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Lawyers Take Lessons From the Ritz

Law practice guru Allison Shields was on to something when she pointed out how lawyers can learn about client service from the hospitality industry. According to this article, "Firms turn to hotels to learn better service" (Wall Street Journal 7/23/06):

A growing number of companies in industries not known for great customer service -- banks, hospitals, law firms and car dealerships, to name a few -- are increasingly seeking help from luxury hotels that pride themselves on service, like the Four Seasons Hotels Inc. and Marriott International Inc.'s Ritz-Carlton hotels. (New-car dealers were among the 10 industries that consumers complained most about in 2005, says the Council of Better Business Bureaus Inc., while hotels were ranked 31st.)

I question how successfully the Ritz-Carlton lessons will transfer to law firms for this reason. One of the lessons taught at a recent class attended by at least one law firm executive was that "until you get happy employees, you're not going to make the leap to happy guests." If client happiness ultimately depends upon associate happiness, law firms have a long way to go before they can truly satisfy clients.

Posted by Carolyn Elefant on July 24, 2006 at 06:01 PM | Permalink | Comments (1)


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