What Kind of Service Are Your Clients Entitled To?

On the heels of my post earlier this week, I received an email from JetBlue yesterday with the subject line, “An Apology From JetBlue Airlines.” (No, I wasn’t one of the passengers traveling during the storm earlier this month)

The email indicated that JetBlue was “embarrassed” and “deeply sorry” for the “unacceptable delays” and “major inconveniences” JetBlue’s passengers were subjected to after the storm last week. The message reiterated that JetBlue was founded to “bring humanity back to air travel” and acknowledged that they “failed to deliver on that promise last week.”

After acknowledging the mistakes that were made, the email went on to reiterate JetBlue’s commitment to its customers, stating that corrective actions were being taken, and announced JetBlue’s “Customer Bill of Rights.”

Here in New York, Section 1210.1 of the Joint Rules of the Appellate Division sets forth the Statement of Client’s Rights. This statement covers the basics: the right to be treated with courtesy, the right to be charged a reasonable fee, the right to have a competent attorney handle your matter, the right to be kept informed and to have your concerns addressed, the right to privacy, etc.

Although lawyers cannot guarantee results, they can ensure that their clients receive a certain level of service. Can you take it further than the basics? What can you put in your client bill of rights to ensure that they receive excellent service? What are you willing to guarantee your clients?

If you’re interested in learning how to grow your practice and focus on your clients’ needs – without spending an arm and a leg, check out my upcoming teleseminar series beginning on February 27: “How to Grow Your Law Practice on a Shoestring Budget.”