Are there characteristics of the legal mindset that make it difficult for lawyers to truly deliver an excellent customer experience? Law practices aren't nearly as good at client service and customer experience as they think they are. OK, sorry: obviously YOU and your practice have got it...
Do you have 'needy' clients and customers? (what a drag!) In a way, needy customers are great - you'd prefer them to need rather than not need you. But often, customers 'act' needy because either you're not meeting their needs, or they don't feel that you're meeting their...
Do you have clients or customers? Traditionally, professionals have been quite keen on emphasising that they have 'clients', not 'customers' - and with good reason - the term 'client' implies that the service being provided is professional, is tailored, that there is loyalty involved and that...
"How's you day going?" "Lovely weather isn't it?" "That's a nice shirt" "Did you see the footy last might?" Having to navigate retail checkouts and the well-intentioned efforts of various staff to improve the customer experience by building rapport can be extremely tiresome at times. I had a dreadful experience...