Little things that delight (and dismay) a CMO: Top 10.

• Author: Kervin, Karen

The first time I worked in a law firm, back in the dark ages of the early '80s in Seattle, I worked for the toughest boss I've ever had. That boss demanded that everyone in the firm meet his expectations, and I learned a great deal from the experience.

While difficult at the time, I cannot understate the influence of such an experience. I am working now in a kinder and gentler time, but I continue to draw upon the lessons of the past. In that spirit, I present, in no particular order other than No. 1, my Top 10 List for Meeting Professional Expectations (applicable to law firms or any other industry).

10 Make your clients look good.

The attorneys and staff in your firm are your clients. Make them look good to their clients, contacts and referral sources by your attention to detail, responsiveness and professionalism. You will reap rewards for years to come as you build your network of loyal clients and supporters.

9 Meet every deadline, or negotiate a new one.

A missed deadline is not an option. Renegotiating deadlines is not an issue. However, missing a deadline with no explanation is one of the best ways to damage your credibility. Renegotiate a deadline advance, not after it has passed.

8 Remain calm at all times.

Years ago when I was a paralegal, an attorney told me that she loved working with me in stressful, deadline-driven situations, because I was so calm. I almost laughed out loud. Me? Calm? Apparently I was outwardly calm, even if churning inside. I realized early in my career that when everyone else is stressed out and panicking, remaining calm allowed me to do the best job possible, and to create a high level of productivity and efficiency. My demeanor encouraged the attorneys to have confidence that I would complete the tasks on time.

7 Be flexible.

Priorities can change on a daily or hourly basis. Accept; rather, EMBRACE that fact. It makes your day more interesting, and your clients and coworkers happy when you can effectively reorganize tasks and deadlines to complete a rush project or assist a colleague. If you want help when you need it, then you need to be there for others.

6 Be reliable.

Show up to work on time, work hard all day and be willing to stay late, if needed. These basic building blocks help develop your reputation in the firm. Be that employee who your supervisor can count on to arrive on time and pitch in after-hours. Be a low-maintenance employee. Your supervisor will appreciate it, and it will pay huge...