Thanks to Doug Sundheim in a post on Fast Company’s blog for the following quote:
“They may forget what you said, but they will never forget how you made them feel.” — Carl W. Buehner (1898-1974) Mormon leader, businessman and author.
In the same vein he tells a great story about the Dali Lama. Both lessons are important for lawyers as well. Relationships will be built more on how you make your clients feel than what you say or do for them. As I have stated before, a client relationship is an emotional thing. Doug also points out that one should “[r]ecognize that really listening to someone is often the best way to make a good impression on them.” Obviously, good legal services are important, but how the client feels is more important for the good of your relationship. Friends feel good about one another. So, work at making your clients your best friends.