CLIENT SERVICE
Our Award-Winning Client Service Program
Complete Client Satisfaction is Our Goal
With each client relationship, our goal is to provide complete, unqualified client satisfaction. To accomplish this, our firm has put people and programs in place to listen to clients, hear their needs and respond fully. Many make this claim. Here's how we deliver.
Initial Client Preferences – At the outset of an engagement, we talk with clients about their specific needs and preferences – from administrative matters such as billing systems, formats and contact people to substantive performance expectations. Many client companies have written service guidelines and we review these documents and typically set up a meeting to discuss them in person.
Client Teams Approach – In many engagements, our teams include company personnel, our lawyers and other outside professionals such as forensic accountants and industry experts. We encourage any and all feedback from our clients about how to best structure their legal services delivery team.
Client Feedback Program – During the course of our client relationships, we seek performance feedback. For example, we schedule annual and periodic in-person meetings for the sole purpose of asking our clients to candidly critique us on our service. Our program received an award for its design; although we are constantly seeking ways and means to improve it and to make it more customized to the needs of individual clients. For example, with certain clients we ask them to complete a post-engagement survey to elicit candid feedback on specific service engagements.
Alternative Billing Options – In many client situations, we arrange alternative billing arrangements, both proactively and reactively. We have worked with clients to create success fees, flat fees, and contingent fees.
Internal Client Service Focus – We regularly attend client service programs to learn the state-of-the-art in the legal industry and other service industries. We also maintain and review current litigation literature on client service issues. Our goal is to be at the leading edge of client service. The placement of Andrea Gordon as our full-time Director of Marketing And Client Service maintains our focus on client satisfaction and service.
Our Focus on Client Service is Not Just for our Lawyers – We regularly conduct discussions with the firm's support staff about service issues. The firm's performance and compensation programs expressly evaluate and provide incentives for superior team work and client service.
Butler Rubin is committed to providing the best client service possible. We welcome your thoughts on how we can improve or customize our program. Please send your comments to Andrea Gordon, Director of Marketing And Client Service, at agordon@butlerrubin.com.
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