“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” – Maya Angelou Providing your clients with a great ‘customer experience’, is something many industries, such as those in the leisure and luxury goods industries, understand as being not a
“We’re not in the coffee business. It’s what we sell as a product but we’re in the people business” Howard Schultz, Starbucks Do you know what your clients actually want from you as a lawyer or a law firm? Are you focused on your clients’ actual vs perceived wants and needs? Taking a leaf out of Howard
Can you recognise the highly successful companies behind these statements? “With great courage, integrity and love, we embrace our responsibility to co-create a world where each of us, our communities and our planet can flourish” (Whole Foods) “Democratizing the skies” (Southwest Airlines) “To organise the world’s information and make it universally accessible and useful” (Google)
Aspiring to get onto the partnership track? Dreaming about becoming your own boss, starting your own legal practice? Considering applying to work at that ‘magic circle’ law firm? What is holding you back from achieving your dream? Are you consumed by self-doubt and fear? If so, it may be that your amygdala is hijacking you!
