Legal Commentary

Client service lessons from a legendary scoundrel: email is not a good substitute for conversation

By Patrick J. Lamb

"Don't write anything you can phone.  Don't phone anything you can talk.  Don't talk anything you can whisper.  Don't whisper anything you can smile.  Don't smile anything you can nod. Don't nod anything you can wink."

Former Louisiana Governor and legendary scoundrel Earl Long.

Normally, one does not turn to scoundrels for lessons in client service, but an exception is due in the case of Earl Long's advice.  People communicate by email.  Somewhere between the formation of thought in your brain that you need to talk to your client and actually having the conversation, stupidity kicks in and you find your fingers do the talking via a keyboard.  Email, as it turns out, is one of the worst things that has ever happened to client development and service. 

So what should learn? 

Don't email anything you can call.  If your client is local, get off your butt and go to her office.  If not, give your fingers a rest and have a real conversation.  Have enough of them that you can appreciate the nuance of a nod or a pause or a wink.  Email is good tool to transmit information.  It is not a tool for conversation. It is not the way to get to know your clients. 

Patrick Lamb 2010

Full post as published by In Search of Perfect Client Service on March 06, 2010 (boomark / email).