Reflection 2: Every Customer Service-Related Challenge Has a Solution; the Bridge that Crosses You Over into Opportunities

In every law firm, challenges are inevitable, anxious clients, delays, difficult cases, and moments when expectations are not met. Yet, great service is not about avoiding these moments; it is about knowing how to cross over them/ working your way through them, and coming out on the other side better equipped to handle such disruptions. […]
Reflection 1: Mission Possible – The Mindset Behind Great Service

Reflection 1: Mission Possible – The Mindset Behind Great Service Each year, Customer Service Week reminds us to pause and reflect on how we serve. For 2025, the global theme “Mission Possible” captures something deeply relevant for law firms in Kenya, a mindset shift from seeing client problems as burdens to viewing them as missions […]