Removing Customer Pain OUR MODEL FOR CONCIERGE-LEVEL SERVICE
W e are what we repeatedly do . E xcellence , then , is not an act , but a habit . — A ristotle
Unfortunately, clients rarely wind up in our office because things are going well. Divorce and child custody battles are inherently painful experiences. The people we meet are often hurt, anxious, angry, and emotional about their situations. Part of providing concierge-level service is removing customer pain. We can’t erase all negative emotions associated with a family legal dispute, but we can reduce their impact and ensure we’re not adding to our clients’ difficulty. For example, Progressive Insurance advertises a concierge claims service for automobile accidents. You report the accident, and they take care of
1. OFFER UNEXPECTED PERKS OR AMENITIES. 2. PERFORM RANDOM ACTS OF KINDNESS
3. PROVIDE A SUPERIOR DIGITAL EXPERIENCE
4. PROVIDE AN ENHANCED IN-OFFICE EXPERIENCE
5. REMOVE CUSTOMER PAIN
6. SERVE AS A TRUSTED ADVISOR
finding a mechanic, getting an estimate, completing repairs, and ensuring you have a rental car to drive. Similarly, The Manely Firm strives to take over as much of the legal process as possible without our clients needing to get into the nitty-gritty details. One of the most painful aspects of the process for our clients is simply not knowing what’s next. The unknown is scary — and when we’re nervous about what will happen, we often imagine the worst. So, our attorneys and paralegals always educate our clients on the process. Knowing what to expect eases many of our clients’ fears. And we can often tell them about a lot more than just the legal process. Our years of experience help us intuitively read the situation and understand how their ex is likely to behave. Every case is unique, but we’ve been around the block enough times to have seen many people in similar situations. Sometimes, removing customer pain also involves telling harsh truths. Clients deserve honest assessments of their cases, even when they’re unpleasant. But as painful as it can be to hear that you’re extremely unlikely to win custody right now, it’s less painful than going through a protracted, expensive, emotionally draining process for little to no gain. Once the client accepts the situation, we can turn our attention to changing it for the better in the future. Finally, we always aim to lead our clients through the process with care and compassion. Even when handing out bad news, we can do so in a way that honors our clients’ emotions and humanity. Our goal is to treat every client’s case the way we would want ours to be treated — with kindness, determination, and their best interests at heart. That’s how we reduce customer pain.
S imple B ok C hoy C hicken S oup
Inspired by TheSpruceEats.com
I ngredients Is the chill of winter lingering? A hot bowl of this Asian-inspired soup will warm you right up! Our recipe makes 4–5 servings.
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3 cups chicken broth 1 tsp red pepper flakes
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1 garlic clove, chopped
10 leaves bok choy, thinly sliced
2 tsp soy sauce 2 tsp sesame oil
2 cups shredded rotisserie chicken
D irections 1.
In a medium saucepan, bring chicken broth to a boil.
2. Stir in red pepper flakes, soy sauce, sesame oil, and garlic. 3. Add bok choy leaves and rotisserie chicken. Simmer for 10 minutes or until the bok choy is dark green and tender. 4. Enjoy with slices of your favorite whole-wheat bread!
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