Client Service Minute: The Immediate Response Gets Attention

By Pace Law | June 26, 2013

Client service tips from Paul Alisauskas – Pace Law FirmGreat client service, often as not, is made up of little things, as embodied in the saying, “Mighty oaks from little acorns grow.” This week, I’d like to celebrate a great example of metaphorically planting an acorn.

I took a call at the Collingwood office from a woman who had received a letter from her long-term disability carrier. The letter suggested (to her) that her continuing eligibility was in question. She was deeply concerned. I had to tell this woman that I knew very little about the finer points of this area of the law, and that I’d get some background facts from and get back to her.

As Allan Chapnik has graciously assisted me previously with questions in this area, I called Allan about the inquiry. Allan immediately placed a call to the woman, but didn’t get an answer. He notified me about the failed attempt. I tracked the lady down on her cell phone and requested that she be available to take Allan’s call later that afternoon. The encounter concluded with an email copied to me, wherein the woman effusively thanked Allan for his attention and assistance.

We didn’t sign a client in this instance, but we DID leave an enormously favourable impression in the mind of a person who contacted the firm. I believe we demonstrated responsiveness, personal attention and a caring attitude. Allan is to be congratulated for making the sort of gesture that really counts in the minds of people who contact the firm.

Just as a matter of interest, the lady who contacted the firm was formerly an employee of a large Toronto defense-side law firm. She’s now suitably impressed with at least one plaintiff-side firm.

It cannot be emphasized enough how important it is to a firm’s brand, reputation and marketing that individuals who contact a firm, even where no actionable retainer arises, be left with the sort of impression that Allan created for this woman. Plant an acorn at every opportunity.