Little Things Mean a Lot … Or, How Ignoring the Details Can Cost You Business | Jan Copley Atticus Blog | California
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Jan Copley
Certified Practice Advisor
Atticus, Inc.

530 South Lake Avenue, Suite 250
Pasadena, CA 91101
(626) 696-3145
(626) 421-6747 (fax)
jan@copleycoaching.com

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Little Things Mean a Lot … Or, How Ignoring the Details Can Cost You Business

October 24, 2012

Filed under: Practice Management — @ 6:26 pm

My brother-in-law died recently, leaving his widow, my sister-in-law, with an estate to settle. For us lawyers — especially the estate planners — it probably looks like a pretty simple estate to settle, but, for my sister-in-law, it’s overwhelming.

So, my sister-in-law made an appointment with the local lawyer who had drawn up her and her husband’s wills. What happened? She walked into a messy office, was greeted by a distracted receptionist, had to wait fifteen minutes, and then shown into the lawyer’s messy office. The experience did not instill confidence in her, and my sister-in-law chose not to retain the attorney.

So, what’s the point of this particular blog entry, you say? It’s that because this lawyer was sloppy about first impressions, he lost business. And, if he’d just used some manners and common sense, my sister-in-law probably would have retained him — she was already predisposed to do so.

What should the lawyer have done differently? He should have focused on the message he was conveying through first impressions, including:

  • Keeping his reception area and meeting room clean and neat
  • Making sure my sister-in-law was greeted warmly —and with sympathy — at the door
  • Not making my sister-in-law wait

And, really, how hard would it be for him to do these simple things? Wouldn’t it be worth it so that he wouldn’t lose business?

Please let me know how this helps you!

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