Customer service--law firms need it too

I remember talking to a friend in 2007, as the economy was starting to turn, and him saying he was ready for a downturn, because that's the only time he can get some good customer service. I have to agree--people are much more solicitous of me now, but I have to wonder what they're thinking when they're the same ones who had no problem taking advantage of me when times were better.

The real estate agent who took advantage of one of my clients for a bigger fee and wants more listings like nothing's happened...the lender who continually gets my social security number wrong and makes me a non-person when I call to correct it and can only call back to solicit a new loan--this was especially good, as they told me to access my account online to fix it, but I can't access it because it's under a social security number I know nothing about!...my bank, after being bought for the third time, wondering why it's losing existing customers after they deny our business loan for their mistake! They could admit the mistake was theirs, but not to their underwriters, who think I'm a deadbeat. And yet I run into their employees who ask, every time, why I don't bank there anymore--I'm tired of explaining the story except to say that the new bank gets it, and has for many years. Bless them, the old bank employees still end their conversations with "Why don't you come in about a loan or an investment account?" When I'm ready for some abuse, I guess I will.

I think Geico's on the right track with their new ads regarding their customer and claims service--we as customers and lawyers have gotten used to insurance companies being in the business of denying claims, and believe me, I've heard some wild justifications from insurance adjusters for denying claims--it's why we still have lawyers to get people the money they rightfully deserve.

Ahhh, lawyers. I know we don't have the best of reputations for customer service either, but here at Russakow Ryan Johnson, we're trying. I do empathize with own clients who have faced similar problems, whether with other attorneys or perhaps even our own. If it's here, the problem should be solved quickly, as I'm reminded every time I'm on the wrong end of bad service.

Lawyers are here to find a solution to your problems, and to do so in a way that financially benefits you--why would you spend more to solve the problem than it would cost to ignore it? And you should have the peace of mind that comes with someone working on a solution to your problem. The legal system is stressful enough without your own lawyer(s) adding stress to it.