Practice Management

"All hat, no cattle"

By Dan Hull

Real client service--i.e., know-how consistently delivered as an experience the customer likes and wants more of--is by now a global cliché. Hey, you must say you are "into" it--but do you even know what it is? It sounds easy, and intuitive to the speaker and listener. "Client and customer service...how hard could that be?" But making a client be safe and feel safe at the same time is as hard an order to fill as we can imagine.

Whether you're a lawyer, accountant or house painter, superior work alone won't keep a good client or customer coming back. Clients want something more. You have to figure out what that is. And then everyone in your shop--yes, everyone--has to buy into CS like a cult, like a religion, like an angry sermon that took them out of their pews at The Church of the Final Thunder.

Full post as published by What About Clients? on August 01, 2008 (boomark / email).