This document outlines the goals and client service standards of a law firm. The firm aims to: 1) Reply quickly to all communications and return calls by the end of the day. 2) Keep clients informed of progress at regular intervals, informing them of any delays. 3) Explain all important documents in writing and encourage clients to ask questions. 4) Never surprise clients with additional charges, standing by a fixed fee guarantee.

1. ‘0
Working Together

2. this is

3. THIS IS ABOUT HOW
WE work WITH YOU.

4. ABOUT HOW WE WISH
TO delight YOU
WITH OUR SERVICE.

5. ABOUT HOW WE WANT YOU
TO tellPEOPLE ABOUT
HOW WE delighted YOU.

6. this may sound obvious
BUT NOT ALL LAW
FIRMS ARE ALIKE

7. our golden rules
of client care
5

8. We aim to reply to all letters,
emails and telephonecalls
quickly and efficiently.
1
Telephone calls and emails will be returned by
the end of the working day – even if the office
is closed and almost everyone has gone home.

9. We will keep you informed of
progress of your move at
regular intervals.
2
Realistically, that won’t be every day, but we’ll
do our best to tell you first before you feel the
need to contact us.

10. If you not to shoot the
messenger will let you know of any
delays and explain the reasons.
3

11. We will explain in writing the
effect of any important documents.
4
We will positively encourage you to ask questions
if there is anything you are unsure about.
?

12. You will never be ambushed by
additional charges.
5
The fixed fees you have received will never be
increased- never, never, never. We stand and fall by
our fixed fee guarantee with no hidden extras...

13. Full stop.

14. a few things you can do
To help us.

16. speak loudly or
use exaggerated
hand signals if
need be

17. Tell us if you have any
important time limits
(that means before they happen)

18. Make sure we have
understood each
other correctly.
Ask us if you are unsure about anything.

19. Keep in regular touch.Don’t feel afraid to ask for a further progress
report if you are worried about anything or
do not hear from us when you expect.

20. Help us plan our
working day.
Email is always appreciated and use the telephone
as well, but please make an appointment if you
want to see someone to avoid a wasted journey.

21. Throwing stones at our
windows isunlikely to grab
our immediate attention

22. Please ensure that all
informationyou provide is
true and accurate.
And not misleading to the best of your
knowledge, information and belief.

23. We need to use that
information to keep others in
the chain in the picture.
Mortgage lenders also rely on information
we give them provided by you.

24. moving home is
Stressful.

25. we want to make
your move as stress
free as possible

26. CLUTTON COX SAYS…
relax!

27. if we get it
Wrong...

28. Every piece of
feedback is priceless
And an opportunity to show we’re open, we’re
listening and show you we really, really care.

29. So if anything
is just not right please
tell us as soon as possible.
(andwe meananything)

30. And if that doesn’t resolve it,
well the top man, Paul Hajek,
will look into it for you.

31. and if even his powers of
healingare not enoughwe’ll
give you another number to ring

32. but if we get it
right...

33. It’ll be a great
experience for you
and great fun for us

34. We’re lucky to have
you as clients
And by the end of your move we hope you’ll say you
were lucky to have us as your lawyers.

35. By the power of the internet this
presentation is available for sharing. We
would love it if you shared this with
your family, friends and colleagues.
No harm in a little
envy, is there?

36. ‘0
www.cluttoncox.co.uk