Every repeat call is paid legal time.
You didn't hire a paralegal to play receptionist. But that's who picks up when the phone rings. And the phone rings the same way it rang yesterday.
Personal injury, family, immigration, criminal, estate. Different practice, same phone call, over and over.
Your team is burning out on it. Same questions, same clients, all week. Some firms start billing clients for every call, just to make the phone stop.
Silence is what gets you a bar complaint. Clients rarely file over strategy. They file because nobody called them back. One missed follow up is all it takes.
Worried clients call more, not less. A client with something serious on the line does not check a portal. When they hear nothing, silence feels like risk. So they call again.
"Every day. Same clients. Over and over."A paralegal on r/paralegal, describing the daily call load
The usual fix is another front desk hire. About $38K a year, before training, before turnover, and before the week nobody covers when they're out sick.
