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If you are not using checklists, what are you waiting for?

By Patrick Lamb on July 27, 2017
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Before leaving for the Amazon, Nicole left an article for me from the Illinois Bar Journal, The Checklist Manifesto for Lawyers. It discusses Atul Gawande‘s incredible book, The Checklist Manifesto.  The IBJ article is not special, but Gawande’s book is a must read.  Many years ago, I bought copies for everyone in Valorem and we became disciples.  When I wrote Still thinking: More things I think I think in 2014, I lauded checklists and Gawande’s book.  Nicole’s note to me was “They are only a few years behind!”  It surprised me that in this day and age, when efficiency is become so important and firms need to lower they cost of production on matters being handled on fixed fees, firms still have not enthusiastically embraced the power of checklists and that it was worthy of an article to mention them.

Actually, it doesn’t surprise me.  But it does baffle me how these firms continue to operate.

Photo of Patrick Lamb Patrick Lamb

I have been writing about customer service and customer experiences for more than a decade, and my passion for the topic remains.  I have looked at the issue from the standpoint of a firm manager, as a career litigator and trial lawyer servicing…

I have been writing about customer service and customer experiences for more than a decade, and my passion for the topic remains.  I have looked at the issue from the standpoint of a firm manager, as a career litigator and trial lawyer servicing customers, and more recently as part of a global law company seeking to design and deliver services that are designed to, and actually do, solve problems confronting our customers.

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  • Posted in:
    Business and Commercial
  • Blog:
    In Search of Great Customer Experiences
  • Organization:
    ElevateNext

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