Walden & Pfannenstiel, LLC:
Client Communication Policy
Connection and communication with our clients is one of our core values at Walden & Pfannenstiel, LLC. We strive to provide great service in a timely manner.
In order to do so, we use the following methods to communicate directly with clients: telephone, voicemail, mail, and email.
In order to maintain attorney-client confidentiality and be as efficient as possible, we do not communicate with clients via social media.
Changes to Contact Information
As a Client, it is your responsibility to notify the Firm in a timely manner of changes to any of your contact information. Failure to do so could delay the receipt of an important communication and negatively impact your matter.
Legal Service Updates and Letters
As a Client, you will receive regular updates regarding the legal service being provided to you. We communicate with our Clients about important developments regarding your matter (such as when a motion is filed), to obtain input, and to provide updates when we deliver or receive important documents regarding your matter.
These updates, along with any invoices, are generally sent by email. For events requiring your attendance or participation (i. e. court dates or meetings), we may also send you a calendar invitation to serve as a reminder.
Email is often the most convenient method of communication.
We respond to Client emails according to the order in which they are received and the urgency of the matter. We try to respond to non-emergency emails within 2 business days.
We ask Clients to provide a detailed message outlining the nature of your question or concern, as this helps us in prioritizing the message and allows us to respond more efficiently.
Messages that only request a phone call or provide no information will be deemed non-emergency and will receive a reminder email to schedule the call.
Phone Calls
We would love to be available to personally receive every client call. However, to maintain a functional and efficient practice, most activities in our day are scheduled ahead of time to ensure that they have our full attention. This includes phone calls with clients.
If needed, clients please schedule a Phone Meeting with an Attorney to efficiently discuss your issue:
–Phone Meeting with Attorney Malissa Walden
–Phone Meeting with Attorney Cassie Pfannenstiel Rodriguez
This avoids the time that is wasted by playing phone tag and means that you will get our undivided attention (and not just a quick second between meetings).
Scheduled calls will take precedence over returning messages and voicemails from unscheduled calls.
Appointments
Our office is only open by Appointment.
If you need to meet in person or by video conference with one of our Attorneys or staff members, you will need to schedule this in advance.
If you cannot attend a scheduled appointment, please email/call to cancel or reschedule your appointment as soon as possible.
If you are late to an appointment, we may have to cut it short or reschedule the appointment.
Client Documents
We ask our Clients to gather and provide any documentation requested by our office in a timely manner.
Proactive communication with our Attorneys and Paralegals regarding client documents, is beneficial for all. We only ask for information that is needed.
You may provide documents online through your Portal or web submission.
Additionally, a drop box is located beside our office door for you to drop off requested documents that you are unable to upload. Please do not use the drop box for payments.
The drop box is available when the building is open to the public:
Monday – Friday 7:15 a.m. – 5:30 p.m.
Saturday 8:00 a.m. – 1:00 p.m.
Your Communication With Us
Please be respectful and mindful in your communications with our Attorneys and Staff. We understand situations requiring legal representation can be stressful. We are on your side and want to achieve the best possible results for you.
This Client Communication Policy applies only to our Clients who have retained the services of Walden & Pfannenstiel, LLC. The term “our Clients” means the persons or entities whom we have agreed in writing to represent in a legal matter.
We will not treat an employee or family member (e.g., spouse, parent, child, domestic partner, or fiancé) as a client unless they have become a co-client by signing a joint Representation Agreement with WPLLC.
Prospective clients: We do not give legal advice to those who are not our clients. Please schedule a consultation if you would like to learn more about the services we provide:
Thank you for your continued confidence in our office.
