Service Excellence is Not About Returning Calls on Time!

I often hear individuals say "we've run a seminar for our staff about service excellence." Well folks, service excellence starts at the top. Do you belong to a private country/golf/swim club? Why? You can golkf/swim/play tennis on town courts--the why answer is service. Would you rather stay at a Ritz Carlton or a $49/night hotel? The answer: service at the Ritz is where it's at. So think about how your firm can be the Ritz Carlton of law firms. Every touch point with a client speaks loudly about your firm. It's time to make service a top/down firm initiative. Your in the service business and it's all about the clients. Think about it! Then act before your competitors do and before your clients insist on it. Loyal clients pay more--it's a proven fact.


At 10:23 AM, Blogger Catherine MacDonagh said...

Right. Service must permeate every level of the law firm in order for the client to really feel it. It can't be limited to the partner with the primary client relationship or even the team of lawyers that services the client.

The law firm, as an organization, must have a service initiative to which it subscribes: office services, word processing, marketing, finance, information, technology (you know, the "non" lawyers) all impact the experience a client has with a firm.

Firms had better pay attention to the wealth of data that supports the business case for training and accountability at all levels.


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