Who is your cornerstone?
“Cornerstone”: (noun) 1. An important quality or feature on which a particular thing depends or is based. 2. A stone that forms the base of a corner of a building, joining two walls. (OxfordLanguages)
Similar: Foundation, Keystone, Linchpin, Base, Key, Central Component, Core, Heart, Anchor
I have always considered the Front Desk and Intake Department the “cornerstones” of any Law Firm.
They are the first person most people engage with when contacting a law firm.
They quickly vet and assess all incoming calls and visitors to determine their level of need.
If working in a firm that directly helps people who are going through life changing events, they quickly become sympathetic ears, yet skillful in their customer service as to keep the day moving.
Everything seems to cross their desk. They know EVERYTHING that is happening, in and out of the firm.
Challenges “cornerstones” face:
First "in the line of fire" to deal with angry, scared, frustrated clients.
A bearer of “bad news”. Telling a client that “no one in the firm” is available to talk right now. Letting a prospective client know that the firm won’t be taking their case, after said person poured out their life story.
They take the messages. Deflect the questions. Absorb the heat.
They deliver customer service at its finest, but it takes a toll on them.
Cornerstones are exposed to all the elements, wind, rain, sun. This exposure can chip away and wear them down over time.
In the ever-changing landscape of law firms today, we still have people who are scared, angry, hurt, and frustrated. Calls are still coming in and questions wanting to be answered. That hasn’t changed. What are we doing to protect our cornerstones?
EQ (Emotional IQ):
When hiring for these cornerstone positions, I would always look for someone with strong customer service skills. People who have worked in customer service industries, such as retail or food service, is a great place to start. I would then work on refining those skills and tap into their EQ. I wanted them to understand that the firm was trying to help people who were hurt, frustrated, angry and scared. It is rare that someone calls a law firm because they are having a “good day”.
De-escalation:
When was the last time you had a productive conversation with someone yelling at you? Scared and angry clients have no problem sharing their feelings. Unfortunately, it happens more times than I would care to admit. We want to understand the problem. We want to help. This is where my cornerstones and I would work on de-escalation techniques. Keeping calm and getting people to a place where they could try and discuss the issues at hand.
Self-Care:
It is hard working with highly emotional people. It is draining, no matter how much you enjoy helping others. I will always remain a huge advocate of self-care. After a tough encounter, I highly encourage a “step away”. Walk around the block. Sit in your car, blast music, and sing at the top of your lungs. Leave the day at the door. Don’t take it home with you. It will be there tomorrow.
Your “cornerstone” of today, can be your legal assistant or paralegal of tomorrow. Heck, they may even end up managing the Firm. Educate them. Protect them. Invest in giving them skills to succeed!
If you are interested in discussing customer service skills and de-escalation techniques, contact me, Abigail Davis-Hess, CLM. ADH-Consulting, LLC, supports law firms by providing legal staff with the tools and skills required to succeed in a challenging environment with long term benefits for all.
