For generations, law firms have been known for promoting office environments centered on productivity. In fact, many consider it the ambition of most law firms to emphasize billings, originations and results, seldom highlighting customer service.
However, at McDivitt Law Firm, the team uses a client-centric focus, in every aspect of the organization. Because of its commitment to providing the highest quality legal services, McDivitt Law Firm fosters an atmosphere that is positive, caring and constructive. “From the start, we have worked to put the client first. And the only way to achieve that is to ensure that we have an incredible team in place,” said attorney Mike McDivitt, who asked other people in the firm to explain how that works.
“We break down the invisible wall that makes it so hard for people to get access to the justice system,” said Brianna Oliver, manager of McDivitt’s intake department, which takes all new client calls. “The legal process can be overwhelming and complex, so we simplify that process for them while showing them the empathy and integrity that they deserve.”
McDivitt accomplishes this by vetting each new team member to ensure they embody the core values of the firm. Team members are then put through an extensive training so that every client receives individual care and attention. “It begins with training our team members to not only go above and beyond what clients may expect, but to train team members to understand ‘why’ this is so important,” said Lori Marin, the firm’s Director of Training. “We believe that legendary client service begins with ‘internal’ client service, and how we treat each other in the workplace. Our training department offers more than 20 hours of client service and internal service skill training to our team members as required curriculum. The result creates not only an outstanding experience for clients, but also a fantastic place to work. It all comes full circle in the firm’s commitment to people and outstanding education.”
Establishing a unified and valued workforce at the firm cultivates a genuinely compassionate approach to serving clients. Blending legal services with a personal level of support by taking the time to get to know each client and recognizing them as they come through the door, is a routine part of their business.
“I absolutely love working here. The passion and integrity of this company blows my mind every day,” said Kristin Becker, Workers Compensation Supervisor at McDivitt Law Firm, who has been with the firm for more than eight years. “Our client service principles are the foundation of McDivitt Law Firm. From the moment a client calls, we get to know the client and what’s going on. Our team members reassure clients that we are here to help them get back on their feet, and make a bad life experience better.”
Oliver added, “People contact us when they are going through a very rough period in their lives, through no fault of their own. What they are going through can be terrible, but their experience at McDivitt will help ease that unfortunate time in their lives by providing them a place where they are cared for and understood.”
McDivitt Law Firm works hard to make sure clients never feel like just a number, and they can be confident about what benefits are owed to them.
“Most of our clients have never been through something like this and we want them to feel that they have someone to talk to and trust,” Becker said. “Because each case is handled by a team who all really dig in and get involved, there is always someone available to answer questions.”
Additionally, Becker pointed out, because of the firm’s team structure, clients undergo fewer delays in obtaining service, and the cases are able to move along at a faster pace. Becker added, “We understand how stressful it can be so we are sure to call and check-in with clients regularly. One of our key objectives is keeping our clients informed and aware of everything going on.”
Recognizing every client is different and each case is unique, McDivitt Law strongly believes a team of great minds working collectively on each case makes a huge difference in the outcome.
“Our attorneys really fight to get our clients what they need,” Becker said. “Each team assigned to a case meets regularly to coordinate, update, and develop the best plan for each case. Everyone at McDivitt Law is devoted to working alongside our clients and pushing through to the end of the process for what’s right.”