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Matt Homann invites your feedback on his latest article, "Building the Service-Centered Firm: A bold proposal to bring customer service back to the professional service firm." Here's his opener:

"How can professional service providers become professional providers of service?  In my essay, I'll argue that lawyers (and other professionals such as accountants, architects, and designers) who have embraced hourly billing have based their entire business on a model that rewards inefficiency and is at odds with the best interests of the clients they serve.  I will then offer one hundred (or thereabout) practical yet innovative ways these professionals can build their "perfect firm" by revamping their business model and putting their customers first..." More

Professional, serious comments only please.

Posted by Laurel Newby on January 24, 2005 at 06:06 PM | Permalink | TrackBack (0)


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