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We do not accept new clients unless they have been referred by an existing
client or friend.
We take referrals very seriously
We know that when our friends and associates refer new clients to
us, they are vouching for our ability to look after their legal
issues professionally and carefully - if it goes wrong, it can be
embarrassing for the referrer.
We therefore operate with the philosophy that we are responsible
to 2 groups of people - our clients and the people who referred
them to us. To ensure that we can honour this responsibility, we
have prepared this list of frequently asked questions.
"Why don't we accept clients who have not been referred?"
Our practice is now mature, and we have a great client base. Our
existing clients are our primary concern and providing them with
an exceptional level of service is our aim.
So to thank them for their loyalty and support over the years, our
existing clients get priority over our time. We're here to advise
them, their friends and their associates.
“Do you want me to refer everyone to you?”
No. To ensure really happy clients, we cannot be all things to all
people. Our business has been developed around certain types of
clients, whom we know will be delighted with our services.
“What kinds of clients do you want?”
We appreciate referrals
of clients who:
• require intellectual property or marketing law advice
• are easy to communicate with (ie they respond to requests for
instructions or further information!)
• pay invoices on time
• are capable and professional businesspeople
• are good people!
If they do not meet all these criteria, we will not be able to do
a great job (instead of solving problems we will be wasting our
time chasing debts and instructions), and they will not be happy
clients.
We would prefer not to take them on in the first place.
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“Will you take good care of them?”
Of course. We'll do our very best. We hold ourselves responsible
to you and them. We pride ourselves on key client satisfaction criteria,
such as:
• communication response rates - responding promptly to phonecalls
or emails, not more than 24 hours in most cases
• communication in plain English - IP is complicated enough without
clients having to struggle with legalese
• practical advice - useful advice, not textbook rubbish
We were awarded Best IP Law Firm at the
Australian Law Awards 2005 because we achieved the highest votes
(more than Australia’s largest firms) in a client satisfaction survey
conducted by industry magazine Lawyers Weekly.
“How do you handle non-IP issues?”
To maintain our reputation for high quality IP advice, we practice
only in this area. We will not attempt to advise on anything outside
of IP. If any such matters arise, they will be referred to other
suitable lawyers.
“Do you charge for meetings?”
We have a policy of charging for all meetings, including all first
meetings. Our clients are busy people to whom any unnecessary delay
is unacceptable. So we believe that it is important to cut to the
chase and start analysing and advising in meetings rather than wasting
their time. Our base rate for meetings is $450 + GST.
“Do you discount your fees?”
We have a policy of not discounting our fees. We believe that the
only way to maintain quality is to avoid discounting and focus on
delivering the best possible service. This means not skimping on
anything.
“Do they have to be based in Australia?”
No. In fact, a large percentage of our clients are international.
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