This blog began nine years ago as a daily diversion from the demands of lawyering. It became an eclectic soapbox for a few pet issues and interests: discovery and trial, arbitration in the Americas and abroad, popularly-elected state judges, cultural literacy in America, online anonymity, Parker Posey, the wonders of London and Paris–and building and enforcing customer service regimes for professionals. Lawyers especially. If you are serious about building and keeping a client service culture, weave specific client service standards into every employee performance review. We think it’s an idea here to stay.
