We Erie injury attorneys at Purchase, George & Murphey, P.C. are proud of our receptionist, Lisa Gindy. She’s smart, capable and above all, friendly. It’s no accident. We place a lot of value on the person who is the voice and face of our firm and it’s important to us that clients and callers hear someone who cares about them, who listens to their problem and who helps them solve their problem. This morning I was reminded of why a customer-oriented receptionist is valuable to our Pennsylvania accident law firm.
I get an annual physical at the end of every year and this year my doctor found cause to send me out for more tests (cause aside from the expected toll of a sedentary personal injury law practice). A note arrived in the mail yesterday indicating I was to appear for a test next Monday at a local radiologist’s office. Unfortunately, I had a conflicting schedule requirement and so, first thing this morning, I called to reschedule.
The phone rang. A woman answered. Hearing the first words out of her mouth was like drinking from a fire hydrant. I heard, “rushed garble….this is…garble.” I presumed she was identifying her office and herself but I couldn’t tell if I’d called the right office and had no idea of her name.
I forged ahead.
ME: Hi. I just received an appointment for next Monday. I need to reschedule. Can you help me with that?
PROFESSIONAL RECEPTIONIST: Last name. (Spoken in a clipped staccato).
PROFESSIONAL RECEPTIONIST: Spell that. (Same staccato).
ME: P as in Paul. U..R..C..H..A..S..E.
PROFESSIONAL RECEPTIONIST: Oh. Just like it sounds. First Name? (Note the question mark here. This is the first time her intonation suggested she was asking a question rather than issuing an order).
PROFESSIONAL RECEPTIONIST: C or K. (Back to staccato commands).
PROFESSIONAL RECEPTIONIST: OK. You’re scheduled for Monday at 2:00. What do you want?
ME: Um, how’s the next day look?
PROFESSIONAL RECEPTIONIST: I’ve got 10:30 or 2:00.
ME: I’ll take 2:00.
PROFESSIONAL RECEPTIONIST: OK. Be here at 1:30 for registration. Remember, you’ll need a full bladder.
ME: Got it. Thanks.
PROFESSIONAL RECEPTIONIST: Bye now.
At various points in our conversation, I chafed at the routine lack of consideration she displayed. I didn’t like receiving barked commands. It made me want to resist or tell her to stop yelling at me. She wasn’t hostile. I don’t think she meant to be rude. But she clearly wasn’t thinking about her effect on me at all. There was no effort to be welcoming or helpful or even polite. It was just her routine. Frankly, the way she treated me wasn’t very different from the way receptionists across Erie treat callers all the time.
You will never have that experience at the Erie injury lawyer offices of Purchase, George & Murphey, P.C.. Lisa wouldn’t have it and neither would we. At a minimum, Lisa is unfailingly polite and considerate. She may not be able to immediately solve every problem but she’s got answers to get you started on the path to a solution for most of them. I think Lisa and her commitment to treating our clients and callers with empathy and respect help to set us apart from other Pennsylvania accident law firms. If you or someone you care about has been hurt, I hope you’ll try us some time. Call us today, toll free, for a free consultation: 814-833-7100.