A Fresh Look At Law Firm Services
My friend, Dan Hull, of What About Clients? fame, has established himself as one of the blawgosphere's leading thinkers on client service issues. I have to resist the temptation to link to every one of his posts, but some are just so compelling that the post deserves every effort to have it read by the broadest possible audience. So, if there are any who find this blawg who don't subscribe to WAC? (you should change that immediately!), this post is for you.
Starting by noting that The Folgers Coffee Company had just received an Ease-of-Use Commendation from the Arthritis Foundation for its new cannister, Dan asks why law firms don't develop and apply ease-of-use concepts to our services. The full discussion is a must read. And I strongly recommend following the link to find the "ease-of-use" standards applied by the team of scientists who conduct the reviews (click here to get there). The key is evaluation of the product from the standpoint of a person with arthritis. In our world, we have to ask ourselves whether any of us really look at our firms critically from the standpoint of a client.