Client care at GoodyBurrett
Client care is so important to us here at GoodyBurrett. Not only is it the right thing to do and we want to keep our clients happy, but there are also Statutory Requirements in relation to client care.
Delivery – We want to ensure that at the end of your matter, we arrive at the final outcome having kept our promises to you, our client.
Timeliness – We strive to do everything in a timely manner. If we are going to face delays due to outside influences beyond our control, you will be kept informed.
Keeping you informed – We will always provide you with comprehensive and accurate information in relation to your matter as and when we receive it.
Professionalism – Your matter will be dealt with by staff that are competent, knowledgeable, professional and client focused, who have a thorough understanding of your matter.
Staff attitude – All of our staff are approachable, friendly, and understanding of your needs. We will assist you in an open and transparent way.
At GoodyBurrett we have our Golden Principles:
# PUT YOURSELF IN THE CUSTOMER’S SITUATION – Have compassion and try to understand what the client is going through whilst remaining objective.
# FIND THE REAL ISSUE AND WHAT THE CLIENT NEEDS – Good communication skills are paramount along with the ability to listen to your client and really understand what the real issue is for them.
# INVOLVE THE CLIENT IN THE ANSWER – Talk to your client and understand their goals and outcomes.
# ACCEPT ACCOUNTABILITY – If there is a problem or an issue, personally deal with the problem as soon as you are aware of it.
# FOLLOW UP – if there has been a problem or an issue arise, once resolved, always make sure you check that the client is now satisfied.
In the words of Bill Gates,“ Your most unhappy customers are your greatest source of learning”. If we do not know what is wrong, we can’t fix it and learn from it. However, if we do not know what is right, we can’t do more of it. If there is something you are unhappy about, we need to hear from you to enable us to solve the issue. BUT … if there is something we are doing great, please do shout out to us and let us know, we’d love to hear from you too.