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Back to brilliant basics

For better or worse, most people take just seconds to form an opinion of a firm based on a first impression. Jonathan Smithers looks at service delivery from the clients perspective

28 March 2013

I am not a great fan of management speak but as with all forms of communication it is the essential message which is most important rather than the actual words used to convey them. The phrase 'brilliant basics' will be unknown to some even though the concept is very familiar; essentially the necessity to do the easiest parts of any transaction or interaction in the best possible way, rather than just concentrating on what the professional thinks is the most important.

I was reminded of this by the story that the sandwich chain Pret A Manger has been criticised for issuing guidelines entreating its staff to avoid annoying customers, wanting those serving to listen and be more friendly, anticipating their needs, caring about their happiness and always doing their best.

While I am sure that all solicitors intrinsically have those qualities and exhibit them all the time, are they absolutely sure that everybody else in their organisation does so? Have they observ...

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