Creating the Environment for Success with Mike Frantz
By George Dise
What is success? How do you achieve it? According to Mike Frantz, a company like Starbucks maintains success through brand awareness and loyalty. Mike believes that since a single negative experience stands out five times larger in the mind of a customer than a single positive experience, the number one most important thing to consider is consistency of service. Well-picked co-workers tend toward providing positive service, but can occasionally lapse or make a mistake; the key to customer satisfaction is consistently providing the same service on a bad day that you’d provide on a good day. While it may be difficult to maintain consistency throughout an entire brand, let alone a single franchise, it helps to formulate products and train employees to provide services that are always positive. This is especially important for law firms like Frantz Ward- think about all the times people complain about “the lawyers” on TV. “The lawyers say we have to do it this way,” “the lawyers say we can’t do this.” Like every business, law firms have to avoid being tarred as the company of no. That’s why Mike thinks of- and advertises his services as- “figur[ing] out ways to get things done, not throw up obstacles.” His firm exists to promote new ways of thinking to help clients get things done –to avoid obstacles.
Mike thinks the best way a lawyer should act in order to create an environment for success is as a “consigliere,” or trusted business advisor. As a consigliere, he focuses both on what a client expects, and what a client needs. In some cases, expectations may not meld well with needs, and clients need to be advised so they receive the maximum possible benefit from your company’s services. In these cases, you have to give clients what they need packaged in a way that it appears to be what they want. That requires a service provider to actively listen and figure out what keeps a client awake at night, then take an open-minded reconnaissance of the marketplace to figure out what other options are available. With a thorough understanding of possible options, service providers need to take efficient and effective steps to resolve the issue. Even if your client never figures out that their expectations and needs didn’t coincide, if you served them effectively, they’ll still ultimately realize that they did the right thing by hiring you, because your services provided a lasting benefit. [Read more...]