Just got back from a couple of days at Camp Shin Go Beek, a Cub Scout camp in northern Wisconsin. That’s my son, Steven, on the left. The lake was low this year, and with 10 Scouts and 10 adults on the dock, there was too much risk in casting, so the fishing was pretty lame. But Steven caught a tiny blue gill. He couldn’t have been happier. "It didn’t matter that the fish was small," he told me on the ride home. "It just mattered that I caught a fish."
After a while, I started thinking about what he said in terms of client service. And I remembered some of the comments I’ve heard in client satisfaction interviews or that I have heard directly from my own clients. Sometimes the little things made them smile big. Its a lesson I’ll remember as a Dad and as a lawyer.