Years ago when I was the founding partner in my law firm a client called me to complain about an aspect of our service. I must have been fresh off reading a book about the need for better asking and listening. I asked, "what else did we do wrong"? He answered and I continued "What else"? "what else?" until he ran out of what I confess was a much longer list than I could have imagined. When he had nothing more to add I asked "What can we do to make this right"? He answered "Bruce you just did! I know the quality of your firm. I've been a client for many years and will continue. I will continue because you listened and I know that you will fix things." I did, indeed fix things because he took the time to provide feedback because he cared enough to provide it. And I cared enough to listen. The sequel is the next day he referred 3 new clients. It turns out that doing the right thing is always the right thing.
Years ago when I was the founding partner in my law firm a client called me to complain about an aspect of our service. I must have been fresh off reading a book about the need for better asking and listening. I asked, "what else did we do wrong"? He answered and I continued "What else"? "what else?" until he ran out of what I confess was a much longer list than I could have imagined. When he had nothing more to add I asked "What can we do to make this right"? He answered "Bruce you just did! I know the quality of your firm. I've been a client for many years and will continue. I will continue because you listened and I know that you will fix things." I did, indeed fix things because he took the time to provide feedback because he cared enough to provide it. And I cared enough to listen. The sequel is the next day he referred 3 new clients. It turns out that doing the right thing is always the right thing.