Proven Strategies Measurable Results

Apply Sam Walton’s Customer Service Commandments To Your Firm

July 31, 2017

Say what you want about Wal-Mart today, when Sam Walton was building this multi-national company, he was fanatical about client service. He was adamant that his leadership team was not only familiar with, but followed 11 Customer Service Commandments. We could all do well by adapting these concepts to our firms. Here they are (replaced “customers” with “clients” and “business” with “firm”):

  1. Our clients are the most important people in our firm.
  2. Clients are not dependent upon us; we are dependent upon them.
  3. Clients are not interruptions of our work; they are the purpose of our work.
  4. Clients do us a favor when they use us; we are not doing them a favor by serving them.
  5. Clients are a part of our business; they are not outsiders.
  6. Clients are not people with whom you argue or match wits.
  7. Clients are people who bring us their wants, and it is our job to fill those wants.
  8. Clients are not cold statistics, they are flesh and blood human beings with emotions and feelings like our own.
  9. Clients are deserving of the most courteous and attentive treatment we can give them.
  10. Clients are the people that make it possible to pay everyone’s salary.
  11. Clients are the lifeblood of our firm.
John Michael Bailey
"From operations to accounting, from marketing to income production, the team at Vista has done it all and seen it all. They bring all of the experience and commitment to excellence to bear and work with you to achieve the results that you have dreamed of, but been unable to reach. I know it works, I am living it."
- John Michael Bailey
Jerry Parker
"Vista has been a consultant to our firm for almost 2 years. One of the best business decisions I made was to retain Vista. They know plaintiff personal injury firms A-Z. And that's how they analyze your firm, its efficiencies (or lack thereof or worse), office design/flow, reception procedures, telephone procedures, equipment of all types, etc. If you think your office is running at the top of its game and you don't need them, you're probably wrong. I can't imagine Vista not being able to improve even the best run firms. The payback from what they do is likely to be realized within the 1st 3-6 months."
- Jerry Parker
Wendy and David Share
“We met with Vista for a strategic planning session as our firm is at the crossroads and we wanted some outside perspective to help us with our planning. Vista provided a very focused environment so that we could develop our “Painted Picture” or 5-year plan. As we were very involved in the process, the conclusions we arrived at were not surprising to us, but having a road map to help us take the next step has been very beneficial to us. We have been working on the required steps and are making progress, and we do always come back to the Painted Picture and the principles we discussed in realizing our objectives. It is very much an ongoing process, and we know Vista is there for us, if and when we need their further input and objective perspective. Vista’s knowledge of the inner working of Plaintiff Personal Injury law firms allowed them to offer their insight and perspective to our unique circumstances. The fact that we are in Canada proved to be no barrier to understanding what our firm is all about.”
- Wendy and David Share