Dec 13, 2022
We've built the pieces of the machine for great service, but now it's time to focus on the fuel - your employees. People are the most important thing in your business, and we can't skimp on it.
I break this episode down into two main parts: how to hire and how to train and manage.
The most crucial single point is in...
Dec 6, 2022
Have you progressed beyond the dark ages of stodgy, antiquated
law practice? If you're listening to this show, I bet you have, but
has your service delivery fully embraced the current experience
economy? What does that even mean?
Our guest, Joe Pine, is here to explain. Joe is a distinguished author, speaker, and...
Nov 17, 2022
Now that we've laid the groundwork for building great service, and talked about how to avoid pitfalls, we should really define the scale that we're grading service on. We are, after all, the Five Star Counsel Podcast! So what makes a "Five Star" experience?
I'll give some detailed examples of what goes into an...
Nov 1, 2022
Oct 27, 2022
What does it mean to have "your process"? How do you make sure that everyone on your team knows what to do, and when to do it? We're getting in the weeds on how to set up your practice so you know what's happening with all of your clients, at a glance.
The reason we're spending the time on this is to make sure...