Client Service Principles

We value team players who are accessible, responsive, courteous and communicative. The client services principles that we strive to meet daily are as follows:

BE ACCESSIBLE

  • Give the client your home and mobile telephone numbers. Encourage the client to contact you at any time, day or night.
  • Let the client know where you are and what will be your availability when you are away from your office.

BE RESPONSIVE

  • Return phone calls, voice-mails and e-mails, and acknowledge receipt of letters quickly and promptly, as defined by the client's needs and expectations.
  • Quick, good and useful is better than too late and perfect.

BE COURTEOUS

  • Let the client know that he or she is important.
  • Treat the client at least as well as you would like to be treated.
  • Be friendly and positive in all of your contacts with the client.

COMMUNICATE

  • Listen.
  • Understand the client’s point of view and expectations.
  • Make all communications clear.
  • Strive to be concise.
  • Keep the client informed on a timely basis.