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Five Star Counsel is a blog that discusses customer service lessons for lawyers from John Strohmeyer, a former hotel manager.
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So you know you need to focus on your people, your delivery, and your systems if you want to improve your service. What can you do to start improving right now?
Lawyers are highly trained specialists who work for years to gain the skills necessary to practice. And despite all those years of education, lawyers never get any formal service training.
You may not have noticed, but the market for legal services is shifting. The internet has democratized information (but not knowledge), and potential clients are a few clicks away from finding what they think is the right answer to any legal question.