Client Development: The Power of Observation

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I recently saw a video: Consultant: Law Firm Revenues & Profits Dropping, Layoffs Ahead. It is not an upbeat video for lawyers or law firms. If the consultant is right, now more than ever is the time to brainstorm ideas to make your clients “Raving Fans.”

In their book Raving Fans, Ken Blanchard and Sheldon Bowles describe the problem this way:

Your customers (clients) are a revolt waiting to happen. They’re only satisfied because their expectations are so low and because no one else is doing any better. Your customer (client) slogan should be: No Worse than the Competition.

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