I’ve posted on this before, and I don’t think repeating myself is necessarily a good thing. But I was on a conference call yesterday, and I was reminded yet again why anyone who uses a speaker phone with a client is playing with fire. Fortunately, I was not on my speaker phone, but another outside… Continue Reading
Monthly Archives: September 2005
Another Endorsement For Passion
Posted in Leadership and ManagementI spend a lot of time at O’Hare Airport. So I spend a lot of time at the bookstore in Terminal 3. And I happened to run across Jeffrey Gitomer’s Little Red Book of Selling. It was nicely packaged. It looked small enough to read on my short flight, so I bought it. I have… Continue Reading
Lexus As A Model For Law Firms?
Posted in Client ServiceBrilliant post by Bruce MacEwen in his Adam Smith, Esq. blog (one of my must read blogs). Drawing on a story in Barron’s about the creation, rise and dominance of Lexus in the luxury car market, Bruce hypothesizes about a law firm following the same model: The Lexus story is the story of an outsider… Continue Reading
A Rose By Any Other Name Still Stinks If Service Is Lousy
Posted in Client ServiceFor those of you outside Chicago, this won’t resonate quite as much. The lead story in both papers today is that Federated has decided to replace the venerable “Marshall Field’s” name with Macy’s. The only story that would cause more consternation is the relocation of Wrigley Field to the South Side. But there is a… Continue Reading
Passion For Serving
Posted in Client ServiceMonday night football. Nike commercial. An old coach tells a young player: ” A man thinks he can. Another man thinks he can’t. Both are right. Which one are you?” Personal expectations. Passion for success. An insane zeal for excellence. Harry Beckwith, author of the book “What Clients Love,” writes in his July newsletter that:… Continue Reading
McDonald’s, Soda Cups, Cisco And The Use of Technology
Posted in Leadership and ManagementI read somewhere that McDonald’s does not deal directly with companies that manufacture its cups. Instead, it has a “cup company” handle all of its cup issues, including purchases. The reason, as I recall the article, is that McDonald’s is not a cup company and dealing with cup issues, prices, etc. is not… Continue Reading
What Is The Best Way To Say “Thank You” In A Special Way?
Posted in Marketing, Branding and SalesMy firm is celebrating its 25th Anniversary. We want to thank our clients for their support and do so in a special way. What have others done that worked well? Suggestions? Inside counsel-please weigh in with you thoughts.
Expect Good Things
Posted in Client ServiceThose who have read this blog before know that I have great admiration for Gerry Riskin. Another reason to admire Gerry and his work is his post entitled The Power of Positive Expectancy. Here’s the concept: What if this is true (and, by the way, it is): “If you expect your clients to be thrilled… Continue Reading
Underpromise and Overdeliver
Posted in Client ServiceI was in my local pharmacy the other day and dropped off two prescriptions. I needed to be at my kids’ school in thirty minutes. I asked how long it would take to get the prescriptions filled. Fifteen minutes, I was told. I decided to wait. Fifteen minutes passed, and my name wasn’t called. At… Continue Reading
Google: Great Example of Customer Service
Posted in People, Places and BlawgsErnie the Attorney has provided some truly amazing insights into life for those who lived through Hurricane Katrina. In the context of my blog, I was struck by this post on the letter Ernie received from Google. Read Ernie’s post. The letter speaks for itself. It’s a good example of a company thinking about its… Continue Reading
WOW!–Thank you
Posted in People, Places and BlawgsFirst this post from Larry Bodine in his Professional Marketing blog. Then this one from Gerry Riskin, author of the terrific Amazing Firms Amazing Practices blog. Larry and Gerry both write great blawgs (both listed on the left column as among my favorite blawgs). I’m honored by both of their posts. I have been around… Continue Reading
Holiday Cards–HELP!
Posted in Marketing, Branding and SalesLabor Day passes. I return to the office after traveling and being on trial for the better part of a month, and I return to a Law Practice article (September 2005) on holiday cards. Six full pages on holiday cards. I run hot and cold on cards and gifts. Many clients cannot accept gifts, and… Continue Reading