Legal Commentary

Once More, With Meaning: Ours is a Service Business

By Patrick J. Lamb

Courtesy of the inestimable Scott Greenfield, I was referred to a post by self-proclaimed leadership expert, Andrew Hughes.  It appears that Andrew's leadership expertise comes from being "part of the senior leadership team of a national [Australian] law firm."  As I have said, the odds of the words "leader" and "law firm" appearing in a positive way in the same sentence are remote at best.  Perhaps Andrew is that one-in-billion exception, but I just can't picture him coaching George Patton, for example, or even George of the jungle, so I share Scott's amazement with the self-proclaimed part.

Hughes writes of the problems law firms have with the X and Y generations.  Here's the part that draws Scott Greenfield's ire, as well as my own:

As illustrated by the ‘problems' firms are experiencing with X and Y geners, there has been a global values evolution. These generations are less willing to accept the same incursions on their family and social lives in return for rewards in the future. They are also less tolerant of organisations that fail to give them the opportunity to be part of a larger cause, one that exists outside of a profit motive or the meaningless client service guff that is often dished up. (emphasis supplied)

Gee, it is a shame that client service gets in the way of family and social lives.  A damn shame.  My suggestion to the Andrew Hughes disciples?  Do what Andrew did and find another damn profession to work in.

Breathe in.  Deeply.  Breathe out.  Slowly.  Repeat.

Okay, everybody repeat after me:  The law is a service profession.  We practice to serve our clients.  That "client service guff" is the cornerstone of our profession.  Without clients to service, there is no need for our profession. 

Every time I write about someone who fundamentally doesn't get it, I am shocked and awed.  But after I relax a bit, I am really thankful.  The more people who buy into the lame views of Andrew Hughes and his ilk, the better it is for the Scott Greenfields and Dan Hulls of the world who understand that client service is the relevant scorecard.

Full post as published by In Search of Perfect Client Service on February 20, 2010 (boomark / email).