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<b><i>Voice of the Client:</i></b> Getting to Wow!
The old-school term is Client Satisfaction. It's been replaced with Client Delight, which is defined as beyond satisfaction. No matter what you call it, best-in-class client service is where it's at ' and where it will be going for some years to come.
But, just how good do you have to be, anyway? If you're a law firm Relationship Partner, do you need to earn an “A” from your clients? Or, what about a rating of 9.0 out of 10? Is that good enough to delight?
Instead, I'd like to introduce the metric, “Wow!” Please let me explain and offer some suggestions about how to find out whether your firm has earned this ultimate evocation from any one of your most important clients. But first, I digress …
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