The reception room is pleasantly decorated with adequate space and comfortable chairs. The reception room is visible to the receptionist so that all waiting clients and activity can be monitored. The reception room contains current reading material of interest to the firm's client population. All law office staff present a positive, professional image of the firm and treat clients with courtesy and concern. Personal conversations among staff are conducted out of the hearing of clients.
Staff conducts periodic maintenance and safety inspections of the office facilities.
The law office has written material available to clients explaining the firm's services, appointment procedures, billing procedures, and other pertinent administrative aspects of the firm. The office has a client representative or other administrative person identified to clients as a source for information, problem solving, etc. The firm conducts periodic client surveys to determine the level of client satisfaction with firm services. The firm has a client complaint procedure which includes mechanisms for documenting, resolving and monitoring all client complaints. Lawyers are notified of all service-related complaints from clients.