A colleague once told me an interesting sentence - "the patent drafting business is one of the only businesses where you could cheat people for about 7 years, and nobody will know".
The sad truth is that many of our clients do not posses the skills to evaluate our work. It is much more art than science, and much of how patents should be drafted is a matter for debate.
With lack of ability to judge our work, our clients will normally focus on one primary thing - our responsiveness. It is very easy to judge whether we returned a call to our client at the same day, and if we do not, our clients get the sense that we do not provide a good service.
I've heard from a colleague a while ago that a Japanese client, for example, will forgive many professional mistakes but will not forgive you if you will not hurry up and file his application once he instructed you to do that.
So, the value of responsiveness cannot be overrated.
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