Aylesworth Values Your Opinion
(And Our Client Stewardship Program Lets You Give It)

At Aylesworth, we want to not only meet your legal services needs, but also your expectations. Our commitment to this is reflected in the Client Stewardship program implemented as part of our ISO 9001:2000 standards.

What is Client Stewardship? In other businesses, you may encounter performance reviews, client evaluations or customer satisfaction surveys. We, however, believe "stewardship" is more valuable to our clients because it involves more than a scorecard and more than an acknowledgement that a complaint mechanism is in place.

At Aylesworth, when we speak of Client Stewardship we are referring to the quality of the professional and personal relationship between each client and our firm. We are speaking of collaboration and respect. We are speaking of responsibilities and shared benefits.

Our clients are encouraged to rate our performance and comment on our service either upon completion of an assignment or at another appropriate time. This evaluation will also focus on any actions or remedies required on our part.

The Benefits To You of Our Client Stewardship Program

By asking clients how we can improve and then acting upon their suggestions, our Client Stewardship Program will identify and remedy any systemic or other issues that might adversely affect individual or firm performance. Our Client Stewardship Program aims to ensure that more clients are more satisfied more often. Why? Because with documented procedures and quality controls for handling each and every client matter we achieve:

Your Opinions Help Everyone

The key feature of our Client Stewardship program is a formal procedure for gathering your feedback. There will be a frequent sharing of findings with lawyers and staff and analysis of patterns in responses. There is a remedy mechanism and formal follow-ups as appropriate.

Clearly, we welcome feedback from our clients. In this way, we can deal with issues as they arise. We use what we learn to improve our relationship with you, and to improve our performance and quality standards for the benefit of all clients.

We may also contact you to seek your comments on our service to you. This evaluation will help identify actions that can be taken by us to ensure a continued and improved relationship with you. Our Quality Assurance Manager will track our steps and carry out individual actions.

Please raise any issues at any time about the way we are carrying out our engagement for you with the lawyer responsible for managing your file. And if you wish to speak to someone at Aylesworth who is empowered to access and deal with service issues both directly and in conjunction with a member of management, please contact Janice Feheley our Quality Assurance Manager at 416-777-4029 or jfeheley@aylaw.com

Our Commitment to You

Aylesworth is committed to excellence and the philosophy of continuous improvement. Through our Client Stewardship Program your opinions will assist us to better fulfill our mission statement namely to:

Give Expert Advice linked to Practical Solutions
in our capacity as your
Trusted Legal Advisors

Aylesworth LLP
P.O. Box 124, 18th Floor, 222 Bay Street, Toronto, Ontario, M5K 1H1