Client Service Minute: Feeling Good
By Pace Law | August 7, 2013
Client service tips from Paul Alisauskas – Pace Law Firm: I met with a woman last week in our Collingwood office who gave me a handy idea about how to look at the question of client service.
She called one afternoon to ask whether we could notarize some documents for her that were being delivered to her residence in Collingwood from a law firm in Quebec. I said, “Sure.” She mentioned that, once they’d arrived, there would be some urgency to get them signed and on their way back to Quebec. I assured her this would be no problem and asked her to call me as soon as they arrived.
A couple of days later, she called first thing in the morning to say she had her documents and asked when she could come in. I told her whenever it was convenient for her; she said she’d be in around noon.
The entire transaction took less than twenty minutes, including some social chit chat. After we shook hands and as she was going out the door, she turned to me and said, “You know, you’ve made me feel very good about Pace Law Firm.”
I thought about that encounter a bit and realized, firstly, that there was nothing extraordinary about what I’d done for this woman; but secondly, and more importantly, that she’d encapsulated the notion of client service in her remark. If we all aim at making everyone “feel good about Pace Law Firm,” we’re automatically delivering superior client service. So, make it a habit to ask yourself regularly what you’re doing to make people feel good about us.