Seth Godin just posted Four Ways to Improve Customer Service. As always, Seth’s insights are insightful and thought-provoking. The four ways are:
- Delegate it to your customers. Let them give feedback, good and bad, early and often.
- Delegate it to your managers. Build in close monitoring, training and feedback. Have them walk the floor, co-creating with their teams.
- Use technology. Monitor digital footprints, sales per square foot, visible customer actions.
- Create a culture where peers inspire peers, in which each employee acts like a leader, pushing the culture forward. People like us do things like this. People like us, care.
I think if law firms were self-critical, most would evaluate themselves as failing in each of these categories. And since many of these firms profess (well, at least say it on their website) to be “client-focused” or something akin, one can only wonder about the gap between what is professed and the truth.