Cradle to Grave - How to Handle Assignments in a Way That Improves Customer Service

I tell the clients we handle everything cradle to grave.  But what do I mean by that?  I'm not just talking about picking up an assignment and serving it.  I am talking about a whole lot more, and in so doing I am giving the client far better customer service

Keep in mind what I am suggesting requires that you train the client and educate them upfront so that you alleviate their anxiety and answer any concerns they might have.  I usually do so during the initial contact.

I tell the client that we handle the assignment from cradle to grave, and this entails the following:

Pick up the assignment
Attempt service
If the service address is bad, conduct a relocation search to find a better address
Attempt service at additional addresses
Draft any documents (affidavits, orders, motions, etc.) needed to complete service
Stake out (if necessary)
Notify client of service completion
Filing of Return of service

This is not all-inclusive as certain factors may require other types of services be conducted, but the point is that all of this is done without much consultation or zero consultation with the client (in some cases).  The philosophy behind this is that it is my job to handle service of process.  Anything I can do to make that seen through to completion without involving the client, I will.  It takes it out of their hair, allows them more time to work on other matters, and it keeps the assignment moving forward rather than waiting for approval and authorization from the client to go on to the next logical step.

Keep in mind, however, I do not take any actions I am clearly not allowed to do without their authorization, such as file motions or attempt to act within what is exclusively the domain of the attorney.  And this takes a bit of experience and considerable knowledge of the laws regarding procedural due process under the law.  So study up on what you can do and what you are allowed to do.

So, given that thought, should you attempt to follow the same philosophy.  Yes, you should.  Handle any problems within your scope of responsibility that you know how to handle, and finish the assignment without having to constantly get clearance and input from the client.  I know that sounds controversial, but it can be done, and the clients (once they are used to it) will come to expect it, will come to rely upon you to do so on every assignment, and it is an automatic "up sell" of additional services without having to wait for approval.  Lastly, over time your clients begin to perceive you as an expert and a professional, and they will let you do the assignment the way you think is best, without worry, to its logical and quick conclusion.

Check out "The Business End of Process Service" available through Amazon.com.  Just click this link http://www.amazon.com/Business-End-Process-Service-Running/dp/1478117869/ref=sr_1_1?ie=UTF8&qid=1442067464&sr=8-1&keywords=the+business+end+of+process+service