Over the past ten years of speaking at professional associations, I have come to discover that I had never met a lawyer who did not believe his or her firm provided client service. Not only that, but they provided outstanding client service. With this profound statement ringing in my ears, my next question was: "What do you do to provide good client service."
If you believe that you as an individual or your firm as a group provide good client service, then you must let me know what you believe that means. My question simply is: "What are the stakes in the ground and the benchmarks by which you judge your firm's accountability.
The new buzz word in marketing and management is CRM (Client Relationship Marketing). CRM is a very complex area and issues are arising constantly about what this means to tomorrow's law firm.
I challenge you to write down five things your firm does that is considered good client service. I then challenge you to ask your clients if they agree! And finally I challenge you to ask your employees if they agree! You might be surprised.