It doesn’t matter what profession you are in, you are in the business of CUSTOMER SERVICE…
Yes even if you practice law - customer service!
Actually, especially if you practice law. The clients here are in need…
Shock horror - some might say.
Not to customers - no way.
That is what they want and complain about the most when dealing with a bad lawyer experience.
BUT many in our profession and many who have so much experience don’t seem to see it like that…
Like other industries and forget that whilst we are delivering advice we are still providing a customer service.
Sure, we also have strict rules like the Australian Solicitor Conduct Rules, duty to the court and other obligations that may mean we can’t blindly follow client instructions…
But to me, that means we must work harder to communicate those obligations - so our clients understand and see our efforts to deliver within a framework…
BUT it doesn’t mean we don’t deliver ‘customer service’
The stories I hear of other clients treatment by lawyers sometimes shocking, and I really reach out to lawyers and say we can do better.
What experience have you had with a lawyer that’s made you shake your head?
Or better…
What experience have you had with the Lawyer that showed great customer service?
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