Attorney Michael de Broglio on: South Africa, Law, Politics, Attorneys, Sport, Photography, Technology, Gadgets, Media, Crime, Road Accidents Fund,
Divorce, Maintenance, Personal Injury, Medical Negligence
I think, when I look at our firm, De Broglio Inc, that there can be no doubt that clients are attracted to the firm given our track record of good results. However, what keep clients at a firm are not just good results, but service. In that regard, we have always emphasised on clients meeting with our attorneys as often as the client is able to and we have spent a considerable amount of money on IT and document management so that our clients receive an unparalleled customer service. It allows us to update our clients every two weeks as to the current status of their case, to instantly notify our clients via e-mail of a trial date or a development with the serious injury aspect of their case in terms of news that we may get from the opponents or the Health Professions Council. We also have reminder systems to remind our clients about medico legal appointments that they have to attend.
Without going into too much detail, if a medico legal report is received from a doctor that our client has seen today, it is scanned, it is loaded onto our document management system and within a minute or two our client receives an e-mail with a link so that they can access the report immediately. I don’t believe any of our competition is doing that, and of course we still post a copy of the report to our client, as well as give them a file at together with all of their medico legal reports in preparation for the trial. So, we do things the traditional way as well, but I don’t think one can underestimate the power in a day and age of instant gratification, of supplying clients immediately with their medico legal report in a matter as we receive it. I recently spent some time trying to think of how best to describe that in an advert, because in all of our adverts we have generally just spoken about the results that we achieve, but I do think that my advertising should also, at some time in the future, focus on the service that we provide to our clients because I honestly believe it is unparalleled, in our field, in South Africa.
Posted by Michael de Broglio on Tuesday 17-Jun-14
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Comments
Angelique said:
on Thursday 19-Jun-14 02:53 PM
I don't think you get more impressive than that! Service definitely retains clients, and I think it is a great idea in an advert to sum up what the client gets from us - their chosen attorneys! Best of all, they can hold us to it - because which potential client wouldn't want to stay updated with every step of their case? In this field you are always hearing complaints from family and friends that their attorneys never update them, call them back or even take their calls. Definitely not at De Broglio.
Brumilde said:
on Wednesday 18-Jun-14 01:56 PM
Innovation is the way forward for this company. Keeping with the times and making sure clients are up to date on everything
Kaylee said:
on Wednesday 18-Jun-14 10:01 AM
I really don't think that the system we have at De Broglio Inc. compares to any other firm I have worked for previously. It is great that you can find all the information on efile. It is really handy when you are at court and you need someone to quickly check something for you or send a document that you might not have and everything is a click away. I think our client's are kept in the loop every step of the way and I think people underestimate how much time it takes to send client emails with updates continuously, like I had to at my previous job, it takes away time that can be spent working on the actual matter and preparing the case for court.
Bianca R said:
on Tuesday 17-Jun-14 04:57 PM
The updating service that our firm provides to clients is absolutely fantastic. Clients often compliment the system as the moment we receive a report, the client has it. It is really a fantastic way to keep the client in the loop and also enables client's to keep a duplicate file for themselves at home. It is extremely important to keep all of the medico legal reports and by our system mailing same immediately to the clients, it is in an electronic format and less likely to be lost.
Juliet said:
on Tuesday 17-Jun-14 03:08 PM
I have seen many companies with excellent products close their doors because their customer service is poor. People make the mistake of thinking that because their product is popular now, it will always be in demand and they don't have to market it or look after the customers because it is just such an amazing product. But customer service is so crucial. The power of client service is often underestimated because it cannot always be measured like many other things eg you can measure that a staff member typed 100 letters and people like to see results which is why they ignore client service. This links to that article you sent out a few weeks ago about productivity.
Juliet said:
on Tuesday 17-Jun-14 03:08 PM
I have seen many companies with excellent products close their doors because their customer service is poor. People make the mistake of thinking that because their product is popular now, it will always be in demand and they don't have to market it or look after the customers because it is just such an amazing product. But customer service is so crucial. The power of client service is often underestimated because it cannot always be measured like many other things eg you can measure that a staff member typed 100 letters and people like to see results which is why they ignore client service. This links to that article you sent out a few weeks ago about productivity.
Johannesburg based attorney specializing in personal injury matters including Road Accident Fund claims and medical negligence matters. My interests include golf, reading and the internet and the way it is constantly developing. I have a passion for life and a desire for less stress!
