Walking the Client Service Walk: Client Costs
Everyone talks the client service talk. To hear the law firms' side of things, our profession's clients are the best served group of customers in the history of service providers.
Well, we know better, don't we? Few clients (the judge that matters on this issue) believe their lawyers provide elite client service. With that level of service as an objective, I encourage to read a post by Holden Oliver at What About Clients? Holden's analysis of the role costs in client service is right on the money.
Mike Ditka was once quoted as saying that George Halas threw nickels around like they were man-hole covers. When your client says that about the way you spend the client's money, you will have achieved true client service enlightenment. Perhaps one way to move toward this objective is to ask yourself if you would [buy, spend] the [whatever the "it" is] if you had to spend your own money. If that mindset took hold, I suspect I would hear less stories about limo rides, flying first class and staying at the Peninsula Hotel than I have of late.
