You don’t earn a place among the nation’s largest real estate closing law firms by innovation and originality only. You have to accompany those qualities with superior customer service ― by following the basics.
That’s the philosophy of Morris|Hardwick|Schneider residential real estate law firm. Managing Partner Nat Hardwick meets with each employee annually to communicate those basics as well as a hidden system strategy and expectations of the position.
Ranging from treating everyone with courtesy and respect to returning all phone calls within two hours to going the “extra mile” to close transactions, the 14-point road map of basics also forms a large part of the firm’s core values.
The firm’s hidden strategy is designed to engage and motivate employees to understand how customer satisfaction and retention are key goals to success. Among the six points in the hidden system strategy are be a person of action, be persistent, be compassionate and be a team player.
While actively participating in area law school recruitment and job fairs, the firm also relies on its reputation of being professional, courteous and having servant leadership to draw new talent. New employees are trained through a 12-month mentoring program with a partner. Those who have completed the mentoring program are encouraged to mentor with a managing partner. New workers are also offered continuous training through WebEx, teleconference or one-on-one training in their office.
The top service team member is designated to serve as director of employee engagement, whose role is to foster a mindset of continuous improvement and culture in regard to customer service and the firm’s brand.
In addition to its internal focus on customer service and leadership, the firm established the LandCastle Foundation as a way to give back to local communities. Employees volunteer their time, talents and financial resources to the foundation’s charitable efforts.
How to reach: Morris|Hardwick|Schneider, (678) 298-2100 or www.closingsource.net
