Making the Case for "WOW" Worthy Client Moments
Steven DeBonis, Esq., LLM
PA|NJ Catastrophic Personal Injury Trial Attorney at Cordisco & Saile LLC
Have you ever experienced a “wow” moment? Here’s why I ask.
On Monday, our team at Cordisco & Saile, LLC | Personal Injury & Car Accident Lawyers spent the entire day focusing on something that’s at the heart of what we do, client experience (thank you to Crisp and our trainer, Mariko Antonacci , for leading us through the in-depth training).
It got me thinking about how client experience isn’t just important… it’s everything. Good or bad, it’s what sticks with people.
Maya Angelou said it best:
“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.”
And she was right. When you think about the best experiences you’ve had as a customer, it’s rarely just about the product or service itself, it’s about how you were treated. That’s what separates the best from the rest.?
Take some of the world’s top companies known for their customer experience like Ritz-Carlton, Chick-fil-A, Apple, Zappos. What makes them different? It’s not just that they offer great products; it’s that they create an experience that makes people feel valued.
At our personal injury firm, I believe we already do a great job with client experience. We know that when people come to us, they’re often going through one of the hardest times in their lives. It’s our job to make sure they feel heard, supported, and taken care of. But we can always be better. That’s why we’re excited to implement some new ideas this year to take things to the next level.
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?That comes with understanding that it isn’t just about business, it’s about human connections. A perfect example: My friends and family have a go-to personal driver we use regularly. Why? Because he treats us with care, knows our preferences, and delivers a personalized experience we’d never get from a standard ride service. It’s not just a “ride”. It’s an experience we trust and rely on.
On the flip side, bad experiences are just as memorable. I recently stayed at a hotel on vacation that left a bad taste in my mouth. The room was solid, the location was great, but the way the staff treated guests? Uninspired at best, dismissive at worst. It was a reminder that no matter how good the product is, poor service can make it all irrelevant.?
During our training, our team put together a list of what separates great service from average service (see below). One of the biggest takeaways from our training was the importance of creating “wow” moments, those unexpected, above-and-beyond touches that make clients feel truly valued. Whether it’s a handwritten note, a thoughtful gesture, or simply anticipating a client’s need before they even ask, these moments set great service apart from good service.
Small actions can leave lasting impressions.
At the end of the day, people don’t just hire a lawyer. They put their trust in someone to guide them through uncertainty. And the way we make them feel during that journey? That’s what they’ll never forget.
Looking forward to a great year of leveling up our client experience. If you’ve had a memorable experience, good or bad, I’d love to hear about it. What made the difference for you?
Until next time, let’s raise the bar.
Attorney - Personal Injury
3 周Spot on. I recently read Unreasonable Hospitality on how to bring service to a new level. All the same points here.?
Specializing in Traumatic Brain Injuries, Spinal Cord Injuries, and many other neurological injuries
3 周I feel like you can tell the difference when someone is just listening because they have to and when they truly care about what you're saying. When my son went to the Neurologist, I could tell she was truly listening to our concerns. She gave feedback and explained every step of the way. I had nothing but great things to say about her after.