Comments on: The Client Services Myth in Law Firms http://jaimiefield.com/2010/01/04/the-client-service-myth/ Rainmakers Are Not Born, They are Taught! Wed, 14 Dec 2011 19:40:13 -0600 http://wordpress.org/?v=2.8.6 hourly 1 By: parts tools http://jaimiefield.com/2010/01/04/the-client-service-myth/comment-page-1/#comment-171 parts tools Wed, 07 Jul 2010 03:36:28 +0000 http://jaimiefield.com/?p=48#comment-171 Being a new blogger, I would like to tell you that you have given me much knowledge about it. Thanks for everything. Mr.<a href="http://www.partstools.com" rel="nofollow">parts tools</a> Being a new blogger, I would like to tell you that you have given me much knowledge about it. Thanks for everything.
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]]> By: Jaimie Field http://jaimiefield.com/2010/01/04/the-client-service-myth/comment-page-1/#comment-90 Jaimie Field Thu, 01 Apr 2010 00:32:55 +0000 http://jaimiefield.com/?p=48#comment-90 Lori - thank you for your comment. I am always happy to hear when someone "get's it". Obviously you do and I hope that you are able to teach it to the attorneys in your office who don't. (Email me privately if you want some ideas on how to teach them without them knowing :) ) Lori – thank you for your comment. I am always happy to hear when someone “get’s it”. Obviously you do and I hope that you are able to teach it to the attorneys in your office who don’t. (Email me privately if you want some ideas on how to teach them without them knowing :) )

]]> By: Lori Latimer http://jaimiefield.com/2010/01/04/the-client-service-myth/comment-page-1/#comment-88 Lori Latimer Wed, 31 Mar 2010 19:37:37 +0000 http://jaimiefield.com/?p=48#comment-88 I am a family law paralegal in a mid-size law firm in the Buckhead area of Atlanta. The firm just celebrated its 40th anniversary in Dec. 2009. They may have done some advertising in the early years (long before my time!), but all of our business comes from referrals from previous clients and even previous opposing parties. A large part of the reason for that is the emphasis that we place on customer service. I always return phone calls the same day I receive them, even if it's just to let them know that I got their message, need to get the info/answer for them, and will get back to them the following day or as soon as I have whatever it is that they need. You are absolutely right - most of the time a client is rude or short it is because of the emotional nature of any legal matter, and family law is probably more emotional than any other area of law. I have let clients cry, vent, and ramble, just so they feel like they have been heard and that someone cares. It isn't always easy, but it's part of what I'm paid to do :) I am a family law paralegal in a mid-size law firm in the Buckhead area of Atlanta. The firm just celebrated its 40th anniversary in Dec. 2009. They may have done some advertising in the early years (long before my time!), but all of our business comes from referrals from previous clients and even previous opposing parties. A large part of the reason for that is the emphasis that we place on customer service.

I always return phone calls the same day I receive them, even if it’s just to let them know that I got their message, need to get the info/answer for them, and will get back to them the following day or as soon as I have whatever it is that they need.

You are absolutely right – most of the time a client is rude or short it is because of the emotional nature of any legal matter, and family law is probably more emotional than any other area of law. I have let clients cry, vent, and ramble, just so they feel like they have been heard and that someone cares. It isn’t always easy, but it’s part of what I’m paid to do :)

]]> By: Ron Friedmann http://jaimiefield.com/2010/01/04/the-client-service-myth/comment-page-1/#comment-18 Ron Friedmann Mon, 04 Jan 2010 19:26:51 +0000 http://jaimiefield.com/?p=48#comment-18 Some firms invest heavily to make sure they respond to clients quickly. Mallesons, one of the largest firms in Australia, developed PeopleFind, just for the purpose of making sure clients could reach the right person at the firm quickly. I've blogged about PeopleFind a few times: http://www.prismlegal.com/wordpress/index.php?s=peoplefind&submit=Blog+Search Some firms invest heavily to make sure they respond to clients quickly. Mallesons, one of the largest firms in Australia, developed PeopleFind, just for the purpose of making sure clients could reach the right person at the firm quickly.

I’ve blogged about PeopleFind a few times: http://www.prismlegal.com/wordpress/index.php?s=peoplefind&submit=Blog+Search

]]> By: Pete Salsich http://jaimiefield.com/2010/01/04/the-client-service-myth/comment-page-1/#comment-17 Pete Salsich Mon, 04 Jan 2010 16:28:29 +0000 http://jaimiefield.com/?p=48#comment-17 Great post, Jaimie -- I too waited tables and bartended during college and law school and have a tremendous amount of respect for those professionals (and many of them are professionals) who do it well, every shift, no matter what. I've always thought waiting tables is great training for any type of career, but maybe lawyers need it more than most! Keep up the great stuff -- Pete Great post, Jaimie — I too waited tables and bartended during college and law school and have a tremendous amount of respect for those professionals (and many of them are professionals) who do it well, every shift, no matter what.

I’ve always thought waiting tables is great training for any type of career, but maybe lawyers need it more than most!

Keep up the great stuff —

Pete

]]> By: Paul http://jaimiefield.com/2010/01/04/the-client-service-myth/comment-page-1/#comment-16 Paul Mon, 04 Jan 2010 16:15:00 +0000 http://jaimiefield.com/?p=48#comment-16 Its true - time and time again, when I ask clients why they continue to do business with us (or when they return!), the answer is straight shooting, prompt response, and honesty. Its true – time and time again, when I ask clients why they continue to do business with us (or when they return!), the answer is straight shooting, prompt response, and honesty.

]]> By: Adrian Dayton http://jaimiefield.com/2010/01/04/the-client-service-myth/comment-page-1/#comment-15 Adrian Dayton Mon, 04 Jan 2010 16:08:00 +0000 http://jaimiefield.com/?p=48#comment-15 Jamie, Great post! "We have great customer service" is too often the opinion of the provider than of the customers. Your article reminds law firms and businesses that the most important question to answer is, "do our clients feel like we provide great customer service?" Sorry about your coffee :) Adrian Jamie,

Great post!

“We have great customer service” is too often the opinion of the provider than of the customers. Your article reminds law firms and businesses that the most important question to answer is, “do our clients feel like we provide great customer service?”

Sorry about your coffee :)

Adrian

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