O'Brien & Bails

Michigan Court Reporters

By Dawn Houghton

Court Reporters Strive for Customer Satisfaction

Court Reporter Customer SatisfactionEvery good court reporter holds customer satisfaction high on their priority list. We want our customers to be satisfied with the work we do for them. We often pride ourselves on the lengths we will go to serve our clients. But do you know for sure that your clients have gotten the service they expect each and every time they work with you? There are specific processes your firm can put in place to better ensure that your clients are continually satisfied customers.

Are Your Clients Satisfied Customers?

1. What are your client’s expectations?

A satisfied customer is a customer who has had all of their expectations met. However, there may be expectations your clients hold of which you are unaware. If that is the case, then your customer may not be completely satisfied. You need to discover the expectations your clients hold in order for you to give better service.

But how do you discover those expectations? Some of your best clients are people you’ve worked with many times. You begin to know their preferences over time. For instance, some clients will always order transcripts upon completion of the proceeding, others prefer to wait until a case is going to trial to order. Anticipating these expectations on a case-by-case basis is good customer service. You likely already know the preferences of these long-term repeat customers.

But what if you’re working with an attorney for the first time? You won’t know if they are expecting the transcript now or at a later time. It’s important to ask as many questions as you can so that you can be sure you understand what clients expect. You may even create a list of questions to ask a new client when they call to schedule a deposition. This list can cover a wide variety of areas in which your clients might have unknown expectations.

2. What are your promises to clients?

If there are promises you and your firm have made, you need to strive to always deliver on those promises. If you promise all transcripts will be delivered within 10 business days, then all reporters must understand the importance of meeting this promise with each and every client. If they do not, and if some transcripts are delivered late, you run the risk of creating an unsatisfied customer. Managing those promises can help you keep your client’s expectations reasonable. For instance, your client expects to pay a certain page rate for transcripts. However, in the case of a rush transcript, it is good to let your client know that rush transcripts have a higher page rate to compensate reporters for the overtime work they will be putting in to complete a transcript in a very short period of time. By letting your clients know this when they begin working with you, you are managing their expectations when the need arises.

3. Are you communicating with your clients?

Keeping close communications with your clients and their assistants is important for good customer service. Keeping them apprised of any issues, should they arise, will give your customer a much better experience. If you are unable to deliver on a promise, communicating this with your client as soon as possible will raise your chances of keeping a highly satisfied customer.

4. Do you send customer satisfaction surveys?

There may be times when a good client is unsatisfied with some aspect of service. Many clients will not tell you of that dissatisfaction. So how are you to improve your customer service if you do not know an issue exists? By surveying your clients, you will receive this very valuable feedback that might otherwise never have been communicated to you. Your surveys can be formally sent through email or mail on a regular basis, such as once a quarter, or you may wish to send a survey with each transcript you deliver. Whatever mechanism you use, find a way to continually ask clients how you’re doing. Once you receive feedback, it is important to act to improve your process to eliminate the concern in the future. There may be times when you will want to communicate these improvements, showing your clients that you are listening and are being responsive to their feedback.

Court reporters are known for providing excellent customer service. To continue this tradition, it is worth taking some time to consider the expectations of your clients and whether you are meeting them to full satisfaction.

If you enjoyed this article, you might also enjoy “4 Things a Freelance Court Reporter Should Never Say in a Deposition.”

By Dawn Houghton

Attorneys Know the Value of Court Reporters

Court Reporters Customer ServiceWhen it comes to customer service, very few industries care as much as court reporters about providing an outstanding customer experience. We know attorneys rely on us to produce an accurate record. But that is not the only piece of our service on which attorneys rely. As court reporters, we may sometimes forget that our customer service skills are incredibly valuable. It is worth thinking in depth about these simple yet so important traits and know that we are truly valued by our good clients who call us for repeat business.

Here is what attorneys know about court reporters:

Court Reporters are Punctual

One of the first things we learn as court reporters is the importance of punctuality. If we are late for a deposition, it is not just an inconvenience for our client. That would be bad enough. It is very costly for everyone if the court reporter is not on time. Attorneys and the witness are losing productive time every minute they are kept waiting. Our clients know they can count on us to show up early to every meeting, deposition or hearing.

Court Reporters are Professional

Attorneys are in charge of handling their own relationships with clients. They know that when their clients show up for the proceedings, we will treat them and their clients with professionalism and courtesy. Even if situations become tense, attorneys know we will keep a cool, calm demeanor and perform our job to the best of our ability.

Court Reporters are Accurate

We spent years learning our skill of writing machine shorthand, and we have spent more years honing the skill, constantly revising and relearning better ways to write faster and more accurately. We take very seriously the job of creating a completely accurate record of what has transpired word for word. We go to great lengths to make sure we have produced a transcript that is accurate. Our clients know they can count on us to produce an accurate verbatim transcript each and every time.

