Transcript of the above video: 

I get a fair bit of emails and people talk to me in person and things where they say "hey we tried to call you, or I tried to call you many times, I can't get anyone on the phone." One, to be clear if you are calling us and it's not 9-to-5 Monday through Friday and it's not a holiday you may not get a hold of us. The other thing is we used to have voicemail here in the firm; I found it was counterproductive. We just have a ton of voicemails, we have to listen through them all and oftentimes it was redundant stuff or we had already talked to people. It wasted a lot of time quite honestly and unfortunately in a law firm, time is a finite resource that one has to be very assiduous in maintaining and voicemail for us just didn't work very well. Yes 9 - 5, Monday through Friday, our phones, we are here. We sometimes get backed up on our phones; we sometimes have multiple people calling at once. We are dealing with clients on our phones and again people that are ringing through you may just continue to ring through and not be able to get anyone, so it may be hard to get through to us by phone, especially if you are a first time person who is contacting us for the first time, because folks that are clients of the firm sort of do have their set channels depending on what they are dealing with, what attorney or what professional within our firm they are dealing with. They may have their own channels for communicating with us but if you are new, the best way to contact us is by email and you email either [email protected], or [email protected]. Both of those email addresses will go through to our information desk. 

Now, I've been accused of having AI on the information desk. I have been accused of it being me on the information desk. I've been accused of all kinds of things by people who seem to think there is some kind of conspiracy regarding my correspondence or the correspondence of this Law firm. No, there is actually a desk of gals here in the office who assist both me and other folks herein with our correspondence and yes, we do chime in. The info desk, when we get an initial enquiry, will sometimes say to me, "hey somebody's asking about this, we're not familiar with how to respond," and I will chime in myself and say, "oh yeah, we can assist with that, or no we can't assist with that." Others here in the office, especially our tax team, can do the same thing.

But long story short, the best way to correspond with us is via email and during the business week, we try to get all of our correspondence responded to within 24 hours; at the worst-case scenario it might be within 48 hours and oftentimes business hours, again depending on circumstances. This past Friday, I had to assist a client with a Border Run situation and I was not in the office so the info. desk did not respond to a lot of correspondence because they weren't able to make contact with me due to the situation along the border, and I wasn't able to respond so we had to get back to that later.

Again, 48 hours usually at the latest you'll receive some form of correspondence back from us, but the reason for this video just to clarify is yeah, the best way to correspond with us is via email. Again, [email protected] or [email protected] is the best way to get in contact with us. We very much appreciate your inquiries, and we are happy to be of assistance.