A Formal Client Service Standard for the Law Firm

We often take for granted that everyone is on the same page when it comes to how clients and prospective clients are to be treated. Unfortunately, life just isn’t that simple. The leadership of the law firm has to communicate service standards—the firm’s expectations about how every member of the firm will treat clients and prospects. Law firms are in a constant state of change. People come and go. For services standards to become institutionalized, to become a integral part of the firm’s culture, the standards must be formalized, communicated frequently, and the leadership must hold people accountable for honoring those standards—they must be job requirements!

 

Janet Ellen Raasch has penned an excellent paper dealing with implementing a formal client service standard in the law firm. Her paper,Set Your Law Firm Apart with a Formal Client Service Standard Policy, appears on CBA PracticeLink, and the site also includes an online or downloadable presentation on the subject. The Canadian Bar Association puts out a wealth of top quality practice management material on their web site. Add it to your favorites list as a source of ideas for continuous improvement.

 

In her paper, Raasch includes the following sample list of client service standards which she complied from a variety of Canadian and U. S. sources:

 

We will put clients first – on our premises

• We will be welcoming – the client will be greeted by name first by a professional receptionist and later by attorneys and staff.
• We will be punctual – so the client will not have to wait.
• We will make an unavoidable wait pleasant – offering a beverage, a comfortable waiting area, entertainment (television or print materials), directions to the restroom or coat closet, and access to the phone and Internet. We will apologize for any delay.
• We will not make negative comments or discuss any client’s business in a public place (hallway, elevator, or snack room) where it might be overheard by a visiting client.
• We will keep the files of other clients out of the view of visiting clients.
• We will give a visiting client our undivided attention – putting other calls and distractions on hold until after the meeting.
• We will introduce the visiting client to other attorneys and staff – especially those on the client team.
• When we see an unfamiliar person in a hallway, we will ask “Can I help you?” and then stay with the visitor until the visitor’s need is met.
• When a client sees our office space or our print and electronic materials, the design will convey the message that we place clients first.

We will put clients first – by being accessible

• We will provide clients with our office, cell, and home phone numbers as well as e-mail addresses.
• When out of the office, we will carry BlackBerries, cell phones, and laptop computers with remote access to firm resources.
• We will provide clients with extranet sites where they can access information about their matter 24/7.
• We will answer our own phones. When this is not possible, the client will have a choice of phone mail or talking to a real person.
• We will train all attorneys and staff (especially switchboard personnel) in professional communication protocols.

We will put clients first – by being responsive

• We will check for phone and e-mail messages regularly and return them within a set period of time – no longer than 24 hours, and preferably much less.
• If we can’t respond to a message personally, we will make sure someone else who is familiar with the client’s case or matter returns the call.
• We will check for and acknowledge the receipt of all faxes.
• We will let clients know when we will be out of reach and give them the contact information of the person who can answer their questions in our absence.
• We will make sure that each client has multiple contacts at the firm, and that the client’s staff has contacts among parallel members of the law firm’s staff.
• We will learn and use the names of a client’s staff; we will be courteous and respectful at all times.
• We will respond to any complaints, fix them, and let the client know how the problem has been fixed.

We will put clients first – by understanding their needs

• We will ask clients about their service preferences before, during, and after each engagement.
• We will create a client service ombudsman – and encourage clients to contact this person if they are less than perfectly satisfied.
• We will listen more than we talk. We will never give the impression that we are too busy to give a client our complete attention.
• We will visit each client on their premises at least once a year – off the clock – to ask about client satisfaction. We will ask for a tour to learn more about their business.
• We will take a hard look at our own interpersonal skills – and ask for professional development assistance if necessary.
• We will keep current with developments in our client’s industry, reading industry publications and participating in industry organizations. We will keep track of and congratulate clients on their industry successes.
• When appropriate, we will co-locate a lawyer on the client’s premises.
• To respect the client’s financial needs, we will staff each matter in a way that provides the best value for the service provided.

We will put clients first – by continuously improving our procedures

• We will manage client expectations through clear client intake procedures.
• We will communicate clearly regarding fees, costs, team members, deadlines, risks and outcomes.
• We will hold a team meeting with the client at the start of any engagement.
• We will avoid surprises.
• We will discuss a proposed action with a client before we incur any fees.
• We will provide clients with copies of documents – in the format they prefer.
• We will review documents carefully for typos, misspelled names, or missing pages.
• We will meet or exceed our deadlines. If we cannot, we will let the client know well in advance.
• We will handle client correspondence promptly upon receipt, using a routing system.
• Our bills will be clear, correct, prompt, and in a format that meets the client’s needs.
• We will review the first bill with the client and resolve any questions promptly.
• We will provide a status update monthly, even if there are no billed hours.
• We will accept responsibility for any mistakes, apologize, and provide a solution.
• At the end of any engagement, we will send a thank you note. We will survey to find out how we could have provided better service. We will make changes to our procedures based on what we learn from our clients.

Sample Client Service Standards

Janet Ellen Raasch is a writer and ghostwriter who works closely with lawyers, law firms and other professional services providers – helping establish these clients as thought leaders within a targeted market through publication of articles and books for print and rich content for the Internet. She can be reached at (303) 399-5041 or jeraasch@msn.com.

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