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Firefly Legal

Aug 9 2013

10 Ways to Keep Civil Process Service Clients Happy

As anyone who is involved with civil process service knows, the concept of serving papers is a simple one, but the business of it can be pretty complicated, especially if it handles civil process service nationwide. Here are 10 ways Firefly Legal stays successful and keeps their civil process service clients happy.

1. Know & Abide by Civil Process Rules & Regulations 

Not much is worse for a client than to send documents out for service and not have the server abide by the state’s regulations.  Not abiding by rules can jeoparidize not only the service, but the clients’ case, as well. At Firefly, our Civil Process Supervisor, Randy Mucha, is always on top of civil process rules and regulations, which vary by state and can change. He is a member of the executive board on ILAPPS, the Illinois Association of Professional Process Servers. He stays up to speed with what’s going on in civil process service in Illinois, as well as in all of the other states we service. Beyond that, Randy makes sure that our civil process servers, and any vendors we work with, are aware of the regulations and  that they abide by them.

2. No Cutting Corners

In this business, ethical, honest process servers are highly important. We don’t cut corners, and we don’t promise the world. Our servers take detailed notes that get included on the affidavit. They make multiple attempts if they’re not able to reach the defendant. Our civil process servers are diligent, hardworking, honest, and professional. We don’t tolerate rude behavior, and we don’t tolerate sloppy service. For us, it has to not just meet the minimum standards, but the service we provide has to be top notch.

3. Regular Self-Reporting

It’s easy to say that our servers are top notch, but it’s another thing to prove it. Firefly conducts regular self-reporting to make sure that everything we do is up to par. We keep track of serve times, non-serves, and a number of in-office quality controls. Beyond our own reporting, we also provide our clients performance reports. It’s important to us that our clients know we’re listening, and we’re paying attention.

4. Firefly Respects & Listens to Clients 

At Firefly, we see our clients as business partners. We’re on their side. When they need something done, we’re happy to do it. When last minute changes are imposed by our clients’ clients, we take action right away to get on board and to make our clients’ jobs easier. Recently, one of our largest clients told us “Thanks for getting this in place- for the record, I’m pretty sure you were the last of our vendors to hear about this, and the first to deliver a testable product. I really appreciate your prompt attention!” Whether it’s a change our IT department needs to complete, or a regulation change that must be communicated to our servers, we adapt with urgency.

5. We Don’t Rush Our Clients

When a potential client is considering using us, we understand that it’s a big decision. There are a lot of logistical changes that have to be made, and we know that’s not an easy switch. Instead of rushing our potential clients, we allow them to breathe. We try to be easy to work with and flexible. When the time does come that they want to switch to us, we make sure to carefully listen to their needs and implement them accordingly. We don’t rush through the on-boarding process, instead, we take the time to work through all of the questions. When we start processing work, things go much more smoothly.

6.  Open Communication

When our clients have questions on the status of service or need an update for their client, we make sure that we don’t leave them in the dark. Once we receive documents, we provide our clients with a confirmation. They know we’re ready to work on them. We also provide our clients multiple ways to get in touch with us: email (status@fireflylegal.com), phone (877-963-3534, option 2), and even with live chat on our website. Additionally, we offer a secure online website in which clients with a login can access their files.

7. Updated Technology

You need to email us documents? No problem. Firefly is up to date on the latest technology. You won’t hear us tell you no. Additionally, our servers are equipped with our own civil process service app. We were one of the first to come out with this technology, and we’ve stayed on top of it. Additionally, we offer our clients a secure online website to use to check the status of their files, print invoices, and download affidavits.  Our IT team can also build a bridge to make sure documents are transmitted seamlessly.

8. We Go the Extra Mile

At Firefly, our servers and court filers make sure that they are doing their job above and beyond what they’re paid to do- because they want to. We have a family atmosphere, which we talked about in our last blog post. Our court filers can pick up on a schedule that our clients dictate, not the other way around. Our filers offer to help, wait or whatever they can do to make things easier for our clients. Our servers are available when our clients need rush services. Our servers are prepared if they’re needed in court, and we follow up to make sure that they’ve done well. We work hard, and we’re proud of it.

9. We Admit When We’re Wrong

We’re human. Though we would love to tell our clients that we’re never going to make a mistake, we know that’s just not true. We try to stay on top of things so we can intervene before mistakes happen, but sometimes they do. When that happens, we own up to our mistakes and learn from them. Any time something doesn’t go as planned, we look at it as a learning experience where we can gain something positive from the experience. We’ve found our clients appreciate our accountability. We don’t engage in the blame game, and we make sure our clients’ needs are met- bottom line.

 10. We Stand By Our Service

We’ve been in the business since 1996, and we wouldn’t be in it if we weren’t passionate about what we do. We care about our clients. We know that we’re carrying out due process. We’re about honesty, integrity, fairness and good old fashioned hard work. And we stand by it. If our clients are ever unhappy with our service, we evaluate the situation and see where things went wrong. We welcome open lines of communication. If we made a mistake, we admit it, fix it, and make sure our clients leave the situation satisfied with the outcome. If that means giving them their money back or trying the serve again at no charge, we do it. We’re not afraid to stand by our service.

These are the ways we keep our clients happy. What feedback have you heard from clients? Let’s talk about it. Comment here or let us know on Twitter or Facebook. We’re listening!

2 comments

2 Comments

  1. Kenneth Higdon - The Higdon Agency, Investigations & Process Service says:

    I glad to see the ethics of my fellow Process Servers.
    Also a couple points, I will incorporate into my Service.
    Keep up the good work for all of us.

    The Higdon Agency
    Investigations & Process Service
    Alabama, USA

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