Internal Firm Feedback
Sometimes I needed to push for resolution, push for suggestions.
Note: Voices were altered to protect client privacy.
Client: I do have one suggestion. I know you asked for my first thought, but I would have liked a little bit more suggestions from him. Okay, this scenario is happening right now. What are my options? There were times when I didn't feel I was getting that. It was just like, whatever I want, he'll do for me, which is great. But because I had never been through a divorce before and there was so much at stake because it was like 25 years of everything and two kids and post-secondary and the house and whatever, there was just a couple of times, just a couple that I felt that more options, I'm sure, could have been available to me. Because I do recall, I was almost feeling short-tempered. So I wrote something, and then we did finally come back and say, wait, why don't we do this?
Interviewer: You wanted him to take the reins more as opposed to letting you...
Client: Yeah, like all the way through and just say, I've experienced this with this couple. Why don't we do that? Or can I suggest this as a bargaining tool? Or let's do it this way, or what do you think of this? I didn't feel warm and fuzzy with that topic, I got to say, but absolutely amazing, like five-star. But at the time, yeah, I felt, oh, my God, I'm getting screwed because he's only doing what I ask. I don't know other options. I can't think of other options because my head is so full. But yeah, just the odd times. But the majority was, oh, my God, five stars.
Interviewer: Is there anything that surprised you during this entire process?
Client: No. I would, again, just reiterate that retainer. That was the only thing that threw me off. And again, maybe it's because I don't know the process, but it was that plus the amount and always needing to keep my balance up to that amount every month. So I'd have to pay them and then basically increase my retainer back up to its starting point.
Client: But they would spell it out for me right on the invoices. So it's very clear, no questions of where this is coming from.
Interviewer: How would you rate them on expertise?
Client: Ten. Sorry. No, I am going to back that up. I'm going to change that to a nine.
Interviewer: Okay. And can I ask why?
Client: Only because I felt that sometimes I needed to push for resolution, push for suggestions, not just, okay, it's how I want to do it because I don't know. So I was looking for more sometimes from them. Yeah, I'm going to put it down to a nine.
Client: The one really that stood out in my mind was just a little bit more of that suggestion, way to go. Options. I've experienced this. This is how they did it, or however he wants to word it, whatever. But I just feel there could have been just a little bit more of that.
Interviewer: Can you think of two or three things that they could have done better to make your experience better?
Client: Only because of the time, the odd Zoom would have just felt that much more personable because you don't get to see them, or at least provide the option. Do you feel comfortable staring at me or talking to me, or do you just want it over the phone? Some people prefer not to see, and they can talk more freely without looking at the other person, but I would have liked that option.
Interviewer: Can I ask what your experience was like with this call? What you expected versus how it turned out?
Client: So I'm not prepared for this call. Like, I ramble, I know that, but I didn't expect, honestly, for my mind to have been very memorable of it, of the whole ordeal because it's like a bad accident I felt like I went through. I actually am impressed by how much detail I do recall, and I feel that some of the suggestions I came up with are actually really good. I feel that I gave very good feedback to them, and I do hope somehow it gets back to them because I do appreciate working with them.
Client: I know it's anonymous and all that kind of stuff, and that's fine, but I hope you do suggest the whole Zoom thing because friends have friends all around the world and within Ontario even. It's huge. So, someone in Sault Ste. Marie can at least contact these guys and do it virtually and be happy. Hopefully just as happy and satisfied as I was with them. And yes, I agree, if you have a local lawyer, you can try them if you want or whatever, but this way, I think the way the world's going, I hope they keep the virtual option available.
Interviewer: You wanted him to take the reins more as opposed to letting you...
Client: Yeah, like all the way through and just say, I've experienced this with this couple. Why don't we do that? Or can I suggest this as a bargaining tool? Or let's do it this way, or what do you think of this? I didn't feel warm and fuzzy with that topic, I got to say, but absolutely amazing, like five-star. But at the time, yeah, I felt, oh, my God, I'm getting screwed because he's only doing what I ask. I don't know other options. I can't think of other options because my head is so full. But yeah, just the odd times. But the majority was, oh, my God, five stars.
Interviewer: Is there anything that surprised you during this entire process?
Client: No. I would, again, just reiterate that retainer. That was the only thing that threw me off. And again, maybe it's because I don't know the process, but it was that plus the amount and always needing to keep my balance up to that amount every month. So I'd have to pay them and then basically increase my retainer back up to its starting point.
Client: But they would spell it out for me right on the invoices. So it's very clear, no questions of where this is coming from.
Interviewer: How would you rate them on expertise?
Client: Ten. Sorry. No, I am going to back that up. I'm going to change that to a nine.
Interviewer: Okay. And can I ask why?
Client: Only because I felt that sometimes I needed to push for resolution, push for suggestions, not just, okay, it's how I want to do it because I don't know. So I was looking for more sometimes from them. Yeah, I'm going to put it down to a nine.
Client: The one really that stood out in my mind was just a little bit more of that suggestion, way to go. Options. I've experienced this. This is how they did it, or however he wants to word it, whatever. But I just feel there could have been just a little bit more of that.
Interviewer: Can you think of two or three things that they could have done better to make your experience better?
Client: Only because of the time, the odd Zoom would have just felt that much more personable because you don't get to see them, or at least provide the option. Do you feel comfortable staring at me or talking to me, or do you just want it over the phone? Some people prefer not to see, and they can talk more freely without looking at the other person, but I would have liked that option.
Interviewer: Can I ask what your experience was like with this call? What you expected versus how it turned out?
Client: So I'm not prepared for this call. Like, I ramble, I know that, but I didn't expect, honestly, for my mind to have been very memorable of it, of the whole ordeal because it's like a bad accident I felt like I went through. I actually am impressed by how much detail I do recall, and I feel that some of the suggestions I came up with are actually really good. I feel that I gave very good feedback to them, and I do hope somehow it gets back to them because I do appreciate working with them.
Client: I know it's anonymous and all that kind of stuff, and that's fine, but I hope you do suggest the whole Zoom thing because friends have friends all around the world and within Ontario even. It's huge. So, someone in Sault Ste. Marie can at least contact these guys and do it virtually and be happy. Hopefully just as happy and satisfied as I was with them. And yes, I agree, if you have a local lawyer, you can try them if you want or whatever, but this way, I think the way the world's going, I hope they keep the virtual option available.
Contact Details
Family Law Group
1579, Hyde Park Road
London, ON, N6H 5L4
Phone: (519) 672-5953