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Client Service Protocols
Client service is of utmost importance to Buynak Law. Our approach – to treat your clients like you would like to be treated – is summarized by the following implicit understandings within our firm.
1. Be Real.
- Know yourself and your strengths/passions. Do what you love.
- Be personable and self-confident; enjoy our clients.
- Provide trust, confidence and peace of mind, not just cold expertise.
- Clients want to work with people they like and trust.
- Being ethical is of the utmost importance.
- Attorneys are fungible – if a client doesn’t connect with us, we will be replaced.
2. Know Your Client.
- Become familiar with each client's business and industry.
- Read trade journals, local papers, client’s website, etc.
- Attend trade shows.
- Ask for a tour of the client’s facility; visit regularly.
- Partner with client – their problems are your problems.
3. Educate Your Client.
- Communication is critical – give your direct number and don’t screen calls
- All cautions and potential risks should be given in writing.
- Tone and impression are important in oral communication.
- Persuade; don’t assert.
- Manage perceptions and expectations, and clearly describe the legal process at all levels.
4. Client Contact.
- Be clear, succinct, confident, competent and well-prepared – use plain language.
- 24-hour rule is a dinosaur – return calls/faxes/emails before you go home each evening.
- Listen, listen, listen – don’t talk over our clients.
- Attempt to physically meet with the client each quarter.
- Our assistants should know where you are and where you are going.
- Advise clients well in advance of periods of unavailability (vacations, etc.).
5. Emphasize Solutions.
- Be proactive and practical.
- Focus your analysis to respond to client goals.
- Get to the bottom line; establish how the decision affects your client practically and financially.
- Clients make the decisions (not you); have your client invested in the decision and outcome.
- Describe resolution options; factor in the financial impact of legal expenses.
6. Manage Your Caseload.
- Keep your case coordination sheets updated; share them with clients.
- Never promise what can’t be delivered.
- If a problem develops, communicate immediately with our clients.
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