By
Pace Law

Client Service Minute: A Study In Contrasts

May 30, 2013

Client service tips from Paul Alisauskas – Pace Law FirmA couple of days ago, I encountered two very different approaches to client service:

I had a guitar strap with some of the stitching letting go. I needed a section of about 3” in length to be sewn. I located a shoe and sport repair shop in Collingwood that would have a sewing machine up to the task. I walked over at lunch time, hoping it could be repaired while I waited.

The proprietor was nice enough; he looked at the strap and said he could fix it. When I asked how long it would take, he expansively spread his arms to showcase his “huge” backlog of work. He then regaled me with unsolicited facts; that he was working two jobs; that this time of the year was “usually slow, but not this year”; that he was being run off his feet, etc. After a while, having given up any hope of getting it fixed today, I asked him when I could pick it up. He furrowed his brow and said, ”At least two weeks…maybe.”

There’s an old saying: “Want something done? Ask a busy person.” Well, apparently that’s only true half the time.

I was getting mildly irritated at this point and I asked how long he thought this “job” might take. He said, “About ten minutes.” In other words, less than the approximate amount of time I’d already spent in the shop at that point. He added: “Not everyone can be first.” I thanked him for his time, took my strap, and left.

Later that day, while getting something out of my car, I noticed some fluid on the driveway. I decided to get the car looked at. On my way home, I stopped by the oil change shop to make an appointment for the car to go up on the hoist. The proprietor was working on another car at the time, but asked me how he could help me. When I told him, he got me to drive my car up on his second hoist right then and started to look for signs of a leak. He spent a few minutes carefully checking fluid reservoirs and hoses. He soon declared the car to be OK. As I was reaching for my wallet, he just waived his hand and resumed the job on the other car. He added: “Any time….”

There’s an old saying: “Want something done? Ask a busy person.” Well, apparently that’s only true half the time.

Which of these folks are you like?

Share This Post
Email
Facebook
LinkedIn
Twitter
Trending Posts
Read More Insights
Events
By
Pace Law
Pace Law Firm is always looking to expand our business and elevate it to the next level. On Thursday November 24th, Pace Law Firm attended the Canadian Mortgage Summit (CMS) to hear from the industry’s top mortgage brokers, lenders and solution providers.
Firm News
By
Pace Law
We are proud to announce that Pace Law has become a multi-service firm and is launching a new website to accommodate our growth in different areas of law!
Events
By
Pace Law
The National Day for Truth and Reconciliation takes place on September 30th for the second consecutive year. Each year, September 30th marks both Orange Shirt Day and National Day for Truth and Reconciliation.
Real Estate Law
By
Pace Law
In key Canadian cities, the housing inventory may reach a crisis stage, according to a recent analysis from RE/MAX Canada. The analysis confirms that governments must take quick action to address the critically low supply of available homes.
Personal Injury
By
Pace Law
As the winter months get closer, it is critical to plan ahead and take precautions as needed to reduce the likelihood of mishaps. Nearly 30% of all motor vehicle incidents, according to recent RCMP data, happened on slick, snowy, or icy roadways.
Real Estate Law
By
Pace Law
Two weeks after the provincial administration submitted Bill 109, the More Homes for Everyone Act, 2022, on March 30, 2022, it obtained royal assent on April 14. The last step needed for a legislative measure to become law is royal assent.

Get in Touch

Call us now or fill out the form to discuss your case with an experienced legal professional.

Our Locations

Office Location

191 The West Mall, Suite 1100
Toronto, ON M9C 5K8
Phone: 1-877-236-3060
Fax: 416-236-1809

Office Location

191 The West Mall, Suite 1100
Toronto, ON M9C 5K8
Phone: 1-877-236-3060
Fax: 416-236-1809

Scroll to Top