The firm has scheduling guidelines to help determine the amount of time necessary to schedule for particular types of appointments, appointments with particular lawyers, etc. Clients are seen by the lawyer within 20 minutes of their appointment time. Clients are informed and given the opportunity to reschedule if their lawyer is running late. The firm conducts periodic time studies to monitor waiting time and takes corrective action when unreasonable waiting times are identified. The firm has an adequate number of telephone lines to allow clients to contact the office without delay.
Staff makes a positive, professional impression in answering the telephone.
Callers are told when their calls are being transferred to another extension to avoid any questions about whether they have been disconnected. Callers are told approximately when their calls will be returned by the lawyer if they are not handled immediately. Staff are careful not to build a barrier between clients and lawyers by screening calls too aggressively. Legal questions, including the client's reason for seeing the lawyer, are discussed in private, not where the conversation may be overheard by other clients. Billing matters are discussed with clients in private, not where the conversation may be overheard by other clients.