Redefining Expectations

I was fortunate to attend this week’s CBA conference “Leading the Canadian Law Firm in the 21st Century: Managing the Future”. Key topics included the talent pool, managing risk, and managing conflicts (Simon Chester was a speaker on this last topic). While the materials and discussions on these topics all merit further comment here, probably the sessions that were most discussed (aside from the Monday night live music and dance extravaganza which featured an incredible array of Maritime talent) were two sessions that addressed client service.

While both sessions were addressed at lawyers dealing with their clients, the strategies discussed are clearly relevant to all service areas in the firm, including the library. Patrick McKenna’s keynote address contained a real life (non-law firm) illustration on how to “redefine” client expectations that can be readily adapted by any service provider. The key is rather simple. Put yourself in the place of your client and imagine what would make your dealing memorable (in a positive way, of course). What if the library offered fresh coffee, for example? It would be unexpected, but not unreasonable. What if every “client” who walked into the library was personally greeted?

Would library patrons of this library have changed expectations the next time they visited another library?