Pat Lamb - The All-Star

The downside of someone being consistently good is that their awesomeness comes to be expected and is arguably often taken for granted. Alas, when I tried to remember how many times my partner, co-founder of  ElevateNext  and  Valorem , and friend,  Patrick Lamb , has been named as a  BTI Consulting  “Client Service All Star,” I seriously could not do it. I have a strong belief that this year makes 5 years in a row, but those who know and have worked with Pat understand that it is hard to keep track, as he has embodied an “All Star” for decades. Perhaps since birth?

BTI Consulting says: “The BTI Client Service All-Stars demonstrate an unrelenting pursuit to find what best fulfills clients’ needs. Legal decision makers say these attorneys have an unquenchable thirst to understand their clients better than all other attorneys. BTI Client Service All-Stars can simplify even the most complex of legal matters and are unwavering in their dedication to clients.” Pat is all that and more. After all, he started a blog in 2005 called “In Search of Perfect Client Service.” He recently changed the name of the blog to, “ In Search of Great Customer Experiences ” because that, as he will readily tell you, is what really matters. Over the past 14 years Pat has blogged about an incredible array of issues impacting the legal profession -- ironically, with his well-known yet not so “lamb-like” directness -- but client service has been at the core of it. Here is one of his first posts from April 2005:

An example of service

By  Patrick Lamb  on April 26, 2005

Last night, I was staying at a hotel in Houston. My cell phone was running out of juice, and I had forgotten my charger cord. 

I called down to the front desk and asked if there was a store nearby where I could buy one. The person on the phone asked what my problem was, and when I confessed my poor packing, she asked what kind of cell phone I had. When I told her, she said she would have a charger brought up to my room. 

Three minutes later, my phone was charging.

Now, if a client was in your office, how many of us could offer this kind of service? It’s a little thing to have a bag full of charging cords, but it would be nice to meet that need when it arises.

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 Not only does Pat live and breathe client service, he goes out of his way to make sure that others do as well. Just ask customers who have worked with him and  colleagues at  Elevate Services  and ElevateNext. Pat is undeniably the Customer Service Experience Guru and I am proud to say that we are all the better for it. So congratulations, buddy. Whether it’s your 5th year being recognized or your 50th, you will always be an “All Star” to us.