Solicitors are People, Too

Reading time:

The solicitor is one of the many call types that, as a receptionist, I handle every day.  As a Ruby®, my goal is to handle these calls professionally, efficiently, and cheerfully.  There are a few things I like to keep in mind.

1) Whom are they calling?

Sometimes, the company that the solicitor is calling actually does want to talk to them.  After all, there are several reasons that you might just want to talk to that cold-caller.  I always try to keep in mind that not all solicitations are a bad thing.

2) Identifying the Solicitor.

Usually, a solicitor will ask to speak with “the owner or manager.”  At this point, I will ask the caller their name, company name, and what the call is regarding.  I always assume that they are any other caller until I prove otherwise, which means treating them with respect and speaking cheerfully.  There are two phrases you can use to ascertain whether the call is a solicitation.  Sometimes I say, “May I ask if this is a solicitation?”, but more often than not that gets a confused “Huh?” in response.  The other way to phrase it is “Are you calling to offer your services?”

3) Don’t Name-Drop.

If the call is a solicitation, and the business they are calling does not want to speak with solicitors, I always try not to name-drop.  The reason for this is that if a caller asks for someone specific, my screening techniques are different.  I only ask for the information that the person has requested.  Solictors are notorious for calling back several times, and even if you are able to screen them the first time, if you give out the “owner or manager’s” name, then you might not be able to screen the call the second time.

4) Declining the Call.

This is where it gets tricky.  When you have found out that the call is a solicitation, and you know that the business doesn’t want those calls, you are faced with the task of ending the call and asking the solicitor not to call back.  The phrasing I use is, “Unfortunately I’m not allowed to accept this type of call.  Please remove us from your list, but have a nice day!”  Whenever I can, I use the caller’s first name as well.

5) Solicitors are People Too.

Personally, I can’t imagine how hard it would be to make cold-calls all day long, getting shut down time and time again (and not always in the nicest way).  That’s why it is very important to remember that even though it is a solicitation, there is still a real person on the other end of the line.  I tend to be especially nice to solicitors.  The other bonus about this is that the screening process is fallible.  Sometimes a real caller can sound like a solicitor, and hanging up on a real caller is never a good thing.  But if you do make the mistake of disconnecting a legitimate call, then at least you’ve done it in a friendly way.

Don’t like answering the phone? No problem. That’s what Ruby’s for! Find out what it’s all about in our free ebook!

Additional reads you may find interesting...

View All
Title card: Creativity, connections, and client relationships—with Nathan Wilson, The Narrative
Small Business Tips

Creativity, connections, and client relationships—with Nathan Wilson of The Narrative

Illustration of a woman with a lovely voice speaking

How to make your voice sound better

Ruby customer feature series title card: Rebecca Flanagan, Flanagan Legal Services
Customer Feature

Ruby customer feature: Rebecca Flanagan, Flanagan Legal Services

Business handshake: close-up part of two young women shaking hands and smiling while sitting at business meeting with their coworkers
Small Business Tips

Coopetition: how to grow your business by partnering with a competitor

Headsets hangs on powered-off computers in an empty office
Small Business Tips

Worker shortage explained: what 2021’s workforce issues mean for your business

A traffic light sign is nearly submerged by a massive flood—one example of the extreme weather events caused by climate change.
Small Business Tips

Getting real about climate change

Man makes notes in a notebook on a table with a phone
Small Business Tips

What you lose when you send every call to voicemail

An illustration of a phone ringing next to a magnifying glass that reveals text: "Ruby calling…"
Receptionist Tips

Receptionist secrets revealed: 5 tricks to grow your business by wowing your customers

A group of professionals sit in a well-lit office watching a man in a hoodie present and point to a whiteboard
Small Business Tips

How IT answering services help you engage & retain customers

Collage of people on phones with title: Real receptionists. Unreal results. Build lasting loyalty with Ruby.
About Ruby

Getting started with Ruby: what to expect

Female-presenting freelancer wearing elegant sweater and round earrings working in front of open laptop, sitting in cozy home office interior, drinking coffee, browsing websites
Small Business Tips

Does your business really need a website? 6 myths about your online presence

An illustration showing that people who call translate into money for a business, while people who visit a website are left without a next step, and bounce to competitors' websites
Small Business Tips

You don’t leave your callers hanging. But what about your website visitors?

Collage of group of young people over colorful vintage isolated background smiling doing phone gesture with hand and fingers, pantomiming talking on the telephone.
Receptionist Tips

The power of answering the phone in one ring

Ruby logo + Clio logo
Legal Practice Tips

Ruby + Clio = happier clients + more billable hours

Small Business Tips

You don’t have to be the “everything business.”

Try Ruby Risk Free

Call to talk to a live virtual receptionist and hear why 10,000+ companies Ruby.

Call Ruby Sign Up
Sales Support

Already a Ruby customer?

Let’s get started.

Ready to turn more callers into customers?

Missed connections translate to lost revenue. With Ruby, you have a partner in gaining and retaining customers. Plus, we’re so confident you’ll love our service, we offer a 21 day money-back guarantee*.

*Ruby is delighted to offer a money-back guarantee to first time users of both our virtual receptionist service and our chat service. To cancel your service and obtain a full refund for the cancelled service (less any multi-service discount), please notify us of the service you wish to cancel either within 21 days of your purchase of that service or before your usage exceeds 500 receptionist minutes/50 billable chats, as applicable, whichever occurs sooner.

Legal_Final

The Secret to Successful Law Firms

The inside scoop on Clio’s latest legal trends report.

Phone Thumbnail 2

10 Questions to Ask a Virtual Reception Provider

Ask the right questions and rate virtual reception services with our handy guide and scorecard!