Dan Hull Over at the What About Clients? Blog has a Great Post on Maintaining Focus on Client Service in Your Law Firm.
Dan digs deep into the question of establishing a culture which demands daily excellence. Dan makes the excellent point that discipline is required to create and execute a plan. Too often, lawyers simply drift through their cases. They are billing by the hour so there is no incentive for laser focus and a commitment to execution.
One of the great things about our use of the Basecamp extranet is that all client project benchmarks are defined and executed in a chronological fashion. All to do items are identified. A client can see all of the to do items that will achieve their goal laid out right in front of them. We are completely transparent.
Great job Dan and keep up the great blogging.