This client retained our office on September 11. During intake, the online questionnaire was submitted with information for the wrong individual. Our staff identified the issue immediately and contacted the client.
To avoid delay, we made an exception to our standard process and prepared the documents correctly using the submitted information. As a result, one line initially reflected an incorrect number. Once brought to our attention, we corrected it promptly at no charge.
Even attorneys and court staff occasionally correct minor clerical or typographical errors. What matters is how those issues are handled. In this case, the item identified was not a document to be filed with the court nor recorded, and was corrected promptly at no cost, without impacting the filing, the court process, or Ms. Milton's position in the matter.
Our role is to prepare documents carefully and to support clients throughout the process. Perfection in the sense of zero clerical corrections is not a realistic standard in any legal setting, including attorney-prepared filings. Responsiveness, accuracy in substance, and timely correction are the professional standards that courts expect and that we consistently meet.
During review, we also identified an additional step required to fully transfer title to the beneficiaries, something the client was unaware of. Ms. Milton initially expressed appreciation that this issue was caught and addressed.
Throughout the matter, the client requested several exceptions to standard office procedures, including alternative payment arrangements, which we accommodated despite the additional staff time required.
The client later chose to file the documents herself. We respected that decision and provided detailed, step-by-step filing instructions so she could proceed independently. Since the client chose to file her own documents we wanted to check the court file for any changes that she alleged were required. Our review shows that her documents were approved without deficiency or changes, and as they were originally prepared by our office.
The negative review came as a surprise, as our documented communications reflect a cooperative process and a successful outcome. The last email received by the client stated the following: “first of all I want to say thank you so much for helping me. You’ve done an excellent job. I appreciate your knowledge.” (October 5)
At no point did the client express dissatisfaction or request revisions.
We stand by the quality of our work and remain open to discussing any concerns, including a refund if the client feels she did not receive value. We also recognize that probate is a stressful and emotional time, and we strive to support clients with patience, clarity, and respect throughout the process.
