Mark Merenda has an absolutely fantastic post about the necessity of “great client service.”  Though I was tempted to lift the entire post and call it my own, I’ll give you a few great snippets and suggest you read Mark’s entire blog instead:

The fact is, even if you are very, very good at what you do, that circumstance will not set you apart from, or above, your competitors. Most of them are pretty good, too. And moreover, your clients are not really capable of distinguishing between an A-plus or a C-plus attorney or financial advisor. They aren't qualified.

But every one of your clients considers him- or herself to be an expert on customer service. They know when they are being ignored, or treated rudely. They know when someone doesn't return a phone call, or keeps them waiting 20 minutes past the appointed time.  They understand when your office looks like a pigsty and your staff is condescending and your phone answering system is a nightmare. …

If your company is a client service firm, the work product of which happens to be legal documents or financial plans, you have an excellent chance of being an indispensable part of your clients' lives.

But if your office is a document-creation system, well...your competition comes in a box. And the box costs  $34.99