Percent Served Matters When Serving Legal Process
Last week we shared with you the priorities of a paralegal at a large Florida firm. She told us that she cares about "our ability to consistently get the job done, even in unusual circumstances. To do it on time, and to give her confidence that we are on the same team."
This week we heard from Doreen, a manager at a large national firm. She was extremely frustrated with the individuals or companies she had used to serve process before hiring us. The point here is not that she hired us - the point is that she had a very clear focus on what her requirements were. Actually, here are her words:
"Before we had the pleasure of working with Florida Litigation:
- Our percentage of served cases was in the 50th percentile
- There were issues with customer service
- Our returns were not being filed at court
- Process servers were not showing up for hearings
- And in general the process was inefficient.
"Florida Litigation increased our percentage of served cases in the first year to 85 percent. The issues we were experiencing have been eliminated. We are provided with excellent customer service."
Doreen cares about the percent served, an efficient process – and excellent customer service. She's much too busy to deal with servers who fail to appear or to properly serve jobs.
Once again, we recognize the fact that we were wrong - it's not entirely about price. Our clients are clear about their expectations, some of which go beyond "price" to the total cost of properly executing service of process.