Customer Service Lessons From a Restaurant Company General Counsel
In the March 2007 issue of InsideCounsel, there is a single quote by Jay Stieber that I think is priceless (in a MasterCard sort of way):
Q. Why is LEYE [Lettuce Entertain You Enterprises, Inc.] so successful?
A. We view the dining experience as the sum of the entire experience, so we’re very focused on giving value to our customers....
I'll leave each individual lawyer to iron out the details of what that means to each individual customer, but the whole undergirding philosophy behind it belongs on every lawyer's wall, their desk, the elevators to the office, their invoices, maybe even the restroom walls. No lawyer should be able to walk anywhere in the office without being reminded of that! .jpg)
I suspect that it's not priceless, though. Some math wizard could put a dollar value on the firm that truly operated with that philosophy, and it would be a very large dollar figure, indeed!
I know where I'm going to eat next time I'm in Chicago.
