I admit it. I love great service.
Whether it’s delivered in a shop, a hotel, a doctor’s office, or even by Amazon, I notice it.
Unfortunately, outstanding, truly-memorable service has become a rarity, though when you experience it, it’s a delight and worth noting.
In order to gain referrals — either as a lawyer or as a restauranteur — your work and the delivery that surrounds that work needs to be outstanding. It’s a higher threshold to reach for than the solid service that simply maintains loyal customers.
By providing outstanding service and tracking referral business, we are better able to see what type of service is working, and be more likely to continue to ignite these events.
For many years, I’ve been a fan of the work of Fred Reichheld. If this topic is of interest. I encourage you to look at his posts and read his books.
