Actions Speak Louder Than Firm Memos
A leader who tells staff to prioritise client service but never returns internal phone calls promptly sends a far louder message than any written policy ever could. Employees notice the gap immediately.
A Real Example of Escalation
A manager who could not get a call returned by a Chicago partner even after two attempts eventually escalated the issue to another partner. That partner personally intervened and reminded the unresponsive colleague of the firm's basic standard of mutual respect including toward every employee everywhere in the firm.
Recognition Is a Powerful And Low-Cost Tool
Genuine recognition and praise remain two of the most powerful motivators available to any leader even though paying a sincere compliment costs absolutely nothing.
Final Thoughts
Partners who genuinely model great service toward their own team and not just describe it in meetings build a culture that naturally extends outward to clients. Look for one opportunity this week to recognise a staff member's good work visibly and sincerely. Small consistent gestures like this from leadership shape a firm's entire service culture over time.
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