Trust In Any Relationship
Trust is the backbone of any good relationship, be it with your spouse, friend, employer, doctor, or, yes, your law firm. You simply cannot deliver good client service without trust. Without trust you have an adversarial relationship. You have a problem.
It came to mind for me in a conversation I was recently having with a new client of LexBlog's, legal search recruiter Courtney Sapire (whom I would rank extremely high on the I-trust-her scale). Thanks Courtney. In my conversations with her I've always come away with a sense that she's extremely trustworthy. I'd recommend her in a heartbeat if somebody asked me who to call.
Would your clients do the same for you? It's the highest compliment. They're telling you indirectly they trust you enough to put their reputation on the line, like I'm doing for Courtney! That's huge.
If I could think of only one question to ask as a good indicator of your client service posture, the question "Do you truly trust us?" would be given serious consideration. It answers a lot of other questions in the process.
