I think the primary reason for our success have been several.
The first is stability.
I mentioned earlier that we'd only lost three equity partners over the 32 years the firm
has been in existence.
What that has allowed us to do and a lot of them have been here from the beginning, as
I mentioned earlier.
But what has allowed us to do is to have a leadership, experienced firm-based in every
department that we operate, which makes running the firm easier.
It makes training new associates and integrating them in the firm much easier.
So I think the fact we've had all of these people stay for the entire time, a very important
part of what we do.
I think another and one has overlooked at a lot of times is service.
There are a lot of good lawyers in Metro Atlanta but not a lot of them provide good service,
firms or lawyers.
I hear more than anything else from clients that we deal with is that they really don't
get much service.
The range is anywhere from arrogance to just ignoring the client, and the clients are the
most important part.
We make a major emphasis of service to our clients to make sure they know what's going
on with their file, they are entitled to that anyway.
But you'd be surprised how many people never let people know what's going on in their case.
Obviously, that case is very important to that client.
We've instituted rules that say that you must return every phone call you receive within
24 hours.
If you are on trial or away, then your legal assistant is required to call that client
and let them know that the persons on trial.
If it's an emergency, they can call them at night.
If it's something another lawyer can handle, they can get another lawyer to help with that
problem or the legal assistant can help.
And we have gotten an awful lot of praise from clients for returning phone calls.
We all have direct dial numbers.
I mean I still get people who are amazed when they call and they get me directly or they
go into the switchboard if they don't know the direct number.
It doesn't go through a legal assistant.
It comes straight to me.
There's no screening of the calls.
I learned a long time ago if you're going to get bad calls, you're going to have to
return them anyway, so you might as well take them as they come.
We also have done a few different things to differentiate ourselves as well.
One of the biggest complaints we hear from clients, who come from big firms to us, and
those are our favorite ones because they've been charged a lot more money than what we
charge and do the same service.
We don't charge for postage.
We don't charge for parking.
We don't charge for computer time.
We don't charge what we consider to be overhead and the client does too.
I've had clients say charge me an extra hour during the month.
Just don't put that stuff down.
I was represented by a firm who did that and I didn't care what I was paying but I cared
about paying for that stuff.
So I think that being mindful of clients and what's important to them and trying to be
fair about what you charge.
I know all the experts will tell you if you charge for copies, you charge for postage,
you charge for all these other things, it adds a lot of money to your revenue.
But we have decided that it's better to forego that revenue and make the clients happy.
I've had clients come from big firms and one of the things that also has helped our success
is we've been able to have excellent attorneys who are very knowledgeable in their fields,
represent people at a lesser hourly rate than the rates they're charged downtown.
We are out in suburban Atlanta, and when I came to Cobb County in 1970, there were 150,000
people here.
Now there are over 750,000 people.
So we're not a small county.
But being here in suburbia, we don't have Italian marble in our elevators and all those
accoutrements, we just have an office.
We are able to charge less for the same service, and we think we give legal service when I
talk about the legal product, as the firms downtown and that's been very important to
us as well.
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