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March 16, 2009


Susan Thomas

Great post!

Please contact me as I would like to be able to share this with others.

Peter Huang

Great post Matt. Point number 10 seems particularly relevant. I'm always amazed at how some lawyers lose all interest in a client about 10 minutes after the client signs the retention agreement (laugh).

Martha Carnahan

Love this post, Matthew! What a great analogy with the dry cleaners. I think it's hard for many professional service providers to grasp that their technical knowhow has become a "commodity." The technical competence is NOT the service... their treatment of clients IS.

Martha Carnahan

Martin Magnusson

It's true: I've never heard anybody brag about how clean the dry cleaner got their clothes.

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