If you want existing clients to like you as much as possible and even more so prospective clients then use proper names in conversation. Now there’s PROOF if you need it.
Most probable reasons you may not be using proper names in conversations:
“Ford & Harrison, a 190-attorney labor and employment firm, has tossed out billable-hour requirements for first-year associates. The program aims to close the practical-skills gap of law school education and increase value to clients. The firm also hopes it will enable associates to handle meatier matters more quickly.“ according to Leigh Jones of The National
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I was fascinated by this piece at the Consumerist: How To Beat The Stock Market: Buy Companies With High Customer Satisfaction Scores
If the same phenomenon occurs in the legal profession, there would be a tremendous return on investment from enhancing client satisfaction.
The story is that
Thank you Michelle (of Golden Practices) for mentioning my email etiquette post and taking the thought further to embrace phone calls:
Michelle goes on to say:
Another rudeness that Gerry’s post makes me think of are abruptly ended phone calls. The failure to say "good-bye," or even "thanks," and simply ending a call by
Here’s a quote from an article called ‘Yours Truly,’ the E-Variations in today’s New York Times:
Many e-mail users don’t bother with a sign-off, and Letitia Baldridge, the manners expert, finds that annoying. “It’s so abrupt,” she said, “and it’s very unfriendly. We need grace in our lives, and I’m not talking about heavenly grace.
The Secret Step: Asking the delegatee for ideas regarding the assigned task.
Four reasons why your delegatee may have an unanticipated but valuable contribution to make
1) Your delegatee may have performed a similar task in the past for someone who knew something different (and valuable)
2) Your delegatee may be just creative enough
I have included "delegating" as a client relations skill for 23 years – with it comes increased client satisfaction – without it comes client and associate dissatisfaction – you choose.
Thank you to Rod Boothby of innovation Creators (whom you will find on my blogroll)
Lovells has more than 1600 lawyers in 26 offices worldwide and according to RollOnFriday "the firm has signed a deal with Cass Business School and from next month, lawyers who’ve been at the firm for around two years will take a two year business foundation course in the evenings. Once this is completed, they’ll spend
The human race has one really effective weapon, and that is laughter. Mark Twain
Rajesh Setty of Life BEYOND CODE in his post "Ways to distinguish yourself #153 – Use humor right!" has some importanmt rules for the use of humor that we have long subscribed to in Edge. Check it out!
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Seth Godin’s blog post on Receptionists is 100% correct. When I was a managing partner, my firm required a receptionist for our largest office. I personally reviewed 215 applications myself and created my "A list", about 42 applicants, whom I invited for interviews late one afternoon. I asked 6 of my partners to help
