Positive Client Experience? How to Improve Hospitality in the Office

“I’m tired of hearing about ‘improving the client experience.’ People come to me because I do excellent work. They don’t care if I’m nice.” Might sound familiar, but it’s only half right. Your clients expect you to do your job correctly — you’ll hear about it if you don’t. Provided your legal work meets their expectations, it’s the overall experience you provide that they'll remember more. That's what will bring them back, and move them to send their friends to you. Your client’s experience improves when you hit three targets: demonstrate your competence, show respect for your client, and remove as much uncertainty as possible from the process so they feel less anxious (remember, anxious people are cranky people). Here’s the trick, though: You can’t just tell your client that you’re competent, respectful and predictable — you have to show it. To start, focus on three aspects of the client experience: how clients get to your office, the time they spend there and what happens when they leave. ... READ THE REST

Originally published May 21, 2015 0 2

Helping Others to Choose Well

An important client texts you for advice on a critical decision, apologizing that circumstances don’t permit a better means of communication. You can’t see or hear each other, and time is of the essence. The decision can’t be deferred. A poor choice may condemn the client to a string of negative consequences. Can you give good counsel solely through short bursts of written words? Remember, hand signals and knowing nods are of no avail. How much does that crimp your style? What do you ask? What do you say? What if you had to write a script in advance to handle the Q&A for such a scenario, to be executed by a bot? Could you possibly anticipate the issues to explore and the points to make, even if you knew exactly what kind of choice the client would be facing? .. READ THE REST

Originally published May 19, 2015 0 1

Crushin’ It: 10 Social Media Misconceptions, Revised

Let’s run down some common misconceptions about social media, and rotate the conversation.

Misconception 1: “Oh No, My Privacy!” Revision: Connect Widely

Now, in case you hadn’t heard, this is social media. If you’re using it to market your business, you’ll want as many people to see what you’re doing as you can corral. I understand if you want to have private accounts, where you don’t post work-related items, or where you can finally say what you really mean. But, if your intention is to generate clients and referrals of clients, and you want to leverage private accounts, you’re better off not having any social media profile at all, since you’d then be unwilling to publicize it. I mean, what do you have to hide? Posts about a recent Supreme Court decision, and its impact on your clients and potential clients? Dear me! If you’re worried about personal or limited-release messages, avoid the included inbox and use email instead, like any normal person would. Connections have intrinsic value. Connections expand your reach. Acquire as many of them as you can, by going public. ... READ THE REST

Originally published May 18, 2015 0 4

Not Just for Women: Kick Your Power Up a Notch

Sometimes women let circumstances and self-imposed obligations get between themselves and their big dreams, says Nancy O'Reilly, editor of the new book, "Leading Women: 20 Influential Women Share Their Secrets to Leadership, Business, and Life." She believes the key to getting all that stuff out of the way is reconnecting with your personal passion. (And that goes for men, too, actually.) But how?

Originally published May 15, 2015 0 0

Compounding Returns for Content: An Evergreen Strategy

In today’s saturated marketplace of ideas, many law firms struggle to create content that connects with audiences suffering from information overload. Faced with this challenge, legal content creators have three options: give up, trudge on or get strategic. To develop valuable, informative and entertaining content, you need a content strategy that leverages your firm’s collective brainpower and experience, while taking into account your resources, finite as they may be. As the old adage goes, it requires working smarter, not harder. ... READ THE REST

Originally published May 14, 2015 0 0

A Fool for a Client? Be More Self-Aware

She needs to just get on board,” Bob complained. “I keep telling her what to do, but she won't stop trying to second-guess me.” As I listened to his complaints, I wondered if he had even tried to hear what Mary wanted to say. She was pretty sharp and, despite a lack of experience, was quick to pick up on the key issues. Bob would do well to hear her out, but whether it was ego, insecurity or bias, he wasn't able to open his mind to her perspective. It's a common problem.

Originally published May 13, 2015 0 1

Ladies and Gentlemen! Watch Your Language at Trial

It happens. You end up with a jury that is all one gender. That was the case in the trial of George Zimmerman, accused of second-degree murder in the death of Trayvon Martin. Six women sat on the jury, and the prosecutor misspoke, addressing them, “Ladies and gentlemen of the jury.” What’s the issue here? If, as an advocate, your habit is to say “ladies and gentlemen of the jury, ” you may sometimes be wrong. Imagine your jury of six burly, macho-men ... READ THE REST

Originally published May 12, 2015 0 1

Blogging for the Long Haul

“I’ve got to start a blog.” Those words came out of our new associate’s mouth as he walked into my office a few weeks ago. He had watched me open six new client files over the course of two days. I suspect, from his perspective (he graduated from law school last spring and joined the firm a few months ago), that blogging looks like a fast, easy way to build a book of business. But that’s not the case. A lot of business owners — lawyers included — seem to think starting a blog is a quick-fix marketing plan. If you’re considering starting a blog, you have to think of it in terms of the long game. You’re not going to see results overnight. I started my own blog in 2010, and back then, I was happy if I had a double-digit readership each day. My readership has grown significantly since then ... ... READ THE REST

Originally published May 11, 2015 0 1

Ways to Push Beyond Your Comfort Zone in Your Career

You know the feeling. You aren’t unhappy, but you aren’t ecstatic. You don’t dread going to work, but you linger longer than usual on that second (or third) cup of coffee before you head to the office. You wouldn’t say you are bored, but something is definitely off. Your instincts tell you to shake things up and get out of this rut. Expand Your Comfort Zone: Steps for Change. We are all, to some extent, creatures of habit, but sometimes habit is the thing that's weighing you down. ... READ THE REST

Originally published May 7, 2015 1 1

What You Need to Know to Get Clients Online

If your firm doesn’t acquire quality leads through the use of online marketing, pay-per-click advertising and SEO, you’re effectively handing cases to your web-savvy competitors. When consumers shop for a lawyer, they almost always start by searching online. This moment has been labeled by Google as the “ZMOT,” or “Zero Moment Of Truth.” More specifically, Google says ZMOT is “that precise moment when (a consumer) has a need, intent or question they want answered online.”

Originally published May 6, 2015 0 0