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Loyalty Comes
from Great Service

A Newsletter Valuing Change

January 2010

Loyalty Comes from Great Service

Deliver great service by:

  • Making a difference for your clients.
  • Always being willing to say youíre sorry when you are perceived to be wrong.
  • Following the golden rule: treat others as you would like to be treated.
  • Having a good attitude when helping.
  • Being friendly.
  • Dressing respectfully — first impressions matter.
  • Listening.
  • Talking clearly in the vernacular of the client.
  • Performing at a level higher than others.
  • Making the client right.
  • Being highly responsive.
  • Being on time for meetings.
  • Recognizing your clients.
  • Personalizing correspondence.
  • Having solutions for clientís problems.
  • Delivering what and when promised.
  • Finding ways to delight and surprise clients.
  • Delivering value.
  • Happily making things right.
  • Being respectful.
  • Doing things beyond what is expected.
  • Being able to say no in a way that feels like a yes.
  • Giving away your time.

Whatís outstanding service mean to you?

How do you want to improve your service?

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Imagine Loyalty

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A Book Supporting Change

The Simple Truths of Service: Inspired by Johnny the Bagger, by Ken Blanchard & Barbara Glanz, is a terrific, short, inspirational book that will have you wondering how you can make a difference with your customers or clients.

The examples of Johnny the grocery bagger with his thoughts for a day and Wally the cab driver with free newspapers and beverages in his cab show how going above and beyond what is expected of you leads to outstanding, remarkable service.

"Here is a simple but powerful rule - always give people more than they expect to get." –-Nelson Boswell

Check out my latest publication:

Coaching Skills To Manage Your Law Practice
Coaching skills are an indispensable tool for managing your law practice. Whether you are a partner in a large firm or a lawyer practicing solo, coaching will help you manage your employees effectively. Coaching, done well, can improve employee performance. You'll succeed in helping the coachee (the person you are coaching) become more aware of their performance, identify problems and develop solutions. This article identifies some of the important coaching skills a manager should develop.

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