Pro Se Clients
Things to Consider
The ideal clients for process servers are attorneys, paralegals, and affiliates or other process servers – individuals and organizations who are familiar with the legal system and the role and tempo of service of process. However, there is the occasional individual who chooses to represent themselves in a legal action. These individuals – known as Pro Se clients or in some states Pro Per clients – require papers served in support of their self-representation. Although Pro Se clients are often considered daunting in the industry, it is important to know how to work with them and provide them good service – and, when handled well, they can be a profitable portion of your business.
When encountering a Pro Se client consider the following:
Provide Basic Rules
Pro Se clients have very little knowledge of the legal system and they don’t have any legal assistance from an attorney. They will not know the rules with regards to how papers can be served in their state, so be clear on the process and what they can expect.
Prompt for Information
A Pro Se client probably won’t think to give you information that will help you execute the serve, so ask the Pro Se client for information that you know will allow you to serve the defendant quickly and effectively.
- Physical Description
- Picture of person to be served
- Vehicle information
Provide a Time Estimate
Pro Se clients will likely be more nervous about getting the papers served than an attorney or paralegal would be, making them more “hands on” and requiring additional attention. Provide a job turnaround time estimate at the beginning of the process, so they will know there’s nothing wrong if they haven’t heard from you within that time estimate.
Consider Prepayment
While we’d all like to think the best of everyone, there are always those situations where someone chooses not to pay for services rendered. This likelihood is higher with Pro Se clients, because they aren’t likely to be a repeat customer worried about forging a lasting relationship. If they balk at this requirement, point out that this is standard in the industry for first jobs, even for legal professionals, so they know you aren’t attempting to take advantage of them.
Provide Status Notification Promptly
These clients are known for calling multiple times a day. Providing them with status promptly will make it easier for you and them.
Provide Additional Services
Pro Se clients may provide your business with the highest profit margin because of the specialized attention they require. In some instances, the subject may no longer live at the address the Pro Se client has or is avoiding. You have the opportunity to provide additional services to locate the subject or perform wait time.
Refrain from Giving Legal Advice
You are not their attorney – they have chosen to represent themselves – and the consequences of any advice you give could be detrimental. Furthermore, it is illegal in some states to engage in the unlicensed practice of law.
Remain Professional
Pro Se clients are the type of customers who are likely to leave an online review for your services, which can either help or hurt your reputation and future business opportunities. Remain patient, courteous, and professional at all times.