Client Service Claims
I was reading a post by a real estate consultant telling his readers that they should "tell their customers that they excel at client service," etc. Good thing he's not a consultant to the legal industry. Somebody already beat him to the punch. The vast majority of law firm web sites already say that. Here's some samples:
"Responsiveness is a hallmark of our client service focus." .gif)
"Our service to clients remains attentive, accessible and
cost-effective."
"The firm is rated highly by its clients for the quality of its client
service."
Maybe these firms truly do deliver. I don't know. I do know, though, that both existing and perspective clients aren't buying the pitch. I like the cartoon to the right. It pretty much sums up what they actually hear. Talk is cheap. If you want to catch your client's ear, tell them what client service specifically means to them (e.g. "We will call you back in less than 2 hours...."), and tell that what you'll do if you miss the mark (e.g. "We'll knock $500 off your bill each time we don't").
