Providing Clients with Excellent Customer Service – Lessons from the Restaurant Industry

Event Description

Co-Sponsored by the Practice Management & Marketing Section and the Solo & Small Firm Section

By using real life everyday experiences of customers in the restaurant industry, we will evaluate what constitutes poor, good and excellent customer service. Service will be evaluated for quality of product, expediency, expectations, courtesy, integrity, value and friendliness. Through facilitated discussion, participants will be asked to share their worst dining-out experiences and tell why they "would never go back" and then we will translate these experiences into the legal service industry to see how lawyers can sometime fail to adequately serve their clients. Participants will also be asked to share their favorite dining-out experience so the group can understand how attorneys can provide excellent customer service. Participants will come away understanding that, just like it takes more than good food to make for a good restaurant experience, it takes more than just by-the-book legal work to make for a good attorney-client experience.

Check-in begins at 11:45 am; special meal requests must be made in advance. 


Stephen Cohen, Esq. | Stephen Cohen Law           

Stephen Cohen is a solo practice attorney with a national focus in the retail and restaurant sectors. Stephen helps his clients actualize their business objectives, with a concentration on real estate, development, finance, workouts and strategic planning. Over the past fifteen plus years his clients have included such famous brands as Dunkin Donuts, Kona Grill, Famous Dave’s, Hammer Made, Joe’s Crab Shack, Macaroni Grill, T-Rex, Caribou Coffee, Creative Kidstuff, Chevy’s, El Torito, and dozens of others. Prior to entering into private practice, Stephen served as the General Counsel and Senior Vice President of Real Estate for Rainforest Cafe, and Associate General Counsel for The Musicland Group.

CLE Credits:

1.0 Standard CLE Credit Applied


Section Member (Practice Management or Solo & Small Firm): $10
MSBA Member but not a member of the Section: $20
Non-MSBA Member: $35
Law Students: Free 

Remote Participation: 

Remote attendance is available via webcast.  Please indicate that you will attend remotely when registering.  Instructions will be sent via e-mail a day prior to the program.

To register with a check, please mail in this registration form.
Need to cancel? Please see our cancellation policy.
Questions? Contact Ashley Bollig | | 612-278-6353

The MSBA is committed to creating an inclusive environment in which all members can participate fully. If you need reasonable accommodations to participate in this event, please notify Ashley Bollig via email at or phone at 612-278-6353. Please provide notification at least 72 hours prior to the meeting to allow sufficient time to make arrangements for accommodations. Thank you.

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Thursday, October 17, 2019

12:00 PM to 1:00 PM

Gooseberry Falls Room / Minnesota State Bar Association Minneapolis, MN United States