I'm extremely frustrated: my lawyer does not return my calls and it has been impossible to get a response from him/her. What can I do to switch my case over to Latour and Lleras, P.A.?

OK, guys, we know what you're thinking: pretty darn self-serving, right? Maybe, but we hear this about once a day in our 100+ e-mails received. While we'd LOVE to represent you, we need to point out a few things that might help you salvage your relationship with your attorney.

We've been pretty intense about customer service since Jose started the firm back in 1990. He's pretty serious about Total Quality Management (TQM) and the underlying philosophy that whether it's a shoe store, a supermarket, or a law firm, the client/customer is always #1.. Since our firm started, we have never had a refund request from an unsatisfied client nor has anyone ever filed a complaint against the firm.

That being said, we'd be liars if we didn't admit that, over the past year, the number of moans and groans we've been hearing from our own pampered clients hasn't increased! Last summer, we closed the whole office and took the whole crew to St. Augustine Beach for three days of powwows (and an occasional Margarita).

"What are we doing wrong?"... "We're still totally accessible, return our calls on the same day, and patiently explain things over and over until the client understands...why are people sounding so irritated?"

And then it dawned on us. In ancient times, enemy kings communicated by foot messenger. If the message arrived and the king didn't like what his rival had said, off went the poor servant's head. Well, guys, the truth of the matter is that the current status of U.S. immigration law is so DISASTROUS, so DISORGANIZED, and so UNFAIR that it's just plain hard to distinguish the messenger from the message! And guess who the messengers are....

"Ok, fair enough, you say, but that's par for the course...it's part of your job as the attorney". Well...yes and no. It is our job to keep you advised of the changes and how they will affect you; in fact, at our firm, it's our job to listen, comfort, and give you the best legal- and human- advice possible. At the same time, it is not our job to have our paralegals and attorneys lambasted and screamed at because we do not have a solution to the problem the new changes are causing in your life. Sympathetic as we may be, we cannot: a) control government decisionmaking or b) predict the future. And its unfair to ask either of us or your attorney.

That being said, HOW DO YOU DETERMINE IF THE PROBLEM IS THE GOVERNMENT'S FAULT OR THE FAULT OF A LOUSY ATTORNEY?

Dusted off from the ashes of pre-usvisanews.com newsletter, here is Jose's old handy-dandy

What to Expect From a Great Immigration Attorney:

1. Prompt call back on your inquiries. To us, "prompt" means within 24 hours unless there's a really good reason or research required. Some clients call once, put everything in the attorneys hands, and relax. Those are the favorite clients of GREAT attorneys who are responsible for timely results and the bane of LOUSY attorneys who never do anything unless pestered or threatened by the clients. The other extreme is the client who expects daily updates and communication about his case. Those clients do not succeed in motivating the GREAT attorney because he/she is ALREADY on the ball, nor does daily nagging make a dynamo out of the LOUSY attorney. Instead, it makes the client an hourly billing client, and he/she winds up paying more than necessary for the representation he/she needs! Before choosing an immigration attorney, take a good close look at yourself and determine what you want in an attorney. Do you want a professional who will take the ball and run with it or do you want daily interaction with a local attorney who can give you the constant feedback you want? Our experience is that not only will you get more experience by choosing the specialized pro, but you'll save both money and headaches in the long run!

2. Answers your reasonable questions. Note the word "reasonable". Many clients want answers from their immigration attorney, but ask questions no one can answer:

"What will happen if the law changes next year?"
"Will my labor cert be faster if I take the job in Texas"

A GREAT immigration attorney will answer questions like that by telling you that while he can give you his opinion, he cannot predict the future. He will also point out that law changes are unpredictable and do not always make sense. He will encourage you to discuss the various possibilities with your spouse and others who will be affected by the choices you must make. A LOUSY immigration attorney doesn't answer your questions for two reasons:

1- he doesn't have the time
2- he doesn't know the answer

#1 is the result of bad business practices; the LOUSY immigration lawyer wants your fee but doesn't understand that it is his responsibility to be a RESOURCE for your immigration concerns. "Just let me do your case and leave me alone", he thinks and, occasionally, says. #2 is the result of not doing your homework. Did you know that the attorneys and legal support team of Latour and Lleras, P.A. spend an average of 3-4 hours per day reading, reviewing, and digesting for our clients and friends the latest developments in U.S. business immigration law. Think about it: that's how much time it takes us to keep up with just this teeny tiny, highly specialized area of practice we limit ourselves to! How do you suppose a lawyer who handles divorces, real estate, litigation, and a million other "specialties" keeps up with ANY of them, much less the quantum physics that is today's business immigration law!?

The answer: they CAN'T. And that, more than anything, makes them LOUSY.

3. Appreciates the business reality that a kind disposition, a patient demeanor, and sincere concern for the client grow a practice far more quickly than a fat ad budget or slick marketing ploys. "Word of Mouth" sells law firms, barbers, and plumbers. We're no better...we just have bigger student loans. Before you commit to hiring an attorney, take a little test:

Q1- When you first spoke to him or her, chances are they were slightly frantic and busy. Acknowledging that most business immigration attorneys are generally stressed out of their minds, did you feel like they CARED about your problem? Even if they sounded rushed- and most of us do- did you get the impression that getting back to you with a prompt reply really mattered and that he/she had a genuine interest in guiding you? Or did it sound like a big chore they HAD to do...? Or did they EVEN call you back on the first message?!

Rule #1- if you are considered a hassle BEFORE he/she has your money, you are in for a very unpleasant experience.

Q2- What do his/her clients have to say....half hearted "he's okay"s or enthusiastic "They are THE BEST!" Don't be shy...ask for references. Although you will undoubtedly get those who have had the more favorable experiences, warm them up and ask them the hard questions: How long does it take for him to get back to you? How does he keep you updated on the law and its impact on your case? They WILL, as a rule, tell you the truth as they see it.

Rule #2- the amount of support and performance you get does not depend upon the size of the firm or the number of cases they handle. (We often have prospective clients concerned at the large volume of cases we handle..."do you have time for me?", they ask.) The quality of the legal representation you receive is a function of the ATTORNEYS' COMMITMENT TO CLIENT SERVICE. Period and hardly a revelation. The commitment to providing the best of what you have to offer that has spelled success for the Xerox's and Coca Colas of the world is the commitment you need from your attorney. Check with client references before retaining him/her, and expect no less from your immigration attorneys.