Post Valentine's Day cupcake decoration, I stared at the sparkles, sprinkles and candied confetti in a slight sugar coma and noticed that one particular brand guaranteed "100% Satisfaction or Your Money Back". Exactly how do you become dissatisfied with sprinkles?It reminds me of the law firm that guarantees a call back within an hour and how that guarantee affects client’s perception of the firm and, more importantly, the affect it must have on the attorneys and staff of the firm. A team with a single, concise understanding of client service clearly has an easier time figuring out what is expected of each client interaction than a team with individualized standards or vague internal communication. Can you imagine a law firm that would be willing to put “or your money back” on their service?
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