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August 17, 2006
Make client service standards part of each employee review.
We've discussed this idea before. If (a) you have chosen to build a truly client-centric firm, and (b) some of your partners and employees don't buy into constant improvement and innovation in customer service, tell them goodbye. Do that right away. Your co-workers either love--or don't love--the idea of great customer service. You can't teach people to get excited about it. Don't try.
But if they do "get it", keep those people, and challenge them to keep thinking and improving by incorporating specific customer service standards and goals into each employee performance review. Those standards may vary from position to position and from employee to employee. Whatever they are, make them as important as technical skills. Measure yourself and your employees by them.
Posted by JD Hull at 11:23 PM | Comments (0)
Go east, young dude: What's so special about China, anyway?
For answers, see a couple of great new posts at Asia Business Intelligence and Asia Business Law (a bonus is ABL quotes Hunter Thompson). And here's an excerpt from ABI:
Possibly more so than ever, international law firms are targeting Asia, and especially Greater China. More and more newly-qualified lawyers are starting their careers with aspirations and intentions to work in Asia, and many are approaching the path as "Asia specialists" first, lawyers second.
Read these. "You bought the ticket, take the ride..."
Posted by JD Hull at 11:23 PM | Comments (0)
Well, I think this is international legal news.
From Charon QC...the Blawg, our London pundit, spiritual leader and alter-ego of Mike Semple Piggot, here is "Bar in China Allows Customer to Beat Up Staff", based on a BBC report from earlier this month. Next week "WAC?" promises to give the correct explanation of "QC", or Queen's Counsel, a distinction given to barristers for over 400 years. And even more prestigious than Super-Lawyer.
Posted by JD Hull at 04:32 PM | Comments (0)