I’ve stayed in a lot of hotels during my travels. Everything from Ramadas to Mandarin Orientals with more than a few Hiltons, Hyatts, Marriotts and the occasional Peninsula in between. As a result I’ve become quite jaded concerning hotel services. On a recent trip to Austin, Texas, I was stunned by the service at our hotel, the Four Seasons. The staff did much more than just meet requests, they seemed to anticipate every need. It started with the bellman who offered to find additional luggage stands. Then it was the waiter who, after I asked for the check and told him we needed to get to the airport, he offered to call a cab for us.
The front desk clerk who not only upgraded us to a lake view (without my asking) also suggested happy hour on the hotel’s terrace overlooking Lady Bird Lake and told us about a few of the appetizers we shouldn’t miss. The doorman surveyed the directions to our dinner spot (La Condesa – my favorite Mexican restaurant in the U.S.) and recommended a better, more direct route and even told us where to park. This service extravaganza ended with the valet who provided us with bottles of water for our drive to the airport.
From the time we arrived at the hotel to the time we left, it seemed the staff anticipated our every need and went out of their way to try and beat us to the punch. I couldn’t help but contrast this with so many other experiences where the staff simply wait until you ask them for help.
Are you doing the same for your attorney-clients? Are you anticipating their needs and offering different legal nurse consulting services than you’ve provided in the past or do you just sit passively by the phone or computer waiting for the call or email? The impression you want to leave with your attorney-clients is one of superior service and the best way to achieve that is by transcending your prior service.
As a Certified Legal Nurse Consultant, you know that you can provide more than 30 different CLNC® services to your attorney-clients. Offer them! Don’t wait for the attorney to ask you. He hasn’t seen the list and doesn’t know the full range of your nursing knowledge and experience. Show him how you can stand out by anticipating his needs, not just meeting them.
Success Is Inside!
P.S. I don’t know what I was thinking when I chose to fly instead of drive to Austin.
P.P.S. Comment and tell me how you anticipate your attorney-clients’ needs.
One thought on “Are You Providing Service or Anticipating Service as a Certified Legal Nurse Consultant?”
A good reminder of what we Certified Legal Nurse Consultants are capable of. I often did that with the docs in the Critical Care Unit. We had Primary Nursing with total care from admission to discharge and the physicians relied on our input. Anticipating their needs made their lives easier and in turn established a trusting and compatible relationship with busy physicians making rounds.
I will definitely keep that in mind with my clients.
Glad to hear you had a positive trip. Bet you could write a book…oh yeah…you have!! (lol)