Effective Customer Service for Process Servers

• February 11, 2011
• by ServeNow.com Staff
• Business Tips

If you ask an experienced process server, chances are that he or she will tell you not all clients are created equal. Some pro se clients require constant hand-holding during the process service process, while others – such as debt collection companies – want to pay next to nothing for assignments. Performing service of process for one client type may require much more patience, effort or communication than another. For many process servers, working with various types of clients is not a big deal, but it can become a problem when process servers begin treating some client types better than others.

As an example of one type of client receiving unequal treatment compared to others, NAPPS Administrator Gary Crowe highlighted instances where a process server sends a job to another process server. He said he hears too often of cases where the assigning process server calls to check on the status of a service of process job, and the assignee becomes defensive – more so than if they were contacted by a law firm or other type of client. Because the process server is dealing with another process server (the customer), that person sometimes feels free to hang up on the caller or to use profanity in e-mails and phone calls. Crowe said this unprofessional attitude has led to some process servers being treated as “second-class clients” by their peers.

Despite the fact that some types of clients might pay more or be easier to work with than others, the cornerstone to running a quality process service business is giving equally great customer service to every customer. Keep reading for a closer look at the more common process server client types and how you can treat each one as a first-class client.

Types of Clients

The customer base of process servers is filled with a variety of client types, and each type presents unique challenges and requirements. If you’re dedicated to providing high-quality customer service, one of your first goals should be to ensure that each client receives equal treatment no matter who they are. Below, we have included a brief description of some common client types along with any special considerations they may have.

Large Clients

Large clients often provide a steady flow of business for your process servers. They typically include debt collection agencies, law firms, and government agencies. The high volume of assignments from these clients means that the rate charged per assignment is less. Clients that dole out high-volume work to process servers are usually more hands-off than smaller clients because of the sheer number of papers being served.

Referral jobs from other process servers

Another source of process service assignments comes from outside businesses hiring local process servers. When one process service company receives an assignment in an outside area, that company can send the job to a more localized company. In this case, the original process server becomes the client of the local server. As Crowe pointed out, it sometimes happens that the assigning company forgets to display the same professionalism to their colleagues as they do other clients.

Pro se clients

Pro se clients, or customers who are representing themselves, are a less frequent source of work for process servers. These clients may require more time-consuming attention since they are not familiar with service of process, and they are more likely to frequently call process servers with questions. Because these cases can become more involved than assignments from large organizations, some process servers choose to raise the price accordingly.

Three ways to better deal with clients

Dealing with clients is a skill that comes naturally for some and that can take years of practice for others. If you apply these business practices on a daily basis, your client interactions will be more enjoyable for both the process server and the client:

1. Be there for your customers

Be consistently available for your customers by phone or e-mail during business hours. You might not always look forward to speaking with certain clients, but making yourself available to your customers is highly important to them. Using professional phone and e-mail etiquette is also something you and your associates should do with every client.

2. Manage clients’ expectations

One way to pave the way for a smooth service of process job is to provide as much information to the client before you get started on their assignment.

For pro se clients, ServeNow.com CEO and co-founder, Adam Camras suggests faxing or e-mailing a sheet outlining expectations such as when the papers will first be attempted, how the client will be notified and how they can check on status. This will mitigate unnecessary calls and e-mail from private parties.

3. Make process server customer service training a priority

Everyone in your process service company needs to be on the same page regarding how to treat customers. Process servers should be able to listen to the client’s complaints, respond calmly and professionally, and work with the client to come up with a definitive solution. At his process service company, Crowe said they train employees on an ongoing basis to interact positively with customers. They also have established guidelines governing client interactions, as well as hold regular meetings to discuss the topic.

Conclusion

In the Internet age, word can spread quickly if your clients aren’t satisfied. If you want to maintain a sparkling reputation and be the business that is always the first referred, you need to show customers that you respect them and value their business. The easiest way to ensure that every one of your clients is satisfied is to just remember that they are all paying customers, and they have chosen you above your competitors to carry out their assignment. As Kate Zabriskie, founder of Business Training Works, Inc., said, “Although your customers won’t love you if you give bad service, your competitors will.”

To learn more about becoming a member of ServeNow.com’s trusted network of process servers, contact us online or call (877) 737-8366.

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