customer service

On a recent trip to Santa Monica, my husband and I stopped into 24 Hour Fitness Express. Armed with a free three-day pass and dressed to sweat, I was ready to climb the Stairmaster and pretend to work off the previous night’s dark chocolate lava cake dessert. Only there was a problem—I hadn’t carefully read […]

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They say that the key to happy clients is to underpromise and overdeliver.  But I just returned from an absolutely AMAZING 5-day workshop in L.A. given by Peak Potentials, called Train the Trainer 1 (How to Earn $20,000 a Weekend Teaching What You Love), which turns that adage on its head.  Peak’s approach is to “promise big […]

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Customer Service 101 for Lawyers involves more than just doing legal work.  It includes: Choosing clients who are the right fit for your firm’s size and expertise Keeping current, not just on law but also on trends affecting your clients’ issues Clear and timely communication Thinking creatively It’s a tall order.  But if you can […]

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We noted in the previous post why communication plays a vital role in keeping customers happy. But if communications requires good people skills, the third “C”, creativity, requires good lawyer skills.  Clients are happy when you solve their problems.  When you’re solution oriented, not a “deal breaker.”  That’s hard to do when you don’t have […]

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We noted in the previous post on competency why you need to resist the temptation to be all things to all people.  Another element of keeping customers happy is communication. By the time clients reach your firm, they’re nervous.  Maybe they’re in a jam and need help (they’ve been sued); or they see the writing […]

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We noted in the previous post that the three “C’s” of good customer service are competency, communication, and creativity. Are you competent to serve the customer market you’ve chosen? Competency has two factors:  choosing and currency.  What areas of practice have you chosen, and are you keeping current in all – not just some — […]

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[Although I originally wrote this article as “Customer Service 101 for Lawyers” [GP/Solo Magazine (American Bar Association), Jan/Feb 2008], there are a number of lessons that apply to small businesses in general.  Read this 5-part series to find out what they are .…] “Haresh” arrived at my law office, visibly agitated.  He thought he had […]

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Satisfied customers don’t grow on trees, ripe for the picking.  Yet without them, your company is doomed.  Most businesses models rely on repeat customers, customer referrals, or at least, the credibility of satisfied customer testimonials.  If you want your business to succeed and grow, it must attract and satisfy customers. Repeatedly. Seems pretty straightforward, but […]

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When was the last time you had a good customer service experience? I mean really good customer service — memorable, like a breath of cool, fresh air on a humid day? I had a great customer service experience with JackRabbit Sports recently, and given that I speak frequently on the subject of training your clients […]

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