Our Quality Control Process

In order to ensure quality service, Cordell & Cordell reviews its employees and legal process continuously. We do everything possible to nip potential problems in the bud.

Integrity and efficiency are a paramount concern at Cordell & Cordell. This being said, we’d like to walk you through the Cordell & Cordell reviews process and all that goes into our customer service.

Cordell and Cordell Review Process

We hold Cordell & Cordell attorneys to the utmost standards. Every attorney with the firm must undergo a rigorous review process twice annually. These reviews are administered by a Partner and are essential to the efficiency of Cordell & Cordell.

Each review comes complete with its own dashboard of performance metrics, records of total satisfied clients, and a calculated ratio of satisfied clients.

If a client is not happy with an attorney of ours, we know about it. We make it our business to know who is satisfied and, perhaps more importantly, who is not. When it comes to our attorneys and their respective clients, we keep our finger on the pulse.

Cordell & Cordell Reviews: Partners for Performance

Partners establish standards for performance that must be met or exceeded by attorneys. It’s up to our attorneys to uphold the Cordell & Cordell name. Through highly involved Partners, we bring out the best of our attorneys and, in turn, our firm.

Partners bring gravity to the process, a solemnity. Their presence underscores the need to perform well under review. And, if standards aren’t met, the Partners know about it immediately. This is the catalyst to our efficiency.

Cordell & Cordell Attorney Reviews

Attorneys with the firm undergo periodic review of their credentials, so the lawyers all maintain their state bar qualifications. Everyone needs to be on the same page.

Our attorneys go the extra mile. Whenever there are continuing professional education credits to be earned, or community service requirements, or tests and exams to be passed, the attorneys are well-prepared. Thus, they continually earn the right to practice law in a state where Cordell & Cordell is located.

Cordell & Cordell’s Commitment to Practice Quality and Premium Client Service

In addition to its regularly scheduled attorney reviews, the firm also utilizes a Practice Quality Department to provide a constant stream of real-time performance analysis and feedback.

The Practice Quality Department is headed by experienced litigation counsel and is comprised of two divisions – Practice Proficiency and Client Care.

The Practice Proficiency Division is responsible for oversight of the firm’s standards of litigation practices, ensuring that they are updated to keep the firm on the forefront of high-quality representation and utilizing various systems and procedures to ensure that every firm attorney adheres to those standards. This division is led by a veteran litigator with years of executive experience to ensure that the firm’s quality expectations are as practical as they are aspirational.

The Client Care Division, our customer service center, is responsible for the Cordell & Cordell Ratings process. Actual clients of each attorney are routinely interviewed at periodic intervals for their honest assessments of their lawyer’s performance and professional demeanor. This process is in place to ensure if there is a Cordell & Cordell complaint that the issue is resolved and we improve our process.

We want to hear your thoughts. You’ll get the service you desire, and it will improve our process for future clients.

The results of these interviews are entered and considered as part of the total Cordell & Cordell Rating. When informed by real customer experience, customer service can be improved and high quality relationships maintained.

Cordell and Cordell Ratings for Continuous Improvement

Efforts to improve service and achieve business excellence rely on a step-by-step process known as “Continuous Improvement.” The steps to our Continuous Improvement include:

PLAN
EXECUTE
MEASURE
ASSESS

Continuous Improvement is cyclical. The Assessment that occurs at the end then informs the Planning for the next cycle. It enables the honing of procedures and selection of resources, as well as the allocation of assets which results in better service.

Cordell & Cordell ratings represent a wonderful opportunity to assess each attorney and guide them to better practices.

Cordell & Cordell Office Reviews

In addition to individual attorney ratings, every office must undergo the Cordell & Cordell Performance Review. With offices throughout the country, this is vital to a united Cordell & Cordell front.

Some critical factors come under scrutiny and these reveal methods and practices that are ripe for improvement. The following are examined during our office reviews:

• Strict financial controls and accounting;
• Warm, friendly customer service;
• Spacious, private offices;
• Ample parking;
• A comfortable and quiet physical space;
• Fast and accurate computers;
• Secure, speedy networks; and
• Many other factors are also measured.

The results guide directions for improvement so that every office looks and performs its best.