We measure everything. What gets measured, gets done. Right? We track it all in trailing twelve month graphs.
But we don’t measure one thing and it’s probably the most important thing we should be tracking.
We don’t track the quantity and quality of gifts from clients to our lawyers.
When a client brings a gift to their lawyer, especially after paying a big fee for the representation, it really sends a message. This is a happy client. You’ve created a raving fan.
The gift in the photo is a golf bag along with a Carolina Panthers hat. They were mailed to one of the lawyers in our Charlotte office. This same lawyer has received bottles of scotch, a bible, Christmas ornaments, an engraved pen, shirts, coffee mugs, gift cards, a catered lunch, and chocolate covered strawberries.
Our best lawyers get gifts all the time. It makes me proud. It motivates them to keep delivering excellent service. And it drives the lawyers not getting gifts to try harder. Keep a list of your gifts. It’s a great measure of how well you are treating your clients.
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Lee Rosen has practiced family law for more than twenty years. With three offices, 