Legal Commentary

"First and foremost, we want you happy."

By Patrick J. Lamb

You might imagine that my standards for client service are pretty high.  Those who know me best would disagree with "pretty high" and substitute "unreasonably high."  So I don't have too many examples of being on the receiving end of great client service.  On those rare occasions, I want to share the experience by shouting it from the tops of mountains and, of course, sharing it here.

My friend-since-law-school, Kathy Erwin, heads the Chicago office of Counsel On Call, a contract lawyer placement firm.  COC's differentiates itself by providing exceptional temporary talent.  Valorem has been the beneficiary of some unbelievably great placements.  Without getting into the nitty-gritty, I asked for something to be done in a way that was economically helpful for us, not so much so for COC.  I hit the send button and before my finger was even off the keyboard, Kathy responded with this:

   "However you want to work it is just fine, Pat. First and foremost, we want you happy."

No time spent thinking about it.  No calls to headquarters.  No number crunching.  No hand-wringing.  Just keep the customer happy.

Guess who's happy.  Guess who earned lots of loyalty points.

Full post as published by In Search of Perfect Client Service on May 21, 2008 (boomark / email).