Hace cuatro años publicados en la revista digital Legaltoday un post titulado “Una visita a los despachos canadienses: espacio y lujo para el cliente” (http://www.legaltoday.com/blogs/gestion-del-despacho/blog-manual-interno-de-gestion/una-visita-a-los-despachos-canadienses-espacio-y-lujo-para-el-cliente) en el que trataba mi experiencia en un viaje de trabajo que realice a la ciudad de Toronto, y en la que tuve ocasión de visitar algunos despachos de abogados canadienses. En aquel post destacaba el generoso empleo que realizaban estas firmas de los espacios del despacho a favor del cliente, y entre dichas medidas, trataba la costumbre de recibir al cliente en salas de juntas en lugar de hacerlo en las oficinas de los abogados.
Tras dicho viaje, adoptamos similar medida en nuestro despacho, es decir, decidimos que cuando llegara el cliente, se le pasaría a una de las salas de juntas del despacho (en nuestra firma disponemos de tres) y acto seguido llegaría el abogado para atenderlo. Pues bien, transcurrido un buen lapso temporal he decidido dedicar este post a evaluar el resultado de dicha práctica, adelantando desde este momento que estamos muy satisfechos con la medida adoptada.
Para fundamentar tal conclusión, nos gustaría exponer las ventajas que, a nuestro juicio, supone el empleo de esta práctica:
1ª.- No necesitamos de sala de espera, pues el cliente es citado a una hora en la que el abogado lo atenderá con la máxima puntualidad, por lo que nada más llegar pasa directamente a la sala sin necesidad de sentarse a esperar ser atendido. En todo caso, la sala de juntas haría de sala de espera.
2º.- El cliente tiene un par de minutos antes de que llegue el abogado para relajarse en un entorno cómodo en el que estará solo o acompañado por las personas con las que asista a la cita.
3º.- Una vez con el abogado, la reunión se celebra sin ningún obstáculo entre ambos (ordenador, libros, etc.) lo que facilita enormemente la comunicación.
4º.- El encontrarse el cliente sentado en plano de igualdad con su abogado, sin diferencias en el tipo de silla, altura, etc. relaja al cliente, lo que igualmente facilitará la comunicación.
5º.- El abogado reserva su oficina para lo que entendemos que está: para su trabajo diario, por lo que los documentos de clientes (expedientes, autos, etc.) no estarán visibles para un tercero, preservándose así la privacidad de aquéllos.
6º.- Al citarse a los clientes mediante cita previa, esto ha provocado que las visitas sorpresa se hayan reducido casi al 100 %, lo que facilita el desarrollo de nuestro trabajo al tener perfectamente organizados nuestros tiempos (dentro, naturalmente, de la dificultad que para todo abogado ello conlleva).
Lógicamente, esta práctica no solo requiere la disposición por el abogado de despachos que cuenten con sala de juntas o similar, sino que, además, se exige un sistema de organización de las visitas según cita previa y en la que el abogado mantenga una escrupulosa puntualidad en la atención al cliente.
En todo caso, lo cierto es que, al menos en nuestro caso, estamos muy satisfechos con el resultado de esta práctica, máxime cuando notamos que el cliente (que no hemos de olvidar que suele acceder preocupado al despacho) se encuentra más confortable y relajado de esta forma.
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