Richard Russeth's "If Nordstrom's Was A Law Firm, I'd Give Them All My Business" from his blog, The Last Generalist. Lawyers, here's a new year's resolution that will make you smarter: read this blog. In this post, Russeth shares seven common client service mistakes he's seen as general counsel to an international company.
Think they don't apply to you? That you'd never commit them? Then forward the post to your clients, and ask THEM to rate you. They'll love it, and you'll probably learn something.
Best wishes for a healthy, happy and prosperous 2011 to all!
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