Richard Jacobs, the president/founder of Speakeasy Marketing, discusses his thoughts on kindness and humanity, and the importance of both in life, and business.
Jacobs is a respected leader in the marketing world, and throughout his long career, he has successfully guided countless law firms and private attorneys to their greater success, advising them and putting marketing efforts into action, efforts that yield new, and better, clients.
Jacobs recounts a recurring experience that happens at his local pizza joint. As a regular patron of his local, delicious pizza joint, Jacobs has found that they consistently screw up his order. But his love for the restaurant and their pies keeps him coming back. But he states that he would not if the circumstances were different. And by that, he means that the restaurant owner is kind, concerned, and truly apologetic each time Jacobs’ order is prepared improperly. It is this kindness, care, and concern that the owner puts forth that helps Jacobs to keep a good attitude and forgive the mistakes, though they are regular and often.
Jacobs relates that this is a good lesson for attorneys as well. While professionalism and competence are important, and that should go without saying, however humility and humanity are also important. Let’s face it, everyone makes mistakes, and when we do, in the business world, it’s important to own that mistake, apologize for it, and extend our best efforts to make it right, in a friendly and kind way. And you have to consider this all the way down the line… while you might be extending this to your clients, is your admin staff? It’s important that every member of your team show this kind of sincerity to your clients, or it could alienate clients and cause them to leave and look for other representation. You need to make sure the quality of service is being extended to your clients at every level.
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