A Virtual Receptionist Service Can Protect You From the Crazies

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Personal Productivity for Lawyers

This quick-start guide to Getting Things Done and Inbox Zero also includes two shortcuts for those who want the benefits of GTD without having to learn the system.

For several months now, I’ve been dealing with a blog commenter who has gone from making barely-coherent comments on my consumer blog to calling me three times a day and screaming about how she is going to report me to everyone from the bar to the NSA. (I’ve posted more details in the LAB, if you are curious.)

Fortunately, I haven’t had to take any of her calls, because Ruby Receptionists answers the phone.

I can’t tell you what a relief that is. At this point, I’m afraid to answer my phone for fear that she will have found my cell phone number. My wife is upset, and I am afraid this person will do me real harm — not physically, but she could certainly make my life difficult. Ruby has been great, dealing with her courteously so I don’t have to deal with her at all. (As a bonus, most of the emails I get from Ruby regarding her calls end with something like “she didn’t sound very stable, just FYI.”)

Disclaimer: I’m a huge fan of Ruby Receptionists, but after I reviewed a similar virtual receptionist service from Total Attorneys, I decided my call volume wasn’t enough to justify the expense of a virtual receptionist. When Ruby saw that, they offered me free service until I get to 50 calls per month. So take my gushing praise with a grain of salt, I guess.

(photo: http://www.flickr.com/photos/kevinschoenmakersnl/5537149518/)

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  • I think the idea behind Ruby is really intriguing and I’m seeing much more of it lately. However, how well does Ruby work for a law firm? It seems like most of the callers to my small firm want to know more about the services that we provide and whether we can help them with their particular legal needs. In the end, how detailed can the instructions to the receptionists be?

    • I don’t think you would try to get Ruby and to replace your legal assistant or paralegal. Ruby does telephone reception, but I don’t think they are equipped to handle your intake.

      Then again, I have been really impressed with what Ruby can do. If you can turn your intake process into a script, I’ll bet they would be willing to deliver it.

      • Sorry, I know this is a little off-topic: how well has startuplawyer.mn worked for you in terms of helping to convince referrals and/or search engine-driven traffic?

        • Since that is way off topic, I would be happy to talk about it in the LAB (lawyeristlab.com).

  • Wes

    To share about my experience with Ruby, I must say that the receptionist service is perfect for a solo practitioner. I have a part time assistant and she is free to do the day to day work that would bog me down. With Ruby, I can allow someone to take the calls while someone is working on my letters & petition drafting. This way I am able to speak with clients concerning substantive issues regarding their cases, take appointments knowing my work is moving forward and hit court. It is really a great addition and the pricing is perfect.

  • we’ve used ruby for probably 6-7 years.. they’ll,do whatever you train them to do. customer service is top notch.

    we are a small personal injury firm but i also run great legal marketing and ruby helps with it all

  • Anthony P.

    I’m a wills and probate solo in New York. I’ve used Ruby Receptionist for several years and an extremely happy with them. Specifically, their consistently pleasant phone demeanor. I used 2 other services prior to finding Ruby, and I received many complaints about rude, rushed, or otherwise unprofessional receptionists.

    I’ve tinkered with the idea of using Ruby for intake, but I’ve concluded that I should limit their role to what they do exceptionally well (screen call and take messages), and either intake clients myself or train my paralegal for that.

  • I think Ruby is much better suited for larger offices, not necessarily small businesses that need to know about the industry etc.

    • As a solo, I wholeheartedly disagree. Also, way to disclose that you work for a competitor.

      • Steve Cook

        Haha! Thanks for the laugh.

  • I agree with Sam. We’ve been using them for a long time and in fact have referred Ruby to many solo and small law firms. They are very well suited for the types of practices that many of us have. They need to be trained as to your practice…but everyone I know who uses them has been able to do that.