1. Excellent service providers do not do only what is asked of them. They go above and beyond and offer to help in many ways. They think ahead, think proactively, set calendar reminders-to-self to make time to stop and think about their clients and contacts, then suggest and initiate ideas/options.
2. Never forget that all of us who work in law firms are in the service business. You are never going to be done paying dues, so own the fact that nothing is beneath you. It may sometimes seem the work is beneath you. You may not enjoy it. Others will likely take credit for it. But this is a lawyer’s job…to make clients look good and be more successful.
3. Always be just a little bit early for an appointment. If you must be late, call ahead to warn them. It shows that you think they are important. Everyone likes to feel important.
4. When your client or colleague is coming to visit or is in your office, you are the host. Act like one. Make it easy for them to find you, park, get their parking validated as needed, etc. When they arrive, ask to take their coat, ask if they would like water, coffee and/or food as appropriate.
5. Remember that lawyers/clients don’t always want nor need something actually done. Sometimes they just need someone to listen to them.
6. Before beginning the work, ask your client and/or supervisor what success will look like. I.e. ask: what are your objectives/desired result(s)? Don’t just guess or assume. You’ll probably be wrong.
7. Value other people as highly as yourself. Other people are busy too. Be considerate and guard their time as well as your own. Establish and maintain trust. Do not engage in and/or repeat gossip.
8. Your answer should never be “No, you can’t!”, instead say “Yes, let’s figure out how you can.”
9. Return phone calls and email promptly, or have your assistant do so for you, i.e. “John will be in court until late tonight” or “I will get to this on Thursday”. Use auto out-of-office messages and be sure to include a back-up contact name, email and telephone number.
10. Say please and thank you to everyone, every time.
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