It’s hard not to notice that customer service has rapidly declined in America over the years. Take, for example, the fact that many companies have gone to automated phone systems where a person can’t talk to a live human being, even when repeatedly pressing 0. In the legal industry, specifically with respect to bankruptcies, many firms use the attorneys to “sell the firm,” sign the paperwork, and make court appearances. They use legal assistants and paralegals to field phone calls, respond to emails, and keep current clients from taking up the attorneys’ time, so the attorneys can focus on getting more clients to sign up with the firm.
I am happy to say as an attorney at The Sader Law Firm, we take a different approach. We are not here to herd our clients through like cattle. We are not here to ditch our clients once they’ve paid us or once their case has been filed. We are here to help our clients get through a difficult time in their life, see light at the end of the tunnel, and make it through to the other side, all with the assistance and guidance of an educated legal mind.
I have even found a decline in customer service with receptionists, whose job you would think it is to make people feel welcome. It is not unusual that even when a live person is able to be reached, they greet the customer with annoyance and even disdain. The Sader Law Firm is different. After all, the practice of law really is about dealing with people. We take the time to treat people how we would want to be treated. Why? Because what is the point of being in a people business if you do not want to treat people well.
It feels awesome seeing a client, who was on the verge of losing their home to foreclosure, able to stay in their home and keep their children in the same school district. It feels great being able to stop harassing phone calls, garnishments, and lawsuits. It is a wonderful feeling to strip off a second mortgage and get that debt discharged in a Chapter 13 case. It is a good feeling to help someone come through from tragedy such as job loss, cancer, deaths, divorce or other tragedies that put them in the financial position that resulted in having to file bankruptcy, and see that life can get better.
It is not always an easy job—clients are in a stressful situation, which can result in clients crying, yelling, and panicking, but taking the extra time to calm our clients down, actually listening to them, and easing their fears is worth the effort.