Do your professional service providers recognise the importance of response times when returning calls and emails? I say this because I myself had cause to complain when dealing with a large law firm in relation to a matter at 4.55pm on a Friday afternoon. After making one call to the direct dial of the solicitor, then being told to dial zero if the matter was urgent to be put through to “X”, I pressed zero, I was then put through to somebody completely different, not “X” as previously advised. That individual then transferred me back to the solicitor’s voicemail. I was then cut off completely.
As the matter was urgent, I then re-dialled, I was then told that the solicitor I needed to speak with was away from his desk and then asked “did I want to leave a message?” Of course I did, my client was about to walk away from a deal, was there anybody around who could assist? No, there was not. Given the size of the firm, the response was disappointing. Why have the multitude of staff and fancy offices? Who is paying for such extravagancies? Well, their clients are, clearly.
I could have been a client. As it stands, I now have an opinion of that firm that is not entirely flattering. To return a telephone call is such a simple thing, yet why do some businesses treat them with such a lack of urgency, taking for granted that it might not be urgent, that it might not be your client’s business that could be affected by a failure to do so?
If you want to discover just how good your adviser is, and whether they take their role as your adviser seriously taking pride in the service they provide, call them last thing on a Friday afternoon. See who is available in the office to assist you, and who isn’t focussing on leaving the building so their weekend can start.
Our clients constantly comment on how easy it is to get hold of us when they need our help. After what I have experienced, it is easy to see why we are winning more work via word of mouth referrals from our current client base and are the law firm of choice for exciting new enterprises. Give me, Zoe Tranter a call on 07584053508 to discuss your requirements.