How Client-Focused is Your Firm?
“A firm without client service is like stuffing money into a pocket full of holes” – David Tooman, Client Service Expert This quote perfectly illustrates just how important client focus is to the success of most of America’s leading and most productive law firms. According to a recent study, the top three reasons clients sign...
Read more.Client Service from the Inside-Out – Part Two
As I continue to think about how our internal processes and procedures impact the external client experience, I realized that often it is best to see examples so that you might better share these with your team. So here are some internal examples of poor service mentality and the way it can be experienced externally...
Read more.Client Service From The Inside Out
By Lauren Currin I was talking to a client the other day and we were discussing the implementation of yet another “client satisfaction survey”. This would not have been their first appeal to their clients for feedback regarding their level of service, but their third! And, yet one more opportunity for a set of potentially...
Read more.Wrapping It Up (And We’re Not Just Talking Presents!)
It is amazing to me that another entire year has come and gone and once again I feel like we just started! At the same time, I reflect on all that has happened in the past year and I am totally overwhelmed. A Presidential election, the 2012 Summer Olympics, Superstorm Sandy…And those don’t even begin...
Read more.Achieving Excellent Client Service — Will Your Clients Follow You?
In this day where solo practitioners are almost a thing of the past and firms are merging daily, the determining factor of whether you retain your clients has been and continues to be your client service. As the saying goes, “People don’t do business with businesses, they do business with people.” This shows the importance...
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Client Centric Focus + Truthful Self-Knowledge = Superior Client Experience: Are We Listening to the Right Sources?
Several passages from a favorite book of mine, Bread for the Journey, a daily journal by Henri Nouwen, made me think about the vision and importance of being client-centric and the overall client experience. In order to maximize the client experience, we must first maximize ourselves and our own personal “experience” and self-knowledge. Henri Nouwen...
Read more.The Magic Touch©
Often when talking to one of my law firm clients, I hear stories starting like this: “You’re not going to believe this, but …” “Boy, did I get lucky …” or “Let me tell you about the coincidence that happened the other day.” Whenever I hear comments like these, my ears perk up because I...
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The Face of Business: Doing Business with People
People have always enjoyed doing business with people. Prior to the industrial revolution we purchased goods and services from local professionals in storefronts. It’s only been in the last 100 years or so that we’ve ventured away from this, doing business instead with large faceless companies that we consider successful not because of our personal...
Read more.What Your Clients Really Want
Here’s a question for you to consider: You may be what your clients need, but are you what your clients want? Sometimes we become so focused on the work that we’re doing and our own perceived value, that we forget to put ourselves in our client’s shoes and think about what they value. And when...
Read more.Culture Shock–Do You Have an Office or an “Experience”?
As I was thinking about the Thanksgiving holiday as well as the upcoming holiday season (whichever holiday you celebrate) and what they really mean, I was reminded of what really “makes” those times so special. It is the taste of your mother’s holiday recipes– the turkey, the stuffing, the sweet potatoes with cinnamon and the...
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