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Establishing and Maintaining Good Client RelationsTotal Quality Management customer satisfaction index zero defects client service - all arebuzzwords of management in the 1990s Yet what is all this about anyway After all lawyers andlaw firms successfully made it through the 80s without all the commotion about quality and serviceWhy all the fuss now Is this just another fad some passing fancy that will come and go likeHula-Hoops disco dancing or designer jeans Hardly While the jargon may change over thebalance of the decade a fundamental change is taking place in client service and the attorneys whorealize this and change with it will be the attorneys who will be successful in the 90s and beyond All structures are built upon a foundation A high-rise is built upon a foundation of concrete and steelThe taller the building the deeper and stronger the foundation required to support it Similarly a legalpractice is built upon a foundation specifically upon the foundation of relationships with people Likethe high-rise the greater the intended accomplishment and productivity of the firm the deeper andstronger these bedrock relationships must be In fact the limits of accomplishment productivity andsatisfaction within the firm are all a function of the nature and quality of the relationships the membersof the firm have developed with the firms clients Jimmy Johnson the only coach in football history to win both the National Collegiate Championshipand the Super Bowl understood the critical importance of personal relationships when he grabbedthe reins of the Dallas Cowboys franchise In just three years he took the leagues worst team to thepinnacle of professional success In the locker room following the teams stunning Super Bowlvictory Johnson poignantly told his team that more than anything else about the day they wouldremember the love they had for each other The teams success was built upon a foundation of strongrelationships deep appreciation for one another and yes even love Likewise truly successful lawyers have always built their practices upon a
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