Client Service Is Not A "Frill"

Posted on 04-10-2014 by
Tags: social business , Upgrading Your Skills , client experience , people , productivity , clients , law students , business development , legal marketing , social law firm

In society today, with information and technology growing at an explosive rate, many companies have made the mistake of hiring technically gifted people under the assumption that they can re-engineer any bad attitudes through sophisticated training programs; however, according to an article featured at, "the most admired companies in the world are absolutely rigorous about hiring. In fact, it is a strategic priority for them by knowing the price they will pay for “just filling a position.” 

For example, Southwest Airlines has been rated by Fortune Magazine as the best place to work in America. Why? The answer can be attributed to the kind of attitude Southwest Airlines looks for in potential employees.

The Southwest Airlines mantra: We’ll train people on whatever it is they have to do, but one thing we cannot change in people is inherent attitudes. 

As featured in the article Client Service Is Not a Frill via The Associate’s Mind, “exceptional client service is an attitude. It’s not something you do once a day. It’s not a training program or a weekend seminar. It’s the hundreds of little actions you take every day that impact the client. It’s an all-encompassing force that has to be infused into every aspect of your work. And it’s not the sole responsibility of the person who has the client contact. Everyone has to understand that when they work, it has an impact on how clients value the services provided by the firm."

While we are all aware and know of the many colleagues today who are suffering from the consequences of poor hiring decisions, do you have any best hiring practices you have found when hiring law students or new employees? 

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