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When you want to improve people’s performance through observation and coaching
“Are our lawyers good on the phone?”
One of my legal customers asked me this the other day. He wanted to know how customer focused his people are. So, I called six firms, including his, telling each of them I’d been in a car crash and asking whether they could help me.
Every one of them asked great Lawyer Questions: “Where did it happen?”, “Were there any witnesses?”, “Have you called the police?” And so on.
But do you know what not one of them asked?
“Are you OK?”
They were so focused on following the process that they forgot the #1 output: to make sure the customer was alright.
I thought that was pretty alarming. Even worse, if their manager had been observing them, he ...
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