Marble Law — Customer Service Playbook for a Boutique Litigation Firm

Executive summary

Marble Law is a hypothetical boutique law firm established in 2012 that specializes in commercial litigation, construction disputes, and specialty material supply chain claims. This playbook synthesizes best practices the firm implemented between 2018–2024 to deliver predictable, high-quality client service: defined intake SLAs, transparent pricing, measurable KPIs, and a documented complaints workflow. The approach below is written from the perspective of a managing partner with 12 years of practice management experience and is intended for immediate operational use.

The program reduced average time-to-first-contact from 18 business hours to 2.3 hours in the first 12 months, increased client Net Promoter Score (NPS) from 18 to 52, and cut billing disputes by 46% year-over-year. Sample contact information for firm coordination: Marble Law (sample), 120 Central Plaza, Suite 500, Anytown, AA 12345; phone +1 (555) 210-4000; website https://www.marblelaw.example.

Client intake and first-contact protocol

First impressions drive retention. Marble Law defined a 3-tier intake process: Tier A (retainer prospective clients with urgent litigation) must receive a live response within 2 business hours during 8:00–18:00 local time; Tier B (standard commercial matters) within 8 business hours; Tier C (inquiries, RFPs) within 24 business hours. All inbound channels (phone, web form, email) route through a single CRM queue with automated acknowledgments that include a next-step timeline, a primary contact, and a secure link for document upload.

The firm uses a 12-point intake checklist (see list below) to ensure consistency: documentation, conflict checks, jurisdiction review, estimated budget, and anticipated timeline. Intake staff are trained to present three engagement options during the first contact — hourly, capped fee, or flat-fee discrete service — including estimated price bands (example: contract review flat fee $1,500–$2,500; small-claims defense flat fee $2,400; retainers typically $5,000–$25,000 depending on matter complexity).

• Intake checklist (compact): 1) source channel and timestamp, 2) conflict check completed, 3) client identity verified (ID/passport), 4) matter summary in 100 words, 5) jurisdiction and statute of limitations review, 6) immediate deadlines flagged, 7) documents requested and upload link provided, 8) proposed fee model and estimated range, 9) retainer required and amount, 10) AML compliance completed (KYC), 11) named lead attorney and backup assigned, 12) CRM tag and SLA set.

Communication standards and documentation

Marble Law adopted a strict cadence of communication: initial engagement confirmation within the SLA, a written status update every 7 calendar days for active matters, and ad-hoc alerts within 24 hours for critical developments (hearings, settlement offers, evidence deadlines). For e-billing clients, the firm sends billing previews 5 business days before invoice issuance to reduce disputes. Every substantive client contact is followed within 48 hours by a short written summary: what was discussed, decisions made, and next steps with responsible party and target date.

Templates and train-the-trainer sessions standardized tone and content length: phone summaries limited to 5 bullet points, email updates limited to 3 action items and 1 timeline table. The firm set a written policy that attorneys must review and countersign client communications drafted by paralegals within 24 hours before sending. All client-facing documents are stored in a secure document management system with versioning and 256-bit encryption; retention policy: active matters retained for the life of the matter, closed matters retained a minimum of 7 years for corporate clients and 10 years for litigation files.

Billing transparency, pricing options, and dispute prevention

Transparent pricing reduces friction. Marble Law offers three distinct engagement models and communicates expected total cost ranges during intake: hourly rate band ($250–$650 per hour depending on seniority), capped-fee projects (example: e-discovery for small matters capped at $18,000), and flat-fee discrete services (contract review $1,500–$2,500). Retainer structures are explicit: for new commercial litigation clients, an initial retainer of $10,000 is common, with a written replenishment threshold set at $2,500.

To prevent disputes, every client receives a one-page fee summary that lists billing frequency (monthly), payment terms (Net 14), available payment methods (ACH, credit card with 2.9% fee, check), and an escalation path for billing questions: [email protected], Billing Manager (Jane Doe) +1 (555) 210-4001. If a dispute arises, the firm commits to responding to billing disputes within 3 business days and resolving simple disputes within 10 business days; complex disputes have defined mediation timelines (up to 45 days).

Complaint handling and remediation workflow

Every complaint is treated as a root-cause opportunity. The firm’s three-step complaints workflow is acknowledge (within 24 hours), investigate (5–10 business days depending on complexity), and remediate (proposed fix within 7 business days after investigation). Remedies can include fee adjustments (up to 100% refund for administrative failures), alternative staffing at no charge for 30 days, or formal mediation. Records of complaints are reviewed quarterly and aggregated into a remediation dashboard for partner review.

For regulatory or ethics complaints, the policy specifies immediate escalation to the managing partner, preservation of all communications, and a compliance review within 48 hours. The firm maintains an anonymized complaints log with categories (communication, billing, outcome dissatisfaction, conflict of interest) and uses that data to update training modules and revise SOPs annually.

Performance metrics, training, and technology stack

Key performance indicators (KPIs) guide continuous improvement. Targets used by Marble Law: average time-to-first-contact ≤3 hours, client CSAT ≥4.5/5 on matter closure, NPS ≥50 for retained clients, billing dispute rate ≤3% of invoices, and matter closure within target budget variance of ±15%. The firm runs monthly KPI reviews and publishes a one-page client service scorecard to partners and senior staff.

• Essential KPIs and targets: NPS target 50–65; CSAT ≥4.5/5; first contact SLA 95% within target; billing dispute rate <3%; average invoice days sales outstanding (DSO) <30 days; matter budget variance within ±15%.

Technology backbone: a modern cloud CRM (hosted, SOC 2 Type II compliant), practice management system with e-billing (Consolidated e-bill exports in LEDES format), secure client portal for document exchange and electronic signature, and call-record integration for quality assurance. Training cadence: mandatory 8 hours/year of client-service training per attorney, quarterly role-play sessions for intake staff, and annual tabletop exercises for complaint scenarios.

Can I get a refund from Marble law?

In the event that we are unable to take on the representation, any fee you pay in advance will be refunded to you.

Can I sue for not receiving a refund?

Consumers have legal rights, if you have been denied a refund it may take a lawsuit to get what you deserve. Whether or not companies must give refunds or other forms of recompense compensation can be a complicated legal matter. But what’s pretty clear is that you shouldn’t have to pay for something you don’t receive.

How does marble law work?

Learn about how pricing works at Marble Law
We don’t charge hourly or require large retainers. Instead, we give you a clear, fixed price for each step of your case, and the flexibility to pay how you want.

Is a law firm better than a lawyer?

A law firm may be the better option for complex cases requiring specialized expertise. An independent lawyer may be better if you want more personalized attention. It’s always a good idea to interview various lawyers before making a decision.

Is Marble law reputable?

Is Marble legit? Marble is a legitimate law firm that offers a nontraditional way of working with an attorney. The company’s virtual-first approach reduces the hassle of contacting your attorney, and its transparent pricing and flat fees mean you know exactly how much its services cost upfront.

Do you have a legal right to get a refund?

You’ll have legal rights if the item you bought is: broken or damaged – this is known as not of satisfactory quality. unusable – this is known as not fit for purpose. not what was advertised or doesn’t match the seller’s description.