When potential clients first enter the law office where you work, their initial impressions of the firm are influenced by a number of factors, including how they are treated by the front-desk people, how long they wait in the lobby, how they are greeted by the attorney who will handle their case, how politely and skillfully they are interviewed by the attorney, and (if this is part of the package) how well their case is delegated to the paralegal in charge.
What these items have in common relates to a service management concept called the "Moment of Truth" (MOT). By definition, a moment of truth occurs any time a client comes into contact with you or any part of your organization and makes a judgement about the service he or she receives. There are literally thousands of MOTs taking place each time someone does business with a law firm.
With typical service businesses, MOTs are either negative (no towels in the hotel, rude phone clerks, etc.) or positive (a salesperson who calls to tell you about a sale, a free car wash at the car dealership, etc.)- You can and should manage these moments to reflect service quality in your office.
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Harrison Barnes does a weekly free webinar with live Q&A for attorneys and law students each Wednesday at 10:00 am PST. You can attend anonymously and ask questions about your career, this article, or any other legal career-related topics. You can sign up for the weekly webinar here: Register on Zoom
Harrison also does a weekly free webinar with live Q&A for law firms, companies, and others who hire attorneys each Wednesday at 10:00 am PST. You can sign up for the weekly webinar here: Register on Zoom
You can browse a list of past webinars here: Webinar Replays
You can also listen to Harrison Barnes Podcasts here: Attorney Career Advice Podcasts
You can also read Harrison Barnes' articles and books here: Harrison's Perspectives
Harrison Barnes is the legal profession's mentor and may be the only person in your legal career who will tell you why you are not reaching your full potential and what you really need to do to grow as an attorney--regardless of how much it hurts. If you prefer truth to stagnation, growth to comfort, and actionable ideas instead of fluffy concepts, you and Harrison will get along just fine. If, however, you want to stay where you are, talk about your past successes, and feel comfortable, Harrison is not for you.
Truly great mentors are like parents, doctors, therapists, spiritual figures, and others because in order to help you they need to expose you to pain and expose your weaknesses. But suppose you act on the advice and pain created by a mentor. In that case, you will become better: a better attorney, better employees, a better boss, know where you are going, and appreciate where you have been--you will hopefully also become a happier and better person. As you learn from Harrison, he hopes he will become your mentor.
To read more career and life advice articles visit Harrison's personal blog.