Sample Client Service Standards

ByTerri Pepper Gavulic, Director of Marketing, Hildebrandt International, who can be reached at 770-794-3129 and  These client service standards are meant to be a generic sample; individual law firms should add personal standards based on client preferences. For more information

  • Telephone messages will be returned as soon as possible, but certainly within the same day. If your attorney cannot return the call personally, his/her secretary or assistant will do so, even if only to inform you that they are unavailable and to give a time when you can expect a call back.
  • When you phone your attorney and reach voicemail, you will be given the option of leaving a message with a secretary or receptionist, or on voicemail.  You can expect messages to be relayed accurately and promptly.
  • Your attorney (or his/her designee) will check voicemail and e-mail regularly during the day, whenever possible.  If for some reason this is not possible, recorded greetings will indicate that.
  • Client correspondence will be handled promptly upon receipt.
  • Bills will be clear and easy to understand, and fall within the realm of your expectations.
  • Billing problems or questions will be resolved promptly.
  • All charges and expenses will be explained in detail as early as possible. You will be fully and continuously briefed on all unanticipated charges or budget overages.
  • Your attorney will personally review the first bill with you to be sure all items are clear and understandable.
  • Bills will be sent in a timely manner.
  • We will seek ways to continuously assess your satisfaction and will always welcome your feedback and input.
  • The firm has designated __________ to serve as an ombudsman for all clients, and s/he will be happy to address concerns with your attorney.  You may also contact the Managing Partner and/or Practice Group Chairperson at any time to address any issue.
  • Our attorneys are committed to spend as much time as necessary to learn about you, your business, and your industry, so as to provide holistic, reliable, and trusted counsel.
  • Your attorney will update you regularly.  You will be kept fully informed.
  • Referrals are always appreciated, and when possible and appropriate we’ll return the favor.
  • We will keep you informed of seminars, preventive initiatives, and other educational programs we are offering, which might be of benefit to you or your staff.
  • We will always be as accessible as possible.

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