A comment from the President of a software development company to James R. Kahn, Esquire, a Philadelphia based partner in connection with the handling of a commercial case:

Dear Jim:
“Now that our issue is finalized, I feel compelled to write a letter to you. I have worked with attorneys from time to time in my twenty years as a small business owner… I would not have uttered the word “attorney” and the phrase “customer support” in the same sentence. Your firm, and especially you, have changed the way I will forever view the legal field.

“Our matter was relatively small in the global scheme of things. Prior to contacting your firm, we had contacted three different firms to discuss our issue. In all three encounters, it was difficult to get the attorney to return phone calls. When they did, we felt we were being dismissed and treated as unimportant…. Your firm was referred to us through the Harmonie Group…. I was truly amazed that you and your firm were so responsive… You appeared to take an interest in our case as if you were part of our company… You have the perfect combination of aggressiveness, legal experience and consideration for people. Any firm in any industry could learn something about customer support from you and your firm…. In the last couple of months, I have heard several friends discussing legal issues with the usual negative connotations. I have told them of my experience with you and your firm. Almost no one has had a truly positive experience with attorneys, and they are amazed at the level of service you provided.”