Client Service Standards
What you can expect
We will…
Put you first.
Greet you with courtesy and identify ourselves when you call.
Assist you in a respectful and helpful manner.
Give you our full undivided attention, and listen, to effectively recommend the appropriate action for your request.
Communicate with you using plain language.
Operate as a team, to ensure that you have more than one contact at the firm.
Bring the best possible use of our collective expertise and resources to serve you.
Keep your information confidential and private.
Check for phone and email messages regularly and respond in a timely manner.
– If we can’t respond to your message personally, another team member familiar with the matter will return your call.
– If you receive an “Out of Office” email we ask you contact the office at 217.605.8130.
Process your requests accurately and in a timely manner.
Inform you of processing time or changes relevant to your situation.
Respond to any concern, resolve it, and notify you how it has been resolved.
Provide you with, or refer you to, resources that may help you.
We ask you to…
Let us know when you are unable to attend an appointment or if you need to reschedule.
Be respectful to our team members.
Provide us with up-to-date information and changes to your circumstances in a timely manner.
Provide feedback to help us improve our services.
Our commitment to you
We will…
Monitor our procedures and update them as needed based on your feedback to surveys.
Monitor and review our Client Service Standards regularly.
Provide ongoing training to team members.
Be knowledgeable of current regulations by continuing our education.
Stay current with our knowledge of solutions available for your needs.
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