Client Service Mistakes You Don’t Accept
Being a client in search of legal advice made for an interesting role reversal.
Here’s what happened.
How Many Form Emails?
- I completed and submitted an online request form for legal services. I completed a multipage from about my identity, the identity of the person with whom I had the legal problem, and outlined the problem. There was a pull-down menu and I selected a date and time for my appointment. My online forms were acknowledged received within the day by return form email.
- I then received a form email as to whether I preferred to have the initial consultation by email or in person and how I would have to pay for the reduced rate 30-minute consultation.
- I decided to attend in person. I received a form email about how to get to the office and instructions on how to take advantage of the free parking if I chose to drive.
- I then received a form email to remind me of my appointment scheduled for the next day.
Late to Start My Appointment
- I arrived at the lawyer’s office 12 minutes in advance of my scheduled appointment. I introduced myself. The receptionist told me the lawyer was running 10 minutes late.
- I waited in the reception area until 17 minutes after the scheduled time to be greeted by the lawyer.
- As a professional courtesy, I would have thought given this lawyer’s use of technology that I would have received an email an hour prior to my allotted scheduled time to tell me that the clients before me had come 20 minutes late to their 30-minute consultation.
Lack of Privacy, No Confidentiality
- From my seat in the lawyer’s office, I could clearly hear the lawyer speaking to two clients in the glass-walled boardroom facing me. The lawyer recited the facts of their problem and I heard all the advice he provided to them. I heard the fees being discussed.
- The lawyer and the two clients exited the boardroom and discussed payment for the consultation and retainer fees right in front of me. I waited while the lawyer directed them as to how to make the payments.
No Idea About My Case
- The lawyer ushered me into the glass boardroom 22 minutes after the scheduled start of my appointment. He had a stapled batch of lined sheets of paper in front of him. He flipped to the next blank sheet.
- He admitted that he had not read my 6 sentence summary about my problem sent the prior week.
- I cancelled the appointment and did not pay the reduced rate fee of $99 + taxes for the 30 minutes of my wasted time.
If you have a family law problem and want to speak to Lorisa Stein in person on time and fully focussed on your needs, call Lorisa at 416 596-8081 or send her a confidential email from the Contact Page. She will respond to you as soon as possible