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Does the receptionist know your name?


A: When you call your attorney's office, do they know who you are without asking you how to spell your name?

There's an old TV show called "Cheers" and in the title song it's about feeling good in a place where everybody knows your name.

Being in a solo practice, it's not only possible but it is the norm where I and my secretary know every single one of my clients. There is never an instance where we ask our clients "How do you spell your name?" in order to check the computer to see who is calling.

When you go to a big law firm or a midsize firm, it becomes impractical and in most instances, impossible for the staff to know and learn everybody's name.

For some people, that's not a big deal. For others it is.

Why might it be a big deal for some?

The reality is that we all want to feel special. We want people to drop what they're doing when we walked in the door or pick up the phone and call.

That feeling of being special is an important one and it's something that I recognize. That's one of the incredible benefits of working with an attorney who is either a solo practitioner or in a small law firm.

You may have heard the clichéd phrase lawyers often use in their advertising that "We give personal attention."

The reality is that lawyers say that because they don't know how to differentiate themselves from each other. We all want our clients to get personal attention when solving their legal problem.

However, how do you know if your lawyer can truly give you personal attention?

Can they give you personal attention if they're handling 100 cases? I leave that answer up to you to decide.
If an attorney is handling 200 cases, can they give you and your case personal attention? If the attorney tells you he takes only 20 cases per year specifically because he wants to devote his attention to each and every individual case, does that sound more plausible to you that you will get personal attention instead of someone who handles a large volume of cases?