GET THE PHONE

Lawyers in Ontario have a professional responsibility to return a client's telephone call. Full stop. It is one of the most common complaints made to the Law Society of Ontario. It is also one of the easiest complaints to avoid by simply returning a client's call in a timely manner.

But what happens when the caller is not a client? When the call is made by a potential client? What is sometimes called a cold call? The irony is these are the calls lawyers really want. Most lawyers pay a lot of money for ads, websites and even search engines to drive those calls home to their office.

Why didn't the lawyer return your initial call or cold call?

After more than 25 years in practice, we've seen a few things.

The most common reasons your initial inquiry or cold call wasn't returned by the lawyer are:

• when your call went to the lawyer's answering service, it was dropped half way through. Not by the lawyer's answering service, but always because the caller was using a cell phone and their coverage dropped. The vast majority of people only have a cell phone and have long since ditched that expensive old home landline. Cell phones or smart phones are convenient. But they aren't always dependable. Dead zones are a real issue particularly in rural Ontario. It wasn't that the lawyer didn't want to return your call, she couldn't. She got half your story but none of your contact information which people usually wait and offer at the end of that message. Put your name and telephone number at the beginning of your message so we can call you back;
• the lawyer couldn't decipher your call or message. We naturally talk quickly and efficiently. But sometimes we talk too fast. If you're leaving a message, please speak slowly and repeat critical information like your name and telephone number. It makes all the difference;
• it wasn't in the lawyer's practice area. If the lawyer doesn't do that kind of legal work, she may not return the call as promptly as she should. And that's a mistake because it's best practice to make a quick call back and just explain it isn't your area of law. It's also just good community and business sense. People remember if they were ignored. And when they have a case that you can actually take on, you can be sure they won't call your law firm; and
•  it wasn't a legal issue but something really different. Everyone who works with the public has fielded off questions. If the scenario involves aliens, bigfoot or ghosts in the walls then it likely isn't something most lawyers are qualified to assist with. Being rude leads to no practical good. A professional call back and explanation that it isn't your area of work usually works. But not always. Experienced lawyers know law isn't just a business. It's a profession. We are held to a higher standard of conduct and civility. If lawyers want to be treated with respect, we better treat everyone else with respect. Respect is earned through years of good practice. You don't get handed respect with that diploma.

So what do you do when your initial call to a lawyer wasn't returned?

Try another polite call back and repeat your name and call back number clearly.

Then maybe it's time to move on to a lawyer who does return your call.

Martin Law knows your call matters. You matter.