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[Guidelines for service]
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Guidelines for client service:
Vision, values and mission statement
Excel in client representation
through continuous and integral team development, surpassing
international competitive standards, contributing thus to the wellbeing of our
society.
Our values:
 | Ethical |
| Excellence |
| Team Work |
| Success |
We believe that if we work as a
team with ethics and excellence, our firm will be successful in all we do.
Mission Statement: We will
select our clients according to our expertise, preparation and resources;
clearly identify their needs, expectations and goals, and keep the client
informed of our progress, to win the client’s confidence and recognition of an
excellent
representation..
How you can help us:
Just a short outline of how you (the client) can ensure that the bill is
within the parameters quoted and that you receive the quality of service which
you expect and have a right to. Clients who are proactive, cooperative and
solvent are usually the ones who get attention first.
If you want to be an "ideal" or "super" client, the following are some
suggestions which the staff and I have come up with:
- Make an appointment, rather than simply dropping in. Some days
dropping in is perfect, but we all have bad days. We don't like to make
a bad impression by not giving you good attention while you're in our office,
such as appearing distracted. So, if you know you're going to be in
town, find out when's a good time to visit.
- When you have an appointment, come prepared. This may be with a list
of questions, or simply a short sketch of the objectives you wish to reach.
It's also helpful for us to have a list of these questions in advance, so that
we can keep the meeting focused on your questions and answers, and questions
of our own generated by these questions. If you are coming for your first
visit, have a look at the following
checklist of questions
that you might want to ask in the meeting.
- Ask for a Letter
of Engagement from us.
- When we provide you with a list of documents that we need, please bring
ALL items on the list. We try to make sure that the list provided is
comprehensive, so that we don't waste a client's time going back and forth
asking for documents on a piecemeal basis. We do ask that clients do the
same for us, and provide us complete documentation. If you have a
problem obtaining a particular document, or you simply don't have it, then let
us know in advance, to see if we can come up with a solution. This
also means that you should gather the information before its absence generates
a crisis. Sometimes our office staff can help with preparing the
documents. BUT, remember, our time is valuable, and as a result the bill
will be higher. If you ask us to help with the preparation of documents,
please bear this in mind when you are presented with the bill.
- We are multitasking continually... this means that we may be juggling
things for 10 different clients in one day, and your paperwork is being worked
on in the order it arrived. There are times, also, when we are waiting
for paperwork to arrive back that was submitted to a government department,
and without having those particular papers back, we can't move on to the next
stage.
- Understand we are not magicians or the Godfather. Our charm does have
limits and sometimes the public servant in question does not cooperate to the
extent which we would like. At times, we can't make them move any
faster. Please bear with us through these patience-building experiences.
You have the right to expect from us professional, courteous and prompt
service. We do not, however, guarantee miracles.
- Try to educate yourself. It's true that you are in a foreign land,
and many things may not make sense to you. Additionally, you may have a
communication barrier because of the language - but the better educated you
are about your own situation, the easier you make it for us. You may
find that internet chat sites and other people's experience can provide you
with valuable information.
- Pay the bill. If you're not happy with the bill, then let us know why.
Communication is key in our professional relationship with clients, and we
can't provide explanations to questions which aren't asked. Have a look
at our Billing Guidelines for more information.
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Last
modified
03-Jul-2009 17:40 -0400
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