Our core values are not just a list of bullet points. They are the very fabric of our organization. They are values that we talk about, that we share, and that we implement into our way of life in the office.
We strive to ensure that each person is working toward a common goal of advancing our clients’ interests. As part of that process, we all share in the responsibility that we have to each client to accomplish that objective.
We support each other, and instead of each of us approaching our work as a narrowly defined set of responsibilities, we approach our work with a global mindset with the shared responsibility of servicing our clients to the best of our ability to accomplish the best possible outcome we can.
Michael’s grandfather instilled in him at an early age the principle that “there is no substitute for hard work.” From the time he began working at the age of 13 pulling weeds in the neighborhood to earn money, Michael has firmly believed in the principles of hard work and diligence. He leads by example, and he expects and obtains from his employees similar effort for the firm’s clients.
Our exercise of diligence includes implementing case procedures, the regular use of checklists and priority lists, regularly scheduled communications with our clients and full reviews of client cases on a monthly basis. This hard work and diligence continues, as thoroughly explained above, when the client’s case reaches the settlement department.
We have genuine appreciation for our clients, as well as for our fellow employees. In our office, we recognize that our clients have many choices when it comes to selecting a law firm to represent them for their personal injury claim. From the very first call through the end of our clients’ case—and in some situations even after their case is over—our clients are treated with appreciation, respect and courtesy.
We also appreciate our fellow employees. We are very fortunate to have the group of people that we do working together for our clients. In fact, we refer to our group of employees as a family, and that is reflected in how we work together and how we enjoy and appreciate each other on a daily basis.
One of the most important qualities that we have is our integrity. No amount of money can buy integrity, and no amount of business success can result in integrity. It is something that takes commitment and discipline to establish. It is earned over an extended period of time by doing things the right way each and every time.
Integrity must be practiced every day, or it can be lost in an instant. We do not take shortcuts. We work hard and with transparency. We communicate diligently and regularly with our clients. At times, we have to share news with our clients that is not what they want to hear, but we do so promptly and honestly and in a manner that is empathetic to our clients.
The famous football coach Vince Lombardi said, “If we chase perfection, we can catch excellence.” As human beings, none of us is perfect, but that does not mean that we should not strive for perfection.
It is through striving for perfection that we establish our goals and procedures that allow us to attain the best possible service and outcome for our clients. Excellence is our goal. And yes, at times, we have provided service and accomplished results that our clients would characterize as perfection.
Accountability goes hand-in-hand with integrity. If you have integrity, you will have accountability. Since 2015, at the end of our clients’ cases, we have requested from each client that they complete a survey to evaluate the law firm, its employees, and its service in fifteen different categories. We also specifically ask what they liked best and least about their experience with the law firm.
In addition to personally reviewing each and every survey, Michael shares the client survey with each person in the law firm who worked on that client’s case. In many instances, Michael will personally meet with the client to discuss concerns that a client expressed. The results communicated to the firm in the surveys have led to modifications and improvements to previously existing procedures in the office, as well as improved communications with clients.
It is a value that is simply stated, much like “Treat people the way you would like to be treated.” But sometimes the simply stated values are not so easy to attain. The manner in which our office accomplishes this value is by having and exercising all of the above-mentioned values of teamwork, diligence, hard work, appreciation, integrity, excellence, and accountability.
When you have good people who possess and demonstrate those values, it shows. We are proud of the fact that approximately 30 to 40 percent of our cases are referred to us by past or existing clients. We are also proud of the feedback and reviews that our clients give us.
We know that the success of our law firm comes not from some measure like profit, but rather from the job that we do for our clients. That is measured by the level of service we provide, the outcome we accomplish on their case, and the diligence with which we do so.