Although there are many expectations I have of the service providers that I prefer to work with, there are two that I would like to discuss today.
1. A good service provider “in my mind” is one that will answer their phone when I call at 6:00 pm on a Friday evening.
Once you're in the litigation support field a while, you will come to realize that attorneys have a knack for showing up late in the afternoon on a Friday with a “new request”. Of course, it is usually not new to them. They have known about it for a period of time, but for whatever reason, they have decided to let litigation support in on it at the last minute, late in the afternoon, just before the weekend. So, the service providers that actually answer their phone when I call are the ones that I like to work with, because they “get it”.
2. Another sign indicative of a good service provider is that they are willing to say No to my request.
When I call them late on a Friday evening, I am usually in the position of having to ask them to perform some work over the weekend. Personally, I do not ask service providers to work weekends unless I definitely have that need. I don't like to take advantage of their time with families and such.
If the service provider is not in a position to complete the work over the weekend due to an already existing full workload, I want them to say No to my request. The worst thing a service provider can do is to over extend themselves simply because they do not want to turn away work. Over extending can turn into missed deadlines or human error mistakes with the project.
I will respect a service provider that has my best interests in mind. In other words, they feel that I would be better off going to another service provider “this time”. I usually have a list of 4 or 5 service providers I call on and I try to alternate between them as best I can. I can easily move on to the next one on the list that will answer their phone on a Friday evening.
Turning away work is the right decision some times and I am fine with it. I appreciate that service provider's honesty and integrity.
Do you agree with this philosophy?