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Should You Ever Deviate from your Customer Service Systems?

Should You Ever Deviate from your Customer Service Systems?

By Nina Kaufman, Esq.

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 the fine print (my inner lawyer had obviously accepted this time as vacation), which clearly stated the special offer was open to “Local residents only.”  No way midtown Manhattan could be “local” to Los Angeles. Membership Counselor James Sandoval took this all in stride, smiling like he could have been Manti Te’o’s twin brother (if he had one).  “Let me talk to my manager,” he said. James reported back within a matter of minutes.  24 Hour Fitness Express was prepared to honor the three-day pass nonetheless—not just for the first day, but for all three days.  Wow!  I had steeled myself for paying the gym’s day rate. Gratefully, I accepted this unexpected gift—a real bright spot in my morning. From…

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Nina Kaufman

Flying solo doesn’t have to mean going it alone.

I’m Nina Kaufman.

I know first-hand that running a knowledge-based service business has unique challenges. It’s so much easier when you have an advocate in your corner. Over the past 25 years, I’ve worked with thousands of New York business professionals who want a legal advisor to guide and support them as they navigate the business world.

With wide-ranging experience as a business attorney, strategist, and media authority, I bring the added power of a business lens to the legal issues my clients are facing.

And because I’ve been a business owner myself, I’ve lived through the soaring highs and devastating lows – like when my first law firm failed. So I understand what’s involved to serve great clients, detect business risks early and build a true legacy.

I can’t get those 12 years back. That’s why I have made it my mission to ensure that business professionals like you can become wise and discerning leaders, build a solid business, and live your best life.