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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

Before we dive deeper into what service is, let's take a look at what service ISN'T. I like to classify these distractions, marketing ploys, and wow-factor missteps as Red Herrings. This is something that you give to your client that doesn't actually move the needle for them.
Your law firm isn't a procurement agent,...