A WHITE- GLOVED HAND WHY I STRIVE TO CONNECT WITH CLIENTS L ike many people,I hate going to the dentist. It’s an uncomfortable experience where I feel powerless. I don’t know anything about dentistry, and that lack of clarity can lead to anxiety. When a dentist or hygienist goes out of their way to explain to me what they are doing and make me feel comfortable with the process, I feel much better about the whole experience. Even when they have to tell me something I may not want to hear, I’m grateful for the straight talk. Just that little extra effort really puts my mind at ease. I bring this up because we try to do the same thing here at Emery Law Office. Our goal is to clear the fog surrounding legal issues so that you can focus on what really matters: getting better. We have some weird laws in Kentucky, and I wouldn’t expect anyone outside the legal profession to be able to make much sense of them. When somebody comes into our office, it’s usually the first time they’re dealing with a major auto accident. They’re stressed, confused, and hurting. On top of all that, they’re
This white-glove service extends to every member of our team. On top of getting to meet wonderful people, I get to work alongside a talented, dedicated staff every day. We all believe in what we do, and nobody hesitates to go above and
beyond for the people we are fortunate enough to serve. If we see an opportunity to offer some solace or comfort during a tough time, we never hesitate to go the extra mile. Maybe that involves an extra phone call or a small token to say we’re listening. Whatever form it takes, we’re more than happy to do it.
probably fielding calls from insurance agents or friends who “knew somebody in an accident.” Trying to navigate this process is no fun while in pain, and they could certainly use a helping hand. We strive to provide that hand. More than that, we want to learn about our clients as people. Maybe it’s a Kentucky thing, but I rarely have a meeting with a client where all we talk about is their case — don’t worry, I don’t charge by the hour. Now, don’t get me wrong, we leave no stone unturned when it comes to diligence in our work. But our clients aren’t just case file numbers; they’re members of our community. Maybe they’re having trouble with their teenager, and I’ll think “Hey, I’ve been there.” I’ll offer a word of encouragement, because I know how hard that phase can be. I’ll say, “I can tell you from experience that they don’t stay teenagers forever.” This sort of personal connection seems out of the ordinary in our industry, but in my opinion, it should be the norm.
“More than that, we want to
learn about our clients as people. Maybe it’s a Kentucky thing, but I rarely have a meeting with a client where all we talk about is their case — don’t worry, I don’t charge by the hour.”
Gestures like these may not be grand or fancy, but they mean a lot to us. We’re representing people going through a tough time, and it matters that we show all the care and compassion we can. Meeting and helping people, after all, is why I got into law in the first place.
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