The Client Service Difference is in the Details - What's Your Black Napkin?

This past weekend, I dined with a friend at a fantasic seafood restaurant on the water in Hilton Head, South Carolina. When the hostess seated us, she handed both of us menus, and also handed my companion a black cloth napkin. This confused us at first, since the table was beautifully set with a white tablecloth and white napkins. But once our server explained, the lightbulb came on.

My companion was wearing dark trousers, so the restaurant provided him with a black napkin to save his clothing from the white lint that the white napkins often leave behind. Brilliant! I have left many a restaurant annoyed by the insidious white lint left behind by restaurant napkins on my dark clothing, so I immediately appreciated the restaurant's thoughtfulness. My friend and I both wondered, "why doesn't every restaurant do this?" It's so simple, and yet it makes a big difference.

While I've found myself in exactly the situation the restaurant was attempting to remedy, it never crossed my mind to complain about it or to suggest any kind of solution to the problem. I suspect that other restaurant patrons, like me, have experienced this 'problem,' but have never voiced it. And I've never encountered this solution before, although the problem is a common one. This restaurant identified something about its services that could be improved and made the change on their own. They didn't make a big deal about it - they just did it.

What simple changes can you make in your service offerings - or the way that they're delivered - that will surprise and delight your clients? What changes can you make that will solve problems - even problems that seem 'standard' in your practice area or that your clients haven't specifically voiced?

Excellent client service is all about identifying your clients' wants and needs even if the client doesn't specifically request that service or realize those wants and needs exist. Listen and observe carefully - you may come up with a new 'black napkin' idea of your own!

Comments

[Andrew Flusche]

So true, Allison! I think I'm wearing a dark suit every time I dine in a nice restaurant with pristine white napkins. And the truly best restaurants pay attention to this tiny detail.

Speaking of details, I just changed the title of my fee agreement. I decided that "contract for legal services" was a bit daunting. Now it's my "client plan".