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January 06, 2006

"What About Clients?" Rules--So Far.

Here are the first 6 rules, and "commentary", posted between November 19 and January 5. Just 6 more to go. When all twelve are done, they will represent what I know about servicing clients. I am grateful for the insightful commments, posts or e-mails I've received in reaction to these since November 19. Often they made me re-think things--and it's bracing to know others carefully think about customer service. Hey, a lot of people providing services just don't:

1. Represent only clients you like.

2. The client is the main event.

3. Make sure everyone in your firm knows the client is the main event.

4. Deliver legal work that changes the way clients think about lawyers.

5. Over-communicate: bombard, copy and confirm.

6. When you work, you are marketing.

Posted by JD Hull at January 6, 2006 01:10 PM


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