I recently had the privilege of attending a program on client service given by my friend and colleague Randi Busse of Workforce Development Group, Inc. Randi is a client service and client retention specialist, and since client experience is one of the areas in which I work with my clients, I always enjoy an opportunity to speak with Randi about what she does.
With Thanksgiving only days away it's a great time to think about how you can be of service to others, both inside and outside of your practice. Unfortunately, all too often the focus is placed on technical skill rather than on service, even though it is well known that clients leave more often as a result of service and the way they are treated than because of a lack of skill, experience or knowledge on the part of the lawyer.
In the spirit of the Thanksgiving holiday, I'd like to share two things (courtesy of Randi) that I hope will help you to be of service to your clients not just this week, but every week.
The first is Randi's website where you can get ideas and information on customer service and sign up for her newsletter for new information every month.
The second is a link to a video that Randi turned me on to, which shows that no matter who you are or what service you provide, there are little things that you can do to create a 'WOW' experience for your clients.
The video is the story of a grocery store bagger with Down's Syndrome who changed the whole culture of his grocery store by doing one simple thing every day that wowed his customers and inspired his co-workers. The video is The Simple Truths of Service which accompanies the book by the same name by Ken Blanchard and Barbara Glanz, but you can see the video by clicking on the link on the right side of the page here.
Happy Thanksgiving!
If you've been inspired to wow your clients or provide an exceptional experience for your clients, please share your stories and help others to learn how they can be of service, too by leaving a comment.
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