Court Reporters Deliver On Time

Every reporter learns to work under a deadline. Each time we are hired to produce a transcript, we are providing an important document that will be used in a legal matter. We know there are real people behind every caption, real people who are waiting for the legal process in order to receive justice. Court reporters understand that every transcript needs to be delivered in a reasonable number of days following the proceedings. We also know that sometimes our clients do not have a reasonable time available. Sometimes they need our transcript tomorrow morning in order for them to effectively meet their own deadlines and serve their clients to the best of their ability. We are happy to provide transcripts even if it means staying up all night to finish on time because we know people are counting on us. Our clients know we will go the extra mile to deliver a transcript to them when they need it. They appreciate the fact that we will deliver on time.

Court Reporters are Attentive

Each client who hires us is working on a matter that is of utmost importance to their own clients. We know our clients are working to deliver the best possible result for their clients. Attorneys know their court reporters understand the importance of the matter. They trust that we will give them our close attention. They know, when possible, we will anticipate their needs.

Court Reporters are Appreciative

There are many ways in which we are appreciative of our clients. We appreciate that they provide good quality work to us. We appreciate that they call us repeatedly to perform our services. We appreciate that they treat us with respect during the proceedings. We appreciate it when they pay their bills on time. Attorneys know court reporters are appreciative and thankful for their clients and the business they bring.

Court Reporters are Personable

We often have the opportunity to converse with our clients before and after proceedings. Because our clients use our services repetitively, we get many opportunities to learn about them, their practice and their goals. Attorneys value that we take the time to get to know them, that we view them as people and not just a paycheck.

Court Reporters are Tech-Savvy

Technology has become an integral part of being a court reporter. Attorneys rely on us for all sorts of technology needs. They know we can arrange and conduct a realtime deposition or video proceedings, even remote depositions over the internet. They know we have different formats of transcripts to offer and will help them discern which format they need for their practice management software. Attorneys know if they have technology questions, it is likely their court reporter will be able to help them directly or will know how to get assistance for them.

Every time I see an example of bad customer service, I think about how good court reporters are at providing excellent service. It is a good idea to remind ourselves of just how much our clients rely on us to provide that service, and they show their appreciation every time they call us to schedule another deposition or hearing.

Good customer service is a philosophy, not just a skill. Court reporters live this philosophy and always strive to deliver the best customer service on which attorneys can rely.

If you liked this article, you might also enjoy “The Importance of Punctuality for Court Reporters.”

By Dawn Houghton

Tips for Court Reporters on Paying Attention to Detail

Court Reporters and Attention to DetailAs with all occupations, being detail oriented is a valued characteristic, but there is an even higher value placed on it in court reporting. The reason why attention to detail is so valuable in court reporting is because, not only will it help you avoid transcription mistakes, but it is imperative in producing an accurate and coherent transcript.

Court reporters earn their living through taking down and transcribing the testimony of witnesses. The testimonies of these witnesses are important and the involved parties and attorneys count on the accuracy of these transcripts. Of course, there are errata sheets for when a witness wants to revise their testimony or correct a mistake, but minimizing the chance of receiving an errata sheet with corrections will make life easier for witnesses, attorneys, agencies, and yourself. Attention to detail will help bolster your reputation as an accurate and competent reporter.

Here are a few tips on becoming more detail oriented:

Edit Slowly

Editing, also known as scoping, should be done without rushing.  Editing too quickly will lead the reporter to overlook grammatical and punctuation errors. By slowing down as you edit, you will eliminate these unnecessary errors.

Check Spellings of Names

Always double check spellings of streets, towns, buildings, and company names through Google or an authoritative website before sending out your final transcript. Names can be spelled differently from person to person, so double check the spelling of all proper names within a transcript.  The legal assistants for the attorneys in the case may also be able to access documents in their files that have the correct spellings of names if you cannot find them from another source.  Many times the exhibits used in the deposition will also contain spellings that will help in the preparation of your transcript.

Proofread in Different Formats

After you have scoped your work, proofread your work through either an ascii file or .pdf version, or print your transcript in either a full-size or condensed hard copy. Various formats will help produce a fresh and different perspective while reading through your work. Many reporters attest to the effectiveness of reading transcripts in a different format rather than solely on their CAT program. Small mistakes that are easily overlooked in your CAT system are often picked up while reading in a paper form, ascii or .pdf format.

Proofread at a Stand-up Desk

Proofreading at a stand-up desk will allow you to better focus on what you are reading. Some reporters use this technique to avoid getting too comfortable in a chair. They feel they begin to miss details in this relaxed state. You will stay more alert while you are standing and will be better able to concentrate.

Eliminate Distractions

When you are concentrating on editing or proofreading, turn off any music or television that might be distracting. With noise in the background, your mind is likely to wander and you may miss corrections.  Get in the habit of creating a quiet atmosphere in which to work.

Stay in Flow

Some court reporters like to proofread a long transcript in sections for the first read through. But when reading for the final time, some reporters will read the entire transcript in one sitting in order to concentrate on continuity in the transcript.

Don’t Rush

When a due date is looming, it is hard not to rush as you work. Rushing and cutting corners often leads to making mistakes. This may sound like a conflicting statement, but the most important time to practice slowing down is when you are under a time deadline. Mistakes can occur and actually take longer to correct than working slowly and increasing your focus.

