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The Importance of Returning Client Telephone Calls!!
In speaking with other personal injury attorneys and clients, as well as reading professional legal publications, it's clear that the biggest complaints clients have with their personal injury attorney is their lawyers failure to keep them informed about progress in the case as well as the personal injury attorney failing to return the clients telephone calls.
I can recall having a prospective personal injury client in my San Diego office some years back who wanted to drop her current attorney and was discussing my taking over her case. Her complaint was the lack of return phone calls from her attorney. Prior to agreeing to take over her automobile accident case I placed a courtesy call to the current attorney to inform him of his clients complaints. Surprisingly, he told me that "he does not have time to return telephone calls" as he gets perhaps 30 to 40 messages a day. In other words, his failure to call his client back was not a mere oversight but rather part of the standard way he does business!! Oft times attorneys who work hard on their clients behalf fall down in giving their client status updates on their case leading the client to erroneously conclude that their attorney is not working hard on their behalf.
Early on I discovered the value of regular client meetings and telephone calls to give our clients regular updates on their accident or injury case. All telephone calls are returned the same day if possible, or within no more than 1 business day. These simple guidelines go a long way toward deepening the relationship of trust between our accident injury clients and myself as well as reassuring our clients that we are working hard on their behalf.
I can recall having a prospective personal injury client in my San Diego office some years back who wanted to drop her current attorney and was discussing my taking over her case. Her complaint was the lack of return phone calls from her attorney. Prior to agreeing to take over her automobile accident case I placed a courtesy call to the current attorney to inform him of his clients complaints. Surprisingly, he told me that "he does not have time to return telephone calls" as he gets perhaps 30 to 40 messages a day. In other words, his failure to call his client back was not a mere oversight but rather part of the standard way he does business!! Oft times attorneys who work hard on their clients behalf fall down in giving their client status updates on their case leading the client to erroneously conclude that their attorney is not working hard on their behalf.
Early on I discovered the value of regular client meetings and telephone calls to give our clients regular updates on their accident or injury case. All telephone calls are returned the same day if possible, or within no more than 1 business day. These simple guidelines go a long way toward deepening the relationship of trust between our accident injury clients and myself as well as reassuring our clients that we are working hard on their behalf.
