Monday, October 26, 2009
Client Service is Hard
My friend Pat Lamb just shared this reminder in his In Search of Perfect Client Service blog (via Dan Hull)
Client service is hard. We always remind law firm attorneys to do the following three things when learning how to best serve your clients:
1. Ask how you are doing.
2. Respond to the answer to that question.
3. Go back and ask again.
Remember that every client is different, and every lawyer in every legal department in every company has different needs, goals and preferences. Learn what matters, and when you ask, you are making a promise that you will follow through.
Client service is hard. We always remind law firm attorneys to do the following three things when learning how to best serve your clients:
1. Ask how you are doing.
2. Respond to the answer to that question.
3. Go back and ask again.
Remember that every client is different, and every lawyer in every legal department in every company has different needs, goals and preferences. Learn what matters, and when you ask, you are making a promise that you will follow through.
posted by Nat Slavin / 1:44 PM
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Nat - another great post! Feedback is like shampoo - lather, rinse, repeat. It's the iterative nature of feedback that really let's you see what's important, and to fine tune service. Without frequent and continuous feedback, you just don't know.
Cheers!
Cheers!
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