Here's another fast and easily implemented office procedure that creates great client relations. At the start of an engagement, on that first meeting, introduce (with great dignity and respect) not just your lawyer associates, but your staff as well (as many as practicable). You don't have to have lengthy meetings. Just have something already in mind to say that gives a warm and confident feeling about others that might help you with the matter.
For instance, "This is my associate Mary W., who wrote a law review article on one of the big issues in your case." "I'd like to introduce you to my paralegal Duane E. who has worked with me for over 10 years on 99 cases similar to yours." How far down the line should you go?
We like, "This in Kathi L. our receptionist. She'll always get your urgent messages right to me." Or, "We hired Susan Q. to work in the mail room this summer because she's on the school track team, and in an emergency she can make it to the courthouse in less than 39 seconds."
Worth the time on a busy day? Definitely yes! Presenting your staff to your client creates a "you are part of the family" feeling and promotes a teamwork atmosphere that will help to carry you through the thick and thin of the representation.