Because a good transcript is a major factor in a court reporter’s reputation, slowing down and taking extra measures to ensure accuracy and testimonial integrity is the wisest decision. After all, no reporter likes getting an errata sheet back!

If you enjoyed this article, you might also like “The Importance of Punctuality for Court Reporters.”

By Dawn Houghton

The Importance of Punctuality for Court Reporters

court reporter punctualityThe importance of punctuality cannot be stressed enough for court reporters. It is common for a court reporter to show up 15 to 30 minutes before the time set for a deposition.

Reporters who are late often hold up the deposition if all parties, including the witness, have gotten there on time. This can burden all parties by having to remain at the deposition location longer than planned. It can also create problems such as pressure the questioning attorney to speed through the deposition and it does not create a positive impression for the court reporter.

Although it might seem unnecessary to leave for your deposition earlier, doing so will help avoid any mishaps in arriving late to a job. This will also account for unexpected delays in traffic and things that are out of your control. You will be grateful for the extra time you’ve allotted yourself should any obstacles arise. Even being ten minutes late can often lead attorneys to complain of your lack of punctuality to your agency.

The night before your scheduled deposition, use Mapquest, Google Maps or your GPS system to look up directions to your destination. Another way to ensure you arrive on time is to double check the website of the location where you will be working.  Sometimes applications or websites will mistakenly direct you to go to a different area of town because two locations share the same address. Double checking the website or even calling the office the day before will help avoid blunders in arriving at the wrong location.

Checking the weather the day before will also provide extra assurance in arriving on time. If you don’t have the opportunity to take the day off for inclement weather, plan your commute accordingly. Give yourself at least an extra hour to arrive at your destination should any road conditions become hazardous or there is slow traffic. During winter storms, icy conditions will leave roads difficult and dangerous to drive or walk on, so consider these variables when planning.

Punctuality not only benefits your reputation as a court reporter, it also benefits all parties involved in a job. It is the respectful thing to do as all people have busy and varied schedules. Taking extra precautions to arrive on time will help your jobs start as scheduled and you will be making a professional impression.

If you found this article interesting, you might also like “4 Things A Court Reporter Should Never Say in a Deposition.”

By Dawn Houghton

4 Things a Freelance Court Reporter Should Never Say in a Deposition

What a Court Reporter Should Never Say in DepositionPart of being a professional freelance court reporter is knowing what to say and what not to say when you are working with attorneys. As the owner of a busy court reporting firm, I have the occasion to coach new reporters on situations that may arise and how to handle them. I wanted to share a few of these situations where it was not obvious to the new reporter as to what a professional response should be.

When Asked for an Expedited Transcript:

1) “Sorry, I won’t be able to get your transcript to you over the weekend because it’s my birthday and I’m going out drinking.”

Yes, this really happened.

I know attorneys sometimes will spring an order for an expedited transcript on reporters at the last minute. Sometimes the attorney knows in advance that they will require a rushed transcript, but there are times when the testimony itself actually prompts an expedite order which was not anticipated beforehand.

The proper way to handle this situation is to let the attorney know you will do your best to meet their expectations. If you have already made plans for a celebration, make use of a scopist and/or a proofreader in order to get the rush transcript done, or enlist a fellow reporter at the firm you work with to help you. There is no reason reporters need to do their transcripts all by themselves when there are professionals available to help with the process. If the expense of enlisting help is troubling you, it is unwise to have the mentality of “I’m going to keep all the money from the transcript myself” when you are not able to finish the transcript in the requested time frame. It’s okay to have a life outside of being a reporter but we have to be smart about how we structure our time.

When You Have Plans After the Deposition:

2) “Can you finish up the deposition by 4:30 because I have dinner plans?”

The proper time to bring up this issue is with your office scheduler when you are being scheduled for the job, not when you are already in the deposition. In the freelance field, depositions are not always a predictable length. The attorneys many times don’t know how long a deposition will take.

If you have prior commitments, make your office aware of them beforehand so they can most appropriately schedule reporters for the day’s proceedings to the best of their ability.

When You Are Asked Your Opinion About The Case:

3) “You have a really good case,” or conversely, “You have a really bad case.”

I know attorneys like to ask court reporters what they think about their case, but it is not a good idea to voice your opinions about the matter. I know from experience that I can hear a deposition from one side and get one impression, then hear the deposition from the other side and get a different impression. It is hard to even have an opinion when we don’t have the whole picture in the first place.

It is more appropriate to let your attorney know that you are required to stay a neutral party, therefore, you will not be offering your opinion.

If You’ve Discussed the Case with Your Office:

4) “I told our office staff about your case, and they said…”

It is not considered professional behavior to talk with office staff about the deposition or witnesses or attorneys during breaks from the deposition.

As professional reporters, we are bound by confidentiality, and this is not professional conduct. You should not discuss the case with others.

The appropriate responses to these situations may be obvious to experienced reporters, but it is not always clear to new reporters what is expected of them. Training and mentoring can help eliminate these types of unfortunate situations.

If you liked this article, you may also be interested in “Court Reporting – A Profession, Not Just A Job”.