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Total Quality Management customer satisfaction index zero defects client service - all are buzzwords of management in the 1990s Yet what is all this about anyway After all lawyers and law firms successfully made it through the 80s without all the commotion about quality and service Why all the fuss now Is this just another fad some passing fancy that will come and go like Hula-Hoops disco dancing or designer jeans Hardly While the jargon may change over the balance of the decade a fundamental change is taking place in client service and the attorneys who realize 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 steel The taller the building the deeper and stronger the foundation required to support it Similarly a legal practice is built upon a foundation specifically upon the foundation of relationships with people Like the high-rise the greater the intended accomplishment and productivity of the firm the deeper and stronger these bedrock relationships must be In fact the limits of accomplishment productivity and satisfaction within the firm are all a function of the nature and quality of the relationships the members of the firm have developed with the firms clients Jimmy Johnson the only coach in football history to win both the National Collegiate Championship and the Super Bowl understood the critical importance of personal relationships when he grabbed the reins of the Dallas Cowboys franchise In just three years he took the leagues worst team to the pinnacle of professional success In the locker room following the teams stunning Super Bowl victory Johnson poignantly told his team that more than anything else about the day they would remember the love they had
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