At the Law Offices of Matthew D. Dubin, we place the highest priority on client service and satisfaction. We know that the people reaching out to us are going through potentially the most difficult time in their lives, and we have cultivated a culture of empathy, compassion, and respect. Even if we can’t help a caller, we are grateful that they took the time to reach out to us, and we try to guide them to someone who can help.
We do this because of it’s the right thing to do, and because it makes us feel good about ourselves. One unexpected benefit has been the flood of positive reviews and testimonials from our satisfied clients.
You can imagine my surprise, therefore, when I found an angry, verging on a profane review online the other day. This reviewer accused me of being rude, cutting him off, yelling at him, and being cowardly (in much more colorful language). I immediately looked up the person who wrote the review and found that he had contacted my office in January regarding a type of case we don’t handle and that he had been referred to the State Bar Association to find someone who could help him. He never even spoke to me.
I asked Google to remove the review because of the obscenity, but after stewing over it for a night, I decided to reach out to the disgruntled individual asking if perhaps he had confused me with a different attorney.
Turns out I was right! He apologized for the mixup and removed the offending review immediately. I let him know how sorry I was that he had a bad experience with another lawyer and assured him that there are plenty of good ones out there.
He has asked to receive our monthly newsletter, and while I hope he never needs our services if he does I’m pretty sure he’ll call us and we’ll earn a 5-star review.
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