Cordell & Cordell aims to satisfy every client. We know going through divorce is rarely easy. During these difficult times, we hope to provide a beneficial service that helps alleviate some of the stresses tied to divorce.
In order to ensure quality service, Cordell & Cordell reviews its employees and legal process continuously.
Integrity and efficiency are a paramount concern at Cordell & Cordell. This being said, we’d like to walk you through the Cordell & Cordell reviews process and all that goes into our customer service.
- Cordell & Cordell Review Process
- Cordell & Cordell Reviews: Partners for Performance
- Cordell & Cordell Solicitor Reviews
- Cordell & Cordell’s Commitment to Practice Quality and Premium Client Service
- Cordell & Cordell Reviews for Continuous Improvement
- Cordell & Cordell Office Reviews
We hold Cordell & Cordell solicitors to the utmost standards. Every solicitor with the firm must undergo a rigorous review process twice annually. These reviews are administered by a Partner and are essential to the efficiency of Cordell & Cordell.
Each review comes complete with its own dashboard of performance metrics, records of total satisfied clients, and a calculated ratio of satisfied clients.
If a client is not happy with a solicitor of ours, we know about it. We make it our business to know who is satisfied and, perhaps more importantly, who is not. When it comes to our solicitors and their respective clients, we keep our finger on the pulse.
Partners establish standards for performance that must be met or exceeded by solicitors. It’s up to our solicitors to uphold the Cordell & Cordell name. Through highly involved Partners, we bring out the best of our solicitors and, in turn, our firm.
Partners bring gravity to the process, a solemnity. Their presence underscores the need to perform well under review. And, if standards aren’t met, the Partners know about it immediately. This is the catalyst to our efficiency.
Solicitors with the firm undergo periodic review of their credentials, so the solicitors all maintain their qualifications. Everyone needs to be on the same page.
Our solicitors go the extra mile. Whenever there are continuing professional education credits to be earned, community service requirements or tests and exams to be passed, the solicitors are well-prepared and licensed to practice wherever Cordell & Cordell is located.
In addition to its regularly scheduled solicitor reviews, the firm also utilizes a Practice Quality Department to provide a constant stream of real-time performance analysis and feedback.
The Practice Quality Department is headed by experienced litigation counsel and is comprised of two divisions – Practice Proficiency and Client Care.
The Practice Proficiency Division is responsible for oversight of the firm’s standards of litigation practices, ensuring that they are updated to keep the firm on the forefront of high-quality representation and utilizing various systems and procedures to ensure that every firm solicitor adheres to those standards.
The Client Care Division, our customer service center, is responsible for the Cordell & Cordell Ratings process. Actual clients of each solicitor are routinely interviewed at periodic intervals for their honest assessments of their solicitor’s performance and professional demeanor. This process is in place to ensure if there is a Cordell & Cordell complaint that the issue is resolved and we improve our process.
We want to hear your thoughts. You’ll get you the service you desire, and it will improve our process for future clients.
The results of these interviews are entered and considered as part of the total Cordell & Cordell Rating. When informed by real customer experience, customer service can be improved and high quality relationships maintained.
Efforts to improve service and achieve business excellence rely on a step-by-step process known as “Continuous Improvement.” The steps to our Continuous Improvement include:
Continuous Improvement is cyclical. The Assessment that occurs at the end then informs the Planning for the next cycle. It enables the honing of procedures and selection of resources, as well as the allocation of assets which results in better service.
Cordell & Cordell ratings represent a wonderful opportunity to assess each solicitor and guide them to better practices.
In addition to individual solicitor ratings, every office must undergo the Cordell & Cordell Performance Review. With offices throughout the country, this is vital to a united Cordell & Cordell front.
Some critical factors come under scrutiny and these reveal methods and practices that are ripe for improvement. The following are examined during our office reviews:
- Strict financial controls and accounting;
- Warm, friendly customer service;
- Spacious, private offices;
- Ample parking;
- A comfortable and quiet physical space;
- Fast and accurate computers;
- Secure, speedy networks; and
- Many other factors are also measured.
The results guide directions for improvement so that every office looks and performs its best, from the receptionist to the reproduction center.