Client Service

“Whatever It Takes”: McLane’s Client Service Program

It is our vision to achieve a complete understanding of each client’s objectives and devise competitive and customized solutions to anticipate and respond to those needs. Our goal is to exceed the expectations of our clients.

All of our attorneys and staff recognize that we need to do “Whatever It Takes.” Many law firms talk about client service. We do more than talk. Everyone at McLane is striving to exceed client expectations. Client service is part of McLane’s culture.

In addition to our Client Commitment, we have instituted a number of initiatives that help us continue to improve each client’s experience. For example, throughout the year we conduct live client interviews and mail client satisfaction questionnaires. These informative surveys provide a forum for clients to let us know how we are serving them in all areas – from legal services, to billing practices, to secretarial responsiveness. This data is summarized, communicated to everyone at the firm, and acted upon as needed. Continuous and direct feedback from our clients helps us identify areas which may need to be improved, but also reminds us of what we do well, so we continue to uphold those standards. Additionally, we are always working to enhance our technology, our facilities and our practices so they are as client-friendly as possible.

Our Client Commitment

Quality

McLane promises you the highest quality legal services available, coupled with innovative strategies and a commitment to professional and ethical standards. You can expect complete objectivity and confidentiality and will always be assisted by polite, responsible and knowledgeable people.

Commitment

Recognizing that each client is unique, we seek to acquire a high level of understanding of your individual goals. In response to these needs, when appropriate, we will assemble interdisciplinary teams of lawyers with expertise in relevant areas to help you achieve your objectives in the most strategic, cost-effective and comprehensive manner possible. We are committed to understanding your legal challenge, your company and your industry – delivering a result that fits your personal needs or business strategy.

Communication

All communication will be clear, concise and timely. We promise straightforward communication regarding fees, costs, risks and outcomes. We will work with you and communicate to avoid surprise.

Fair Fees

We work with you to provide cost containment strategies, to meet budgets and projections, and manage cost savings wherever possible. Through counseling and communication, we will efficiently manage resources and costs based on a solid strategy. We will continuously keep you informed of any changes that may impact the fees you expect to pay.

Evaluation

We need to know how we are doing in your eyes. We will continue to seek your views, listen to your needs and take action based on them. We will work with you to put a feedback process in place that meets your needs.

Resolution of Discord

We ensure that any professional, technical or service problem will be addressed promptly.