The Blog

Could be just a fluke that this happened twice in one day but here’s another example of how customer service transcends industry.  An old client of mine calls me up and tells me how his boss is having issues with his attorney and wants a 2nd opinion.  After a bit of delving it looks like his boss’s attorney is giving the same advice that I would.  Turns out that wasn’t the issue.  The other attorney was doing what most attorneys do – telling him that’s how it is and I can’t help you.

Clients can handle bad news or limited options but they just want a little help.  They want to be hand-held.  If you were at my seminar this weekend then you know what type of business we’re in (not the legal business).  Most attorneys don’t get that.

So now his boss is going to give me a call because I’m going to tell him the exact same outcome but I’ll let him know the pros, the cons, his options and I’ll hold his hand – really  not rocket-science here.

That’s the legal side.  Later today I step out to pick up some groceries and I’m waiting on line and the cashier tells the lady ahead of me “your card didn’t go through.”  Fair enough, so the lady swipes it again, enters all her digits, requests her cash back, etc. and the cashier turns to her and says, “didn’t work again” and blankly stares at the customer to do something about it.  For the love of God just help her out.  Swipe the card for her, type in the digits manually, offer a bloody solution or at least an option before talking to your fellow cashier about what time she gets off tonight.  Nope – none of that.

Well I’m not one to stick around so told the cashier I was leaving and left my groceries there.  I figured it would give the cashier something to do once the woman ahead of me was finally able to check out (no clue if it actually happened – I was long gone by then).

Bottom line – hold your clients’ hands.  It’s not that hard to do.  They’ll appreciate it and guess what.  The outcome of their case will be the same whether you’re an ass or a sweetheart!