Jay Shepherd's "A Coffee Parable"

I have mentioned Jay Shepherd's The Client Revolution blog before, in particular, his "Why Competing on Price is Losing Strategy " post.  He posted another great article "A Coffee Parable" in which he posits what Starbucks would be like if it were run by a law firm.

The post is funny, but informative.  You may see yourself or certainly things you have seen in the legal industry.  Put in the context of an industry where good customer service is expected it is suddenly easy to see how customer un-friendly what we take as the norm in law firms really is.

So you walk up to get your Starbucks.  The coffee associate asks you "What do you want?" which you expect.  When you say, "Grande Cap with Skim Milk," he says "When do you need it by?" which you don't expect.....  Jay's observations go on from there.

It is a great post to get you to think out of the "law firm box" and has some great insights about how you can do things differently and really stand out from the crowd with great customer service.  Jay Shepherd's "A Coffee Parable."

- Peter H. Berge

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