Employee Motivation!!
Thanks to JD Hull for linking to an old post of his on what he tells his associates. The comment by Mr. Robins below isn't bad, either. Here's the (partial) quote from JD Hull:
Every day, the client service...should be good enough to permit those employees to actually steal any client, and take them to another law firm...if they were to leave your shop tomorrow morning.
If you are not...willing to go that far with your own employees...you are neither confident about client loyalty (not to mention employee loyalty) nor really serious about delivering outrageous client service to your clients.
That's fabulous. However, one might pause and rightly ask what level of client service the senior partner delivered if the decision were that easy for the client!! :-)
A great concept to live by, though. (Don't miss the "employee loyalty" comment, too!).
