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Service With A Smile: Cutting Client Services Means Cutting Profits
Faced with the most difficult economic conditions in years, many law firms are looking for ways to maintain a competitive edge ' without negatively impacting cost structures. Investing in client service is a strategy that reaps both long- and short-term benefits.
Historically, firms in other industries target client service as an area ripe for cuts in poor economic times. Front line support personnel such as administrators and client service reps are treated as “nice to haves” and are usually the first to go. Client service training initiatives are either scaled back or eliminated entirely. While these cuts may initially impact the bottom line, they eventually chase customers away.
Imagine if you checked into a luxury hotel such as the Ritz Carlton and had to park your own car or carry your bags to your room. Would you find it odd that an institution known for its great level of service would eliminate key customer facing positions? Of course you would. The Ritz Carlton is able to charge a premium because of its great service, and endures great customer loyalty because of it. The Ritz Carlton does a fabulous job of consistently finding and training service minded personnel across its multitude of properties and is thriving today ' in spite of economic conditions.
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