The Customer Experience

I've been reading Cole Silver's blog recently. He has some great insight on client service.

I think most professionals equate customer service to how you personally treat the client. There's so much more to it.
How does your reception area look?
Is it inviting?
Is the furniture comfortable?
Is the receptionist friendly?
The entire client experience is a direct reflection on you and your abilities. And at some point the clients should be surveyed. If you don't ask them how you are doing in your business you will never know where you can improve.