Emily, from our award-winning First Impressions Team, shares her thoughts on what it’s like to contact The Family Law Company for the first time, whether you’re calling, emailing, or walking through our doors.
I’m part of the New Client Experience team here at the Family Law Company. I’m a receptionist and one of the first people a potential new client speaks to when they contact us for advice and guidance. We call ourselves the First Impressions Team because that’s precisely what we are: your first connection to our growing team of family law specialists.
We pride ourselves on our client experience, and in June, that pride turned into celebration when we won two awards at the Cornwall Law Society Awards: one for Client Experience and a special Judges Award for standing out in our care and attention we provide our clients.
What happens when you first speak to us?
You may have reached out about a divorce, but you don’t know what to do next. The first thing to know is, you’re not alone. Whoever you speak to from the team, we will try our very best to put you at ease. We will take your details, ask a few questions about your situation, and then our New Client Call Team will be on hand to call you back as soon as possible and will then go through a few more steps with you to make sure we choose the right person to help and advise you.
We’ll also share practical tips on what to prepare, which documents might be useful, and how the process works, so you feel clear and supported from the start. And if you decide to come into the office, we’ll make sure you’re welcomed, offered a drink, and introduced to your legal advisor so you feel comfortable before you’ve even sat down.
Flexible ways to meet us
We’re flexible here at TFLC, and you have the choice of coming in to speak to someone face-to-face, over the phone, or on a Teams call—all at your convenience! If you decide you’d like to come in and see us face to face for your initial free half hour, I am on hand to welcome you with a cuppa/refreshment and introduce you to your legal advisor.
Why those first minutes matter
For me, the focus is on attention to detail, particularly considering the courage it sometimes takes to contact us and take those initial steps to speak with someone, which can feel daunting. I will take the lead and explain the steps behind the information gathered when I speak to you and explain the next steps so you are fully aware of what happens after you have given me your details. I have a background in customer service of over 20 years and pride myself on being friendly but professional. For me, it’s about showing empathy, compassion and care towards anyone, whether a client or not. I’ve been here for nearly 6 years now and I enjoy my role and being part of an approachable law firm with colleagues to match.
Family law can be complex. We believe that your initial contact with us should be straightforward. When you’re ready to take that first step, we’ll be here to guide you through it.
Need some advice? Get in touch today
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