"Law is as much a service business as any other. In my experience, most lawyers delude themselves into thinking they are qualified to win client loyalty by their unique expertise. In reality, their only chance to win is by unique responsiveness and attention to detail."
In a profession teeming with talent, Grewal's words remind us that true differentiation and client loyalty require a profound understanding of clients' needs and businesses, akin to the anticipatory service provided by elite concierges.
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