Develop A Quality Culture. Establish Quality Standards. Commitment to quality must pervade the firm. It starts at the top but cannot end there. To Meet Those Standards.
Clients interact with personnel other than just partners.
Client-contact personnel include telephone operators, receptionists, secretaries, and even file clerks. Frequently, these are among the poorest trained employees of the firm. If a line worker in a manufacturing plant has difficulty communicating or is poorly dressed, the company's customers won't know about it. However, with professional services, many types of employees come into some sort of contact with the client. Therefore, employees' language skills and dress are part of the client's impression of the quality of the firm.