In celebration of intake specialist Denzell McKenzie’s first work anniversary at Gary Martin Hays & Associates, we asked him about what someone should expect when they call or visit our Lithonia office for the first time.
First, can you define what an intake specialist is exactly?
Denzell: In my experience, an intake specialist is the person in charge of making a good first impression with someone coming to the firm. We are the first people our clients meet and it is our job to set the standard for their time with our firm.
What do people first notice when they walk into the Lithonia office?
Denzell: When people enter the office, they immediately notice the books that I keep on the lobby table and on the shelf in my office. These are the books that Attorney Hays has written on the firms’ areas of practice.
What happens when they enter? How are they greeted?
Denzell: Whenever someone visits the Lithonia office they are always greeted with a smile and a warm hello. That allows me to set the tone for their experience with our office, conveying that we are kind, friendly, and genuinely enthusiastic in our endeavors to assist them.
Describe the people who walk through the door. Are they anxious, curious, in pain, upset, quiet, friendly, all sorts?
Denzell: Since I’ve taken operation of the Lithonia office I’ve had the pleasure of interacting with all sorts of different people. I’ve had some who have just been curious about our office, others who were anxious about the predicaments they found themselves in, and even local businesses welcoming us to the neighborhood.
But one thing has remained constant in all of the interactions I’ve had: they have all been friendly, which I genuinely believe is representative of the community.
What happens when a person sits down and meets with you about their claim? How do you help them?
Denzell: When someone meets with me about their claim they can expect to be the center of the conversation. By doing this I then take an active role in assessing what it is that is making them unsure of their particular situation and work to provide or find answers to put their mind at ease.
Typically, what kind of questions or concerns do they have?
Denzell: The clients who I interact with have all kinds of questions for me: Who should I see for treatment? Where should I send these documents? How long will this process take? Is what I have been told by the insurance company correct/legal?
Let’s say a person calls the Lithonia office. What can they expect?
Denzell: Whenever someone calls into the office, whether they are a prospective client or a current client who I have built a dialogue with, they can expect clear and concise answers to their questions. But if they need to come in I always provide directions based on their location, so that they can sit down with me personally to seek the answers that they are searching for.
What would you like prospective clients in the area to know about you and the Law Offices of Gary Martin Hays & Associates?
Denzell: I would like for them to know that our law firm is here to help them in any way that we can and our door is always open to hear their concerns.
And finally, could you tell us a little bit about yourself -- where you’re from, your hobbies, and how you feel about working for the firm so far?
Denzell: I grew up in Covington, Georgia, which is a rural town to the east of Atlanta, for the majority of my childhood and teenage years. Now I live in Conyers.
As for my hobbies, they include watching anime, listening to music (metal, hip-hop, j-pop, j-rock, alternative, etc.), dancing (pop-locking), playing video games like Monster Hunter World, playing competitive card games, writing poetry, doing martial arts, and working out.
So far my time here has been great! It’s kind of surreal that in such a short time I’ve learned and grown so much.
You can meet with Denzell at our Lithonia office on 6830 Main Street or give him a call at 470-294-1660. Take a digital tour of the office here!