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What Lawyers Are Learning From Airlines

I don't know whether two posts are enough to qualify as "frequent flyers," but the past two weeks have brought a pair of posts identifying the lessons that lawyers can learn from the airlines. After listening to a talk by Dr. Rob Britton, adviser to the chairman of American Airlines, Larry Bodine came up with these lessons for lawyers from the airlines. They include grappling with the issue of concerns over price and distinguishing your firm in customers' minds (who regard airlines and law firm services as generic to some extent). And, the solutions are similar as well, such as offering frequent-flyer programs and a "first class" section for crown jewel clients. 

In the aftermath of the Jet Blue Valentines' Day crisis, I posted here about lessons lawyers can learn from David Neeleman's handling of the situation. The takeaway from my post is that both airlines and lawyers need to take responsibility and apologize for major errors to stand a chance of keeping a client -- and to have malpractice (or business insurance) to pay losses where even your best efforts won't suffice to avert a lawsuit by an upset customer or client.

Posted by Carolyn Elefant on February 27, 2007 at 06:41 PM | Permalink | Comments (0)


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