Setfords
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Professional Yet Room for Improvement in Communication and Consistency
The experience with the team was overall positive, particularly in terms of professionalism and commitment to managing what was a complex property sale. Special thanks to Aasima for her clear and consistent updates, her communication style provided much needed guidance during a demanding process. Karen and Dawn’s efforts in navigating the layered aspects of the transaction were also appreciated. That said, there are some areas where improvements could make a meaningful difference. A more proactive approach in acknowledging receipt of important emails especially when information has been specifically requested would help reassure clients that things are progressing as they should. At times, it felt like there was a gap in responsiveness which added unnecessary anxiety. It would also be helpful for the firm to adapt communications to suit clients who may not be familiar with legal jargon. A more simplified, layman-friendly tone could go a long way in building trust and understanding. Finally, there were instances where documents that had already been submitted through the firm’s own portal were requested again. This kind of inconsistency can create frustration and signal internal miscommunication. Overall, a good service, but with room to refine the client experience through better consistency and clearer, more responsive communication