Saying sorry the right way
However hard a firm may try, mistakes will happen. But how you go about apologising often matters more than the mistake itself, as clients value a firm's approach to saying sorry very highly. Laurie Young offers some tips on how best to eat humble pie
Where professionals focus on technical expertise or speed of execution, clients often value ‘bedside manner’ – how they are treated and the attitude of the professionals serving them – just as highly. Problems with the latter can cause clients to question the former. A US medical study demonstrates that interactions with doctors are more important to clients than technical competence in determining satisfaction. If that is true for invasive professional services like medical care, it is just as common with legal services.
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