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First impressions
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Personal attention
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Commitment to your matter
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Availability
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Response time to emails/calls/letters
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Availability of alternative contact when unavailable
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Technical knowledge relating to your matter
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Clarity of advice
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Clarity of expected fees
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Delivery of work within original fee quotation
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Overall service
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Value for money
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Future use

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Likely
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Would you consider using Wilsons for this matter?
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If 'no' please comment why you choose not to.