This week’s #BizDevTip looks at the importance of great client service delivery from the client’s perspective.
For the last month or so I have had the following quote – attributed to Joey Coleman – pined to my board at work:
“The experience you create for the customer is the last great differentiator.”
Pretty controversial stuff for law firm partners to grasp – and we all know how hard partners work at trying to avoid controversy!
So it was with particular interest that I read last week’s “In-house interview” on The [UK’s] Lawyer website with Steven Webb, head of legal, Premier Farnell, who stated:
“Some external firms think that knowing the answer to the legal question is worth something – and it is, but only a bit,” he says. “There are eight firms in Leeds that could do an acquisition for us, but [what sets them apart is] customer service – things like how advice is delivered…”
The appropriate part of Steven’s comment worth repeating…
“but [what sets them apart is] customer service – things like how advice is delivered”
There you have it: Validation!
And so, a tip that young lawyers today might want to keep in mind is that:
today lawyering is less about being technically expert [a given], and more about delivering an exceptional experience your client can remember…