May 22, 2006
Excellence: In the Details
What if we lawyers put into our efforts to retain clients 10% of the attention to detail most of us put into our substantive work? If we did that--i.e., focus increasingly on the details of service delivery in addition to the "legal work" itself--we would seldom need to market, except through servicing existing clients we want to keep. On that subject, Tom Collins at More Partner Income has the post Excellent Law Firms Sweat the Small Stuff:
I’m on the same page with John L. Michalik, former ALA Executive Director, when he says [in the April/May 2006 issue of ALANews], “How can we be trusted with big things and big responsibilities if we’re not trustworthy as to those things that are small?”
“To achieve excellence and success...you often have to care more than others think is wise, expect more of yourself than others think is possible, and do more than others think is enough. A starting point for that is realizing that everything does count, and the size of the problem, task or the error to be corrected is not determinative of its importance.“
Caring about the small things sets the standard, and how the small things get treated determines how the organization will deal with the really big things. Everything counts!
Posted by JD Hull at May 22, 2006 10:04 PM