Good Service Is UniversalAs a marketer and purveyor of good client relations for law firms, I often marvel at the components that seem so knee-jerk and elementary, but somehow often get lost in the shuffle. Legal marketing conferences often bring in speakers from brands to speak about customer happiness — Southwest Airlines or Four Seasons Hotels or Tiffany’s — companies known for developing friendly, repeat clientele. The lessons about responsiveness, communication, reputation, staff training and loyalty, price, location or services are told through anecdotes that resonate with the lawyers. On its face, most providers of professional services would likely downplay the correlation. But it is there. The categories are transferable.