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In Search of Perfect Client Service Why lawyers don't seem to get it

The gap between claimed client service and the truth.

Posted in Client Service

Seth Godin just posted Four Ways to Improve Customer ServiceAs always, Seth’s insights are insightful and thought-provoking.  The four ways are:

  1. Delegate it to your customers. Let them give feedback, good and bad, early and often.
  2. Delegate it to your managers. Build in close monitoring, training and feedback. Have them walk the floor, co-creating with their teams.
  3. Use technology. Monitor digital footprints, sales per square foot, visible customer actions.
  4. Create a culture where peers inspire peers, in which each employee acts like a leader, pushing the culture forward. People like us do things like this. People like us, care.

I think if law firms were self-critical, most would evaluate themselves as failing in each of these categories.  And since many of these firms profess (well, at least say it on their website) to be “client-focused” or something akin, one can only wonder about the gap between what is professed and the truth.