A Special Report on Customer Service

The Attorney - Customer relationship

Why don’t we hear attorneys refer to their clients as customers?  Does calling them a client change their status as consumers?  Should a client be treated differently than a customer?

            Interesting questions.  Questions that most attorneys never ask themselves. They are afraid that by answering these questions, they will realize that clients are customers and that, as their attorney, they work for the client.

            When you go out to eat at a restaurant, do you expect to receive good service?  Do you expect to be treated with respect?  Do you expect for the entire restaurant staff to go out of their way to make your visit at that restaurant a pleasant one?  Your answer to every question should be YES!  You are paying good money for not only the food and drink, but also for the service.

            When you purchase legal services, you should expect nothing less. But most people do not know what to expect when they hire an attorney.  Either because they have never needed an attorney or because every time they retain an attorney, they are treated so bad that they have come to expect it.  

So, what kind of service should you expect from

your attorney?

            Well, at the very least he or she should treat you with respect.  Every person, regardless of social status or education, should treat others as they wish to be treated. You should also expect honesty. If an attorney tells you he or she will do something, you should have confidence that he or she will keep their word. 

No attorney will ever promise you a specific result in a case, but they should give you all the information about your situation so you will know what to expect, both good and bad. You are paying the attorney for his or her legal advise and that is what you should get!

If you have questions about your case, you should be able to call and speak to your attorney or someone who can assist you.  If you leave a message for your attorney, you should expect a return call within one business day, unless a staff member has informed you otherwise.

You should also be able to schedule an appointment with your attorney to discuss your case or other legal matters as they arise.  You should not need to wait weeks to meet with your attorney or a representative from his or her office.

Your attorney should provide you with a copy of every document filed in your case, so you can keep it for your records.  If your attorney does not automatically send you copies of documents in your file, you should be able to request a copy of anything, or everything, in your file, at no additional charge and without hassle.

Your attorney should have a money-back guarantee in case he or she fails to provide the service we have discussed. In addition, if you have a complaint about an attorney or a staff member, you should feel comfortable expressing your complaint to the attorney and requesting he or she take steps to correct the situation.

Remember, attorneys are only human and they will make mistakes.  If your attorney makes a mistake, he or she should inform you of the mistake, the affect, if any, on your case, and let you know what options are available to correct the situation.  At this point, he or she should also apologize for the error and offer to correct the mistake at no additional cost.

As a client you are also a customer.  You have certain standards for service when you go out to eat and you should have those same standards when you purchase legal services.  If you are not currently receiving this type of service from your attorney, maybe its time to look for a new attorney to handle your legal needs.

Dusty Gallivan

Attorney at Law

Tip the Scales of Justice in Your Favor.