Have a look at Building customer relationships is the key to success Posted by Ed Poll on July 1 in his LawBiz Blog, where he cites three service examples from Dan Coughlin’s Business Acceleration Newsletter: Nordstrom, US Postal Service and Toyota.
Punchline: I strongly recommend that law firm leaders look outside the legal profession for illustrations of good and bad service in order to stimulate thought about what legendary service might look like in their own firm.
For those interested in my 2001 article Legendary Service for your Clients, (which appeared in the National Magazine, published by the Canadian Bar Association), feel free to download it by clicking on the title.