Internal Firm Feedback
Just a little bit more explanation of the services and why they are how much they are.
Interviewer: With all of these options available, what specifically caused you to choose this firm?
Client: I literally typed in family law, and it said family in it, and that's what I was going for. I said, "It was the first one. If this one doesn't work or if I'm too busy, then I'll just Google and look for another one."
Interviewer: If you had to rate your initial contact experience on a scale of one to 10, what would you rate it?
Client: I think a seven.
Interviewer: Is there anything that would've made it a 10?
Client: Maybe something face-to-face instead of just on the phone. It just felt a little impersonal with all the phone calls and emails. Maybe just having someone actually face to face to be able to talk to.
Interviewer: If you had to rate your retainer agreement experience on a scale of one to 10, what would you rate it?
Client: I mean, it wasn't terrible. So, I would say an eight. It was helpful but still overwhelming.
Interviewer: Is there anything that could've made it a 10?
Client: Just a little bit more explanation of the services and why they are how much they are.
Interviewer: How was the service process different than what you were expecting?
Client: So much longer. It felt so long, and so drawn out. So overwhelming with the amount of information that was needed. And I understand it's a legal document, so you need as much information as possible. But I had no clue it was going to keep going and going.
Client: I didn't realize that she has a law clerk who does all the stuff for her. When you respond to emails, you have to 'reply all' because the clerk has to be BCC on all of them because she's also helping handle everything. Once I realized that, that was fine. Sometimes, it was hard, too, because I would get a random email, and I didn't know who it was from until I read that it was from the law group. Having to make sure that none of those ended up in my junk email.
Client: The whole process is frustrating because there is so much information that is needed. And the back and forth, it got to a point where my ex couldn't even afford a lawyer anymore because it was just so much back and forth. And so much stuff to be filled out. He couldn't even afford it anymore. If I wouldn't have had my parents helping out, I wouldn't have been able to do it either.
Interviewer: Did you feel that they made it as easy as possible for you?
Client: In the beginning, no, because I had to fill out question after question. Going back ten years and having to think about some of this stuff was like, "I don't know, why is this relevant?" So maybe more clarification as to, "This is why we're asking this question. It'll help you at this point." Having to fill out the stuff that didn't feel necessary because it was never a part of our agreement. We'd figure that out on our own.
Interviewer: So, just having that explanation would have been helpful?
Client: Yeah, because the forms are basically just forms. You have to put your life insurance information. What my balance in my bank account was ten years ago. And I understand you want to know how much money I came into the relationship with. I don't have a damn clue. Some of that was hard to figure out.
Interviewer: How would you describe Kaila's personality to a friend?
Client: I don't know if it's just a lawyer thing, but just a little on the monotone. Not a lot of emotion. You'd get a laugh every now and then, but I know that she's business, and that's what you're there for. You're not there to joke around. She doesn't want to waste my time because I'm paying for it, and she's got other stuff to do, too. I wasn't expecting your best buddy buddy to be on the phone with you, but like professional about it. So, not super rude or anything, but just very monotone. No emotion. You don't have emotion in this because you're not really vested in it.
Interviewer: If you had to rate the closing process or how everything was wrapped up on a scale of one to 10, what would you rate it?
Client: I'd say an eight. Only because there were a couple of times I had messaged her. At one point, I had waited over a month to hear from her as to where they were at. But I emailed her, and she did say that they had a couple of emergency situations that they had to deal with, which is fine. But I feel like having to sit and wait and then be the first one to do the contact kind of sucks. If you're going to be behind or if you're not able to do it, just let me know. And then that way, I'm not worried.
Client: I literally typed in family law, and it said family in it, and that's what I was going for. I said, "It was the first one. If this one doesn't work or if I'm too busy, then I'll just Google and look for another one."
Interviewer: If you had to rate your initial contact experience on a scale of one to 10, what would you rate it?
Client: I think a seven.
Interviewer: Is there anything that would've made it a 10?
Client: Maybe something face-to-face instead of just on the phone. It just felt a little impersonal with all the phone calls and emails. Maybe just having someone actually face to face to be able to talk to.
Interviewer: If you had to rate your retainer agreement experience on a scale of one to 10, what would you rate it?
Client: I mean, it wasn't terrible. So, I would say an eight. It was helpful but still overwhelming.
Interviewer: Is there anything that could've made it a 10?
Client: Just a little bit more explanation of the services and why they are how much they are.
Interviewer: How was the service process different than what you were expecting?
Client: So much longer. It felt so long, and so drawn out. So overwhelming with the amount of information that was needed. And I understand it's a legal document, so you need as much information as possible. But I had no clue it was going to keep going and going.
Client: I didn't realize that she has a law clerk who does all the stuff for her. When you respond to emails, you have to 'reply all' because the clerk has to be BCC on all of them because she's also helping handle everything. Once I realized that, that was fine. Sometimes, it was hard, too, because I would get a random email, and I didn't know who it was from until I read that it was from the law group. Having to make sure that none of those ended up in my junk email.
Client: The whole process is frustrating because there is so much information that is needed. And the back and forth, it got to a point where my ex couldn't even afford a lawyer anymore because it was just so much back and forth. And so much stuff to be filled out. He couldn't even afford it anymore. If I wouldn't have had my parents helping out, I wouldn't have been able to do it either.
Interviewer: Did you feel that they made it as easy as possible for you?
Client: In the beginning, no, because I had to fill out question after question. Going back ten years and having to think about some of this stuff was like, "I don't know, why is this relevant?" So maybe more clarification as to, "This is why we're asking this question. It'll help you at this point." Having to fill out the stuff that didn't feel necessary because it was never a part of our agreement. We'd figure that out on our own.
Interviewer: So, just having that explanation would have been helpful?
Client: Yeah, because the forms are basically just forms. You have to put your life insurance information. What my balance in my bank account was ten years ago. And I understand you want to know how much money I came into the relationship with. I don't have a damn clue. Some of that was hard to figure out.
Interviewer: How would you describe Kaila's personality to a friend?
Client: I don't know if it's just a lawyer thing, but just a little on the monotone. Not a lot of emotion. You'd get a laugh every now and then, but I know that she's business, and that's what you're there for. You're not there to joke around. She doesn't want to waste my time because I'm paying for it, and she's got other stuff to do, too. I wasn't expecting your best buddy buddy to be on the phone with you, but like professional about it. So, not super rude or anything, but just very monotone. No emotion. You don't have emotion in this because you're not really vested in it.
Interviewer: If you had to rate the closing process or how everything was wrapped up on a scale of one to 10, what would you rate it?
Client: I'd say an eight. Only because there were a couple of times I had messaged her. At one point, I had waited over a month to hear from her as to where they were at. But I emailed her, and she did say that they had a couple of emergency situations that they had to deal with, which is fine. But I feel like having to sit and wait and then be the first one to do the contact kind of sucks. If you're going to be behind or if you're not able to do it, just let me know. And then that way, I'm not worried.
Contact Details
Family Law Group
1579, Hyde Park Road
London, ON, N6H 5L4
Phone: (519) 672-5953