Communicating in the Moment: Managing Expectations Is The Key to Great Client Service!

The stature and credibility of any marketing and business development team in the country is based on the experiences that internal clients have with the team. Each of these service experiences is the result of a multitude of interactions, big and small. I have found that when lawyers or other administrative professionals connect with a member of the team, they have simply worked with someone in “marketing.” This phenomenon has its pros and cons. The benefits are shown when all are pulling in the same direction; great things happen and people notice! The challenge occurs when a ball gets dropped; no matter how significant or insignificant, “marketing” dropped the ball. To help address this challenge, I have worked diligently with my team in discussing positive ways to “communicate in the moment.”