Meet CSS Training MGR Mary Sankey

Sterling Team's Mary Sankey is the CSS Training Manager. She describes herself as “funny, caring, and loyal.” Mary joined Sterling Law Offices in March of 2018. Under Mary's mentoring, the Client Solutions Team learns to validate prospective and current clients through empathetic listening. “Every person who calls needs just as much time and attention as the person who called earlier that day,” says Mary.

Sterling Team's Mary Sankey describes herself as “funny, caring, and loyal.” She has been married for 11 years and is the mother of two girls, a 7 year old and 4 year old. Mary is the younger sister of Sterling's President Tony Karls. They grew up with four other siblings in Germantown, Wisconsin. Mary says of her oldest brother, “Tony fights for his family and his employees. But he also expects a lot. I take his example into everything I do at Sterling.”

Mary joined Sterling Law Offices in March of 2018. She started on the marketing side of the firm, where she was instrumental in launching the divorce seminars. Through this work, Mary learned to understand prospective clients. She learned to understand what they were going through as they entered into a difficult time for themselves and their families. She learned in these seminars how our attorneys fight for their clients. Mary brings this knowledge to her current position as the CSS Training Manager on the Client Solutions Team.

Mary runs a two-week onboarding program for each new hire to the Content Solutions Team. She trains the new hires on how to manage their tasks, take calls, facilitate solutions, and pair clients with the right attorney. Working with “canned” calls, she trains them on how to handle every kind of call that comes into Sterling Law Offices.

At Sterling, we strive to learn what our clients want, need, and feel. To do this, we must always learn new ways to improve our listening skills. Under Mary's mentoring, the Client Solutions Team learns to validate prospective and current clients through empathetic listening. “Every person who calls needs just as much time and attention as the person who called earlier that day,” says Mary.

The Client Solutions Team is responsible for shepherding potential clients to the right attorney and services based on their case type. They listen to people's stories to better understand their journeys. Mary's team learns what each person needs and helps them to manage their expectations for how the process of divorce works.

Every human interaction is an addition or subtraction to our reputation. For us to be a fantastic team, not just a good one, we pay attention to every client touchpoint.

Some fun facts about Mary: She coaches forensics and is an active ally in the state of Wisconsin to end human trafficking! Last August, she spoke in front of the state legislature on her 29th birthday.

“I want people to remember me as someone they can go to for advice and help. “Mary says. “I want them to know that I believe in them. You are someone that can grow with me. Rather that is growing within the firm, or within yourself. I want to be the person that helps you do that.”


References: [1]YouTube

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