I work for a company that involves maybe 1-2 legal calls per day. Lawyers calling to ensure their clients are up to date in order to sell their property.
Usually the lawyer, or legal clerk, calls and has the requisite information ready to give me so I can look up the person they are inquiring about and let me answer their questions.
So today I have a receptionist call me and say, after I answered, “I was asked to get you on the line, one moment I will put you through…” She then transfers me to the lawyer who is going to do the asking. Instead though, I sit on hold for 3 minutes with music playing. This lawyer was calling me in order to confirm information, but yet I was put on hold and had to wait for them to decide to pick up in order for them to ask me questions. I have a busy job, as do they, why if you are calling me do I have to wait for you?
At the 3 minute mark I hung up to get back to my duties, I figure if its important enough they will call again and maybe not make me wait to ask me their questions.
Was I wrong or right?
I understand attorneys are busy but everyone else is as well. It’s not the receptionist’s fault, she’s simply doing what she has been asked to do. It’s presumptuous to think a person should be at one’s beck and call when telephoning others and then require them to wait until it is most convenient to final release them from “hold hell” to get the information he/she needs. So, go right ahead and continue to hang up after 3 minutes and do your job serving others. I do the exact same thing and I am even quicker to hang up if I’m put on call waiting in the middle of a conversation and they do not get back to me within 20-30 seconds. I figure those seconds are plenty of time to tell the second caller that he/she is preoccupied and they will get back asap. Any longer and my conversation has been usurped by someone else’s. I’ve got too much work to do, not enough time to do it to be bothered waiting for someone to decide our conversation is important.