Our desire is to provide the best possible client service that meets our clients’ needs while responding to their concerns in a timely manner. In order to do so, we use the following methods to communicate directly with clients: telephone, voicemail, mail, email, and calendar invitations. In order to maintain attorney-client confidentiality and be as efficient as possible, we do not communicate with clients via text messages or social media.
Changes to Contact Information
As a client, it is your responsibility to notify the office in a timely manner of changes to any of your contact information. Failure to do so could delay the receipt of an important communication and negatively impact your matter.
Legal Service Updates and Letters
As a client, you will receive regular updates regarding your legal services. These updates, along with any invoices, are generally sent monthly and by mail. You may also receive letters documenting major changes and events that affect your matter. For events requiring your attendance or participation (i. e. court dates or meetings), we may also send you a calendar invitation to serve as a reminder.
Phone Calls
I would love to be available to personally receive every client call. However, to maintain a functional and efficient practice, most activities in my day are scheduled ahead of time to insure that they have my full attention. This includes phone calls with clients.
My administrative assistant is equipped to handle most routine matters and inquiries, and your call will always be held in the strictest confidence. If your issue does require speaking with me personally, then it is usually more efficient to schedule a phone conference or send a short email. This avoids the time that is wasted by playing phone tag and means that you will get my undivided attention (and not just a quick second between meetings). Scheduled calls will take precedence over returning messages and voicemails from unscheduled calls.
While email is often the most convenient method of communication, it can also be one of the greatest hindrances to productivity. For this reason, emails are generally checked once or twice a day, usually around midday and end of day, except weekends and holidays. My goal is to respond to most emails within 24 hours, unless your inquiry requires additional legal research.
My office may ask you to schedule a follow-up appointment, whether by phone or in person, if doing so would be more efficient than responding to a complex matter with a long email or series of emails.
Urgent Communications
Emergencies are rare, but they do happen. If the matter is urgent, you should call, rather than email, the office. If it is a true emergency, my assistant will interrupt me and ask that I take the call. Otherwise, she will politely insist on scheduling an appointment. Again, my assistant is well equipped to make such determinations.
Likewise, if I need to get your attention immediately, I will first call you, then follow up by email and/or regular mail.
* * * *
This policy applies only to those who have retained the services of Law Office of Maritza S. Nelson, LLC.
Prospective clients: We do not give legal advice over the phone or by email. You must schedule an appointment, and you must complete an intake form. With the exception of our estate planning clients, we represent small to mid-size businesses and non-profit organizations. Please browse our website for more information about our practice areas.