Worst and Best Practices of Attorney Client Notification - email/voice auto reply
We’re all experiencing the effects that the Coronavirus pandemic has had (and will continue to have) on our personal lives and our business lives throughout our nation. The legal industry is no different. We’re all still trying to navigate through this to try to figure out what “today” looks like now and what our lives will look like on the other side of this pandemic.
What does the new normal look like-with physical interaction, virtually and procedurally now?
What will the new normal look like-with physical interaction, virtually and procedurally?
This is a day by day process. The only constant, especially now, is change.
Worst Practice
We came across this email auto reply and thought we would share as an example of what not to do.
‘The Law Offices of ___________________________ is temporarily closed, until further notice, in accordance with and observance of current California guidelines related to the Covid-19 Coronavirus pandemic. Thank you.”
Of course we don’t know the true genesis of this auto reply, however, it is certainly not the best approach if your intention is to continue or resume business activity after things clear up. If the goal is to continue business then additional information would help immensely. Provided alternate methods of communication. Give a specific estimate of return to business. Refer clients to another attorney (temporarily) to meet their immediate needs.
Best Practices
proactive Example
“To our valued clients:
Here at ***Law Offices***, we are actively monitoring the spread of COVID-19 and taking precautions for the health and safety of our clients, employees, and communities. As we have always done, we continue to offer remote meetings where possible and are happy to schedule clients by telephone, Skype, or FaceTime.
When necessary to come into one of our offices, we are ensuring that surfaces are routinely disinfected and we at the ***Law Offices*** are following all CDC recommendations. We are advising our staff to stay home if they feel ill. Likewise, we ask that you please modify or reschedule your appointment if you are sick or experiencing flu symptoms.
We are grateful for your understanding and appreciate your continued business.
Please do not hesitate to reach out if you have any questions or concerns.”
Automatic email REply or voicemail message
“In our efforts to safeguard ourselves, our families, our clients and our community, our office will be working remotely for the next few weeks. Until further notice, we will not be having in-person meetings. We will be available by phone and email Monday through Thursday from 9am-5pm. We will continue to evaluate the situation based on recommendations from the CDC. Thank you for your patience and understanding. “
As always, Contact us with any suggestions or help with rebooting your law practice.
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