It's Not About the Paper (It's ALL About the Service)

Recently, a new client asked me to review an Estate Plan prepared by another attorney. Why would they be bringing it to another attorney for review? They had a nice folder full of documents, but more importantly, they had many unanswered questions and concerns. They weren't comfortable with their own estate plan!

The documents were reasonably well drafted, and contained language which clearly met the "industry standard." While my documents are different, and while maybe I could try to justify that they are somehow "better," the documents are not really the issue.

So what was the problem? It is a concern that seems to arise all too often. The attorney was unavailable to the client, not returning calls and not meeting with them after the first introduction and/or seminar. They were "boilerplate" and did not reflect a close connection with the client and their wishes. And perhaps most importantly, a significant source of frustration for the client was their lack of understanding of what the documents said, how they fit their particular circumstances, and what alternative provisions they might have.

"Legalese" in estate planning documents can be daunting, even as we have tried to make them more "plain English." But I don't think it is the documents, or the wording in them that is the real cause of the client's angst.

We are professional counselors and clients do not come to us just for document preparation. They come to us for our advice, experience, and expertise in applying the principles of our profession to their particular circumstances. They want, and deserve, some professional "TLC."

This is not a concept that is peculiar to lawyers. Lawyers, accountants, financial planners, bankers, brokers, insurance advisors and trust officers are subject to this concern. It is what separates us as professionals from technocrats. Certainly we produce and sell "products." And certainly, it is critical that the "product" that we produce for clients be superior. But it is not really the product that our clients seek. It is a personal relationship in which we impart some wisdom, borne of our years of training, experience and the relationships we have forged with clients.

As another year nears its end, I am moved to re-commit myself to provide superior service to clients. To me this means to listen carefully to their concerns and needs, to be responsive to their calls, questions and concerns, and to try to create and maintain that special relationship that makes us professional advisors. I hope you'll all join me in this commitment.

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Do You Really Want To Read About More Year End Strategies?

Rather than add to your stack of already informative “tips, tricks, traps” and other year end tax and financial strategies, I will make this an opportunity to reflect on some personal and informal issues.

Our firm held its annual meeting on November 17 and 18.  One topic involved marketing.  We have a diverse mix of areas of practice, and styles.  During our discussion, I was impressed by a recurring theme:  relationships.  Clearly, our most effective “marketing” approach has been the development and maintenance of quality professional relationships with our clients and, importantly, our professional colleagues.

 I want to thank all of you who have been sources of information and support (and in many instances, for your friendship) over the years.  I also want to thank you for providing our clients with top quality service when we have been able to refer them--and for the trust and confidence you place in us when you refer your important clients to us.

I would like to take this opportunity to do something I do not do often enough:  tell you a little about some of the services my firm can provide to you and your clients which I may not personally provide.

We are a 9-lawyer firm with offices in Saginaw and Frankenmuth.  In addition to the Business, Tax, Elder Law and Estate Planning, Probate and Trust Administration  you are accustomed to hearing me tout, we offer a number of other important services to our clients.

Our attorneys represent individuals, businesses and institutional clients in real estate, municipal, bankruptcy, and litigation.  We have trial lawyers in the firm who are highly skilled and have years of courtroom experience in commercial and personal matters (including accident and personal injury, construction, business disputes).  We do adoptions.  We represent clients in municipal matters, including zoning, condemnation and Michigan Tax Tribunal work.  We represent clients doing real estate development, and establish condominiums, but are equally able to assist individuals in personal real estate purchases, sales and leases.  And of course, we handle Probate and Trust Administration.

 I hope you will continue to consider us a resource for any legal problem or issue you may have.  I will be happy to discuss any of these issues which may arise for you or your clients from time to time and if I cannot address them directly, will refer you to one of my partners.

Finally, I want to wish you a blessed holiday season, and a happy, successful and profitable New Year.

This Newsletter is intended to be informational, only and does not constitute legal advice.  If you have questions, concerns or comments, please contact me at: arichards@smithbovill.com, or by Telephone at 989-652-9923.

Andy Richards

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