When a task becomes routine, people often fall into an automatic rhythm without realizing it. This tendency to operate on autopilot can be especially risky in professional settings, which is why establishing clear client-service protocols is essential for maintaining attention and delivering consistent, high-quality service.
The writer described how this realization hit her during a recent trip. As a frequent traveler with more than 3.6 million miles on Delta, she typically breezes through the airport process. But while passing through the CLEAR line, she was randomly selected for additional screening and asked for identification. Only then did she discover that she had switched purses before leaving home and had forgotten her driver’s license. Thankfully, her husband was able to bring it to her with time to spare. Still, the experience highlighted how easily repetition can lead to costly oversights.
This incident reminded her of a presentation by author David Epstein at a Legal Marketing Association conference. Epstein, who wrote Range: Why Generalists Thrive in a Specialist Environment, explained that athletes who train across multiple sports often outperform those who specialize too early. He also pointed out research suggesting that doctors who perform a variety of joint replacements tend to achieve better outcomes than those who repeat the same type of surgery every day. Although specialization builds expertise, excessive repetition can sometimes dull awareness.
Reflecting on this from a client-service perspective, she emphasized the importance of staying fully engaged with each matter — even those that seem familiar. Treating every assignment as if it were new encourages deeper evaluation and reduces the likelihood of missing key details. She also cautioned against telling clients things like “I’ve handled hundreds of these cases,” because while professionals may intend to inspire confidence, clients may instead feel like their issue is just another routine file.
To prevent autopilot behaviors, she recommends creating structured protocols for client service. These might include informational packets at intake, visual road maps like timelines or Gantt charts showing each step of a process, and regular reporting schedules to keep clients updated. Calendar reminders for periodic check-ins or meetings can also help maintain consistent communication.
Ultimately, just as she now keeps a checklist by the door to avoid repeat travel mistakes, legal professionals can benefit from maintaining their own client-service checklists. Systems and reminders help ensure that every detail receives attention — and that every client feels prioritized.
