A Special Touch

When we say we care about our clients, it’s not hyperbole. These are real people with real lives going through real
struggles, so I believe it’s important to not just handle their legal matters, but genuinely be invested in their
lives.

One of the ways we do this is with a project we call “Special Touches.” Essentially, every member of my team is
responsible for finding opportunities for making a positive impact on a client’s life, in good times or bad. A
couple recent examples including a gift for a client who was a graduating senior, a gift card to a baby store for a
client who had just given birth and even helped someone pay off the cremation costs for their late husband.

Ordinarily, we don’t talk much about this, because this isn’t really about marketing. It’s about doing some good in
the lives of people who asked for our help. I only bring this up today to set up a story.

Recently, my marketing manager was contacting recent clients, asking them to review us on Google, when he received a
message from the brother of one of our clients. We’d settled Mary’s case last summer, and got her paid and closed
the case in early September of 2022. We learned that Mary passed away about a month and a half later.

Now, the natural reaction here would be to express condolences to the family, maybe send a card, and be done with it,
right?

He wanted to do more, so he brought it in front of my COO, Casey, as an opportunity for a Special Touch, and
the two immediately got to work on the project. They brought in the primary paralegal assigned to Mary’s
case, who told them stories about Mary, and about how much she loved animals, how she saw a big painting of
Mary’s favorite animal – the giraffe – when she visited her last.

It was clear we hadn’t lost a client. We lost a friend.

So, rather than just expressing condolences, we did a couple of things to honor her memory. Mary’s obituary
mentioned Our Little Haven, a local children’s charity that she had worked with in life. We purchased a
paver in their garden in her memory. To commemorate her love of animals, we also adopted a Giraffe at the St
Louis Zoo in her honor.

When we followed up with Mary’s brother, he was moved by our gesture, told us his sister would have absolutely loved
the Giraffe thing, and was so grateful to us for genuinely caring about his sister and his family.

It honestly didn’t take a ton of effort or resources to make a positive impact on her brother’s life. All we had to
do was care.

Gary Burger

Founder | Injury Attorney
Gary Burger has dedicated his career to standing up against bullies. The founder and principal attorney of Burger Law | St. Louis Personal Injury Lawyer has helped hundreds of Missouri and Illinois individuals and families recover th …
Years of experience: 30 years
Location: St. Louis, MO

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