is a phone. Offers the consultation.
9:10pm
A hearing is Thursday and somebody has been reading the internet about it.
Answers what the firm's own pages cover about process, and nothing about their matter. Books the first slot and stops.
Two of today's callers were somebody else's case and found out in a minute rather than after a consultation. The rest reached a person. Nothing about anybody's situation was discussed with a machine, and that is the part a practice cannot compromise on.
Every line here is a composite. It is not drawn from a client's records and no number on this page is a measured result.
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