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

Monthly Archives: July 2006

Overcoming The Lake Wobegon Effect

Posted in Leadership and Management

Harry Beckwith’s Invisible Ink column for July had some interesting thoughts worthy of consideration.  First, Harry noted that 80% of surveyed companies said they delivered a “superior experience” to their customer.  The customers, on the other hand, said 8% of companies delivered a superior experience.  This gap, which Harry (and others) label The Lake Wobegon… Continue Reading

The Bus Methaphor: Further Thoughts

Posted in Leadership and Management

I was cruising through my Bloglines feeds and stopped at Golden Practices (nicely redesigned).  Michelle Golden is one of my favorite bloggers.  That’s why I was so surprised by how much I disagreed with her post on The ‘Good To Great’ Bus Metaphor.  For those of you who have been on vacation for the last five years,… Continue Reading

Happy 4th of July From The Shores Of Lake Michigan

Posted in General

  My family and I are enjoying a long weekend at our lake home in Stevensville, Michigan.  I’ve been playing with a new digital camera.  These two shots are from the top of our bluff overlooking scenic Lake Michigan.  I wish you all a happy 4th of July!