The first quarter of 2021 is wrapping up and firms are starting to evaluate how to safely get back into the office. It has been a very strange year, but law firms are reporting better than expected results from 2020. Am Law 50 firms saw a 7.5% growth over 2019 with total expenses down by…
At the LSSO conference in Boston this summer, I heard this fantastic quote that has stuck with me: “It’s about the service, not the pledge!” This is so true! How many times have I looked at websites, read brochures, heard radio ads and spotted a “service pledge” addressed to clients? They proclaim that the service…
I had two great service moments that I feel compelled to share. Not because the acts were particularly profound, but because they made me pause for just a minute and feel good about the businesses I chose to patronize. It has been a while since I have had such positive customer service experiences. All the…