The Client
Meet Malinda Lugo and her inspiring story. The daughter of immigrants from Nicaragua and Puerto Rico, Malinda grew up in New York City and lived in Nicaragua as a child. After graduating college, she worked as a paralegal for a medical malpractice attorney in Orlando, Florida. Determined to attend law school, as that had been her dream since childhood, she moved to Tallahassee to attend Florida State University College of Law with her five-year old son. She graduated with honors while working multiple jobs to support herself and her son. After finishing law school, she represented patients neglected in nursing homes and later returned to the medical malpractice arena representing doctors and hospitals. Malinda also spent several years representing healthcare providers in business and compliance; that is when she realized that health care is designed to maximize profits over patients. This prompted her to make a courageous and inspiring decision: she fired all her clients and returned to representing patients.
Malinda founded Lugo Law in 2014. Now, she works with one paralegal and loves what she does, especially representing Hispanic clients who are navigating new terrain after leaving their home countries. Using her experience living in Nicaragua and seeing the struggles her family experienced is what fuels her passion. She specializes in automobile accidents, medical malpractice and neglect in nursing homes and assisted living facilities.
THE CHALLENGE
Malinda searched for a bilingual answering service, but the available options were expensive. At a conference, she met a colleague who spoke highly of our service and knew our general manager. Her colleague insisted that calling him would be the solution she needed, so she did.
THE SOLUTION
She reached out to our general manager and was pleased to learn that our operators are fluent in both English and Spanish. She had heard firsthand about the quality of our operators and knew they were fluent, could communicate effectively, and excelled at their jobs. She found Easybee to be affordable and responsive.
Another key aspect that impacted her decision to hire Easybee was her experience living in Nicaragua. She understands the importance of our staff having job security and she is happy to help bolster the quality of work found in Central America.
The main features Maria uses from Easybee’s services are:
Scheduling
We manage consultation scheduling to ensure no leads are missed.
Message Taking
We collect vital information from callers and ask some filtering questions. At the end of each call, we promptly send a detailed message with the information to Malinda.
Patching
We transfer all high-priority calls, such as those from government agencies and opposing counsel. This patching is always done through a warm transfer. If she is unavailable, we proceed to take a message.
THE RESULTS
Malinda has been thrilled with the service, the help, and the customer service we provide, and she gladly and proudly recommends us to other attorneys on various listserves and Facebook. It is very important to her that clients can call and speak with someone in their native language. She appreciates the messages she receives with key information and a small synopsis of the call. Easybee has allowed her to grow her practice because it frees up her time to concentrate on her cases and marketing efforts.
She recognizes that for solo practitioners it can be hard to balance marketing and work. Easybee is a key solution for managing calls when you have to juggle your workload and can't answer them all yourself. "When you are solo, you are wearing so many hats but still trying to practice law," Malinda Lugo (2024). Easybee uses a script given to us by Malinda: if she is unavailable, we let clients know and schedule a conference for that same day or first thing in the morning. This makes the clients happy knowing that they will speak with their attorney soon. For Malinda – it is peace of mind that, if she cannot answer the phone, the client will be taken care of in a professional and compassionate manner.
