“I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel.” – Maya Angelou
There is a difference between customer care and customer service. Customer Service is providing individuals with a helpful act that is useful. Customer Care is providing that same service through the lens of consideration, diligence and concern.
Elder Law is a niche practice area where most of those calling are in the midst of difficult transitions caused by factors including finances or health. Families also may have just suffered the loss of a family member and are going through tremendous grief. They are all experiencing stress and uncertainty because, in most instances, they do not know what to expect and they are fearful for themselves and family.
As the first point of contact for most people, I must listen. Each caller has their own story, their own sadness, their own fears. Each caller deserves to be heard and it is my job to listen and disseminate to our team what their individual stories are so that we can help, which is the main goal. Each client is unique and each time they contact us is unique.
Clients will share their experiences good or bad. Clients who feel listened to and cared for come back for themselves and share the quality experiences with family and friends.
Service assists, but when truly cared for, a client becomes a patron for the long haul.