Observed

An article about cabbies in New York City reminded me of the importance of the tangible.

It ought to be pretty obvious.   I mean, really.  Do you tip based on the tangible appearance of your cab’s interior?  How about whether your server bothered to bathe before their shift?

What makes an attorney or other professional service provider any different?  Do we give them a pass when they…

• Don’t return phone calls promptly?
• Consistently show up late to appointments?
• Add someone new to a case without discussing it with you first?

Do we give them a pass because they say that they really, really, really care about client satisfaction?

Of course we don’t.  Or, do we?

Study after study reports that we make lasting impressions based on small details.  Small, tangible details.