Keeping Clients Happy – Same Day Phone Call Return Policy

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Keeping Clients HappyThe law is a service business.  One of the best ways for keeping clients happy is to deal with them, and their concerns, in a timely fashion.  If a client takes the time to call his lawyer and asks for a call back knowing that it is going to create billable time for the lawyer, and thus a charge to the client,  something important must be going on.  Surprisingly many service providers – and lawyers in particular – don’t understand that.  At Harding & Associates Family Law our clients are important to us, and we are aware of the obligation we have to deliver exemplary customer service.  One of the ways we do this is through implementation of our same day call return policy.  Here it is:

If you call me by 4 p.m. Monday through Thursday or by 2:00 p.m. on Friday you will get a return phone call that same day.  It may not be until 6 or 7 or 8 o’clock but we will return the call the same day.

What about the weekends you may ask?  Our policy is a weekday policy for a couple of important reasons.  First, the courts are not open on weekends.  If there is a true emergency I cannot take it to court on a weekend.  Second, the practice of law is a business week profession.  The likelihood of being able to communicate with opposing counsel on a Saturday or Sunday is improbable.   Third, work-life balance for your attorney is essential.  Practicing law is as stressful as any other profession.  Every professional needs to step back, recharge, and balance.  Stepping away for a couple of days helps me to be a better lawyer.

A final note, if your personal safety is at risk please call 911.

Please be sure to visit, the website for the law firm of Harding & Associates, for more information on California family law.

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