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Working Together

this is

THIS IS ABOUT HOW WE work WITH YOU.

ABOUT HOW WE WISH

TO delight YOU WITH OUR SERVICE.

ABOUT HOW WE WANT YOU

TO tell PEOPLE ABOUT HOW WE delighted YOU.

this may sound obvious BUT NOT ALL LAW FIRMS ARE ALIKE

our golden rules

of client care

5

We aim to reply to all letters, emails and telephone calls quickly and efficiently.

1

Telephone calls and emails will be returned by the end of the working day – even if the office is closed and almost everyone has gone home.

We will keep you informed of progress of your move at

regular intervals.

2

Realistically, that won’t be every day, but we’ll do our best to tell you first before you feel the

need to contact us.

If you not to shoot the messenger will let you know of any

delays and explain the reasons.

3

We will explain in writing the effect of any important documents.

4

We will positively encourage you to ask questions if there is anything you are unsure about.

?

You will never be ambushed by additional charges.

5

The fixed fees you have received will never be increased- never, never, never. We stand and fall by

our fixed fee guarantee with no hidden extras...

Full stop.

a few things you can do

To help us.

speak loudly or use exaggerated hand signals if

need be

Tell us if you have any important time limits

(that means before they happen)

Make sure we have understood each other correctly.

Ask us if you are unsure about anything.

Keep in regular touch. Don’t feel afraid to ask for a further progress report if you are worried about anything or

do not hear from us when you expect.

Help us plan our working day.

Email is always appreciated and use the telephone as well, but please make an appointment if you

want to see someone to avoid a wasted journey.

Throwing stones at our windows is unlikely to grab

our immediate attention

Please ensure that all information you provide is

true and accurate.

And not misleading to the best of your knowledge, information and belief.

We need to use that information to keep others in

the chain in the picture.

Mortgage lenders also rely on information we give them provided by you.

moving home is

Stressful.

we want to make your move as stress

free as possible

CLUTTON COX SAYS… relax!

if we get it

Wrong...

Every piece of feedback is priceless

And an opportunity to show we’re open, we’re listening and show you we really, really care.

So if anything is just not right please

tell us as soon as possible. (and we mean anything)

And if that doesn’t resolve it, well the top man, Paul Hajek,

will look into it for you.

and if even his powers of healing are not enough we’ll

give you another number to ring

but if we get it

right...

It’ll be a great experience for you and great fun for us

We’re lucky to have you as clients

And by the end of your move we hope you’ll say you were lucky to have us as your lawyers.

By the power of the internet this presentation is available for sharing. We

would love it if you shared this with your family, friends and colleagues.

No harm in a little envy, is there?

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www.cluttoncox.co.uk