It’s Not Magic – It’s Simply the Golden Rule
Everywhere you turn you hear that digital marketing should be part of every firm’s marketing plan. What’s mentioned less often these days, however, is the importance of using a variety of old and new marketing tactics to meet customers where they are—both online and off. The key to all of your marketing should be synergy. Your...Read more.
Stop, Look & Listen – Gaining Perspective & Improving Your Client Experience
Perspective. It seems to be something we all forget, lose sight of and that changes not only from year to year, but often from moment to moment. Very much like opinions, we all have one and they are all often very different. Two years ago, I was given the gift of time to travel to...Read more.
Client Service Gives Food for Thought
Have you ever dined at a 5-star restaurant? If you have, then you will know that customer service is an essential part of the experience. How you make the customer feel is as important as the preparation and taste of the food. From anticipating the customer’s needs, making sure everyone feels welcome and appreciated to...Read more.
How Being Client Focused Can Make Your Firm One of the Best of the Best!
A firm without client focus is like stuffing money into a pocket full of holes” – David Tooman, Client Service Expert. This quote perfectly illustrates just how important being client focused is to the success of most of America’s leading and most productive law firms. According to a recent study, the top three reasons clients...Read more.
The perfect solution
How do you address dilemmas in your life? Is there a way to find a solution to two conflicting problems? An employer once offered the following scenario to some candidates for an important job: “You are driving along in your car on a wild, stormy night. You pass by a bus stop, and you see...Read more.
A WOW Client Experience: 6 Ways to Motivate Staff to Care About Your Firm
Have you ever been on the receiving end of bad customer service? It can often look like this: A grumpy staff/employee member ignores you, treats you dismissively, acts in an unprofessional manner and makes you question why you selected the firm/business in the first place. Sometimes a bad employee is just a bad employee. But...Read more.
How to make 1st Quarter a Success Instead of a Slump
The holidays are a whirlwind for most people, especially for law firms who have to balance the demands of their personal lives and the needs of their clients. So when the trees, wreaths and garland comes down and you ring the New Year, the slower pace can cause you to end up in a rut...Read more.
Have you ever thought about your “buying tendencies”? Are you more likely to buy from someone who greets you at the door of a store and asks if they can help you? You may say “No Thank You, I’m just browsing.” But, you’re more likely to buy from them if they have first offered you...Read more.
Client Service – Showing Your Soft Side
It is no surprise that clients make the majority of their decisions based on emotion vs. any kind of rational “calculation”—and the more emotionally engaged clients will probably recommend a lawyer or firm more often. This doesn’t necessarily mean you have to pull at the heart strings through your marketing (although, it can’t hurt), but...Read more.
Is the Client Really Always Right?
Let’s be reasonable: No segment of the population is right 100% of the time. Clients are no exception. Clients are bound to make mistakes. That said, as a partner, you should always give your clients the benefit of the doubt. That’s the true lesson of the age-old adage. Treat your clients with fairness, honesty and...Read more.