Motivation Shots from The Doc

Have you heard this saying – “I don’t care how much you know, till I know how much you care.”

I was running a Client Care Seminar for firm of lawyers recently. It was mainly for the new lawyers in the firm, but some of the senior partners sat in on the session. I was leading the group on how, exceptional client care would make a difference to the business in terms of more clients, increased revenue, and make their lives easier.

One particular stern faced, unfriendly looking partner, sat at the back of the room and occasionally contributed some negative comment. I’m a professional speaker, I can handle these comments, and she seemed a most unhappy person.

Eventually she said – “All this client care stuff is okay, but clients are only interested in fees. That’s all they care about, and what they complain about all the time!”
As I looked at this lady lawyer, what was going through my mind was – “If you were my lawyer, I’d complain about your fees, because I don’t like you very much.”
She just didn’t understand how her disposition, and her inability to interact positively with people, was the main cause of complaints from clients.

On the other hand; my friend Linda, who was starting a new business, was telling me about her lawyer. “He’s really nice, I like him a lot, and he cares about what I’m trying to do. He doesn’t talk like a lawyer!”
Now Linda takes very good care of her money, but I never heard her complain when she received the bill from her lawyer!

Clients don’t care about what you know, until they know that you care about them.