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Reply to all client calls within 24 hours!

At a retreat for a multinational’s law department, I learned of two law departments that followed a two-part service standard: (1) acknowledge all calls from clients within 24 hours and (2) if any document or advice slips behind schedule more than 24 hours, call the client  My client adopted this practice.

Responsiveness and updating certainly boost client satisfaction.  Embracing a measurable standard for both those actions gives lawyers a tangible yardstick.  I like the idea and endorse it; a phone call takes little time, and clients will think better of you and your department if you reply promptly and tell them if there is going to be a delay.

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