Exceptional Client Service: When the Littlest Things Mean The Very Most!
This is never truer than when we think about being tactful. Often times a little tact goes a long way. Being raised in the South, tact is, or should be our middle names! Sayings like, “bless her heart” are often heard following what can be thought of as critical remarks or constructive criticism. Comedian, Steve...Read more.
Engaged in the Experience or Paycheck Please?
Recently I read an article that discussed what it really means to have “engaged” employees and what that means to your firm. I am sure that your first inclination is that disengaged employees can mean decreased productivity, low morale and low employee satisfaction. Unfortunately, employee engagement goes far deeper and therefore has deeper implications for...Read more.
Customer Service From The Inside Out
I was talking to a client the other day and we were discussing the implementation of yet another “client satisfaction survey”. This would not have been their first appeal to their clients for feedback regarding their level of service, but their third! And, yet one more opportunity for a set of potentially disappointing results ~...Read more.
CRISIS MODE: Client Centric Coping
I was sitting here thinking about an article I need to write and Casey Reagan, our Director of Operations sent me an article to read. Now of course I probably got nothing from it that she intended, but it did make me think, so here goes. With the recent “hacking in” situation off passwords at...Read more.
Consider what’s changed before hiring a replacement
Before you start looking, ask these questions… You don’t want experienced employees to leave, but when they do, use it as an opportunity. don’t just hire an identical twin to replace the person who’s gone. Before you start looking, ask these questions: Has the job changed? How has the rest of your workforce changed in...Read more.
Coffee Talk….Talk Amongst Your Selves.
Remember the Saturday Night Live skit “Coffee Talk” where Mike Myers played “Linda Richman”, a stereotypical middle-aged Jewish woman? She would tell her viewers that she was feeling “verklempt” and to “talk amongst themselves.” I sometimes find myself feeling the same way—overwhelmed with the great task of managing a business and needing to stop and...Read more.
Client Service from the Inside-Out – Part Two
As I continue to think about internal perspective and how it impacts the external client experience, I realized that often it is best to see examples so that you might better share these with your team. So here is Part Two of this “thought process”. These are some internal examples of poor service mentality and...Read more.
WEIGH IN: What brands captured your attention with their name, logo or tagline? Do Your Customers Get Emotional About Your Brand? To differentiate your brand from your competitors it should bring out an emotional response such as trust, humor, or achievement. These emotions associate positive experiences with your company. That emotional tie builds loyalty...Read more.
How To Advertise Your Firm Using Bing Ads
In past articles, we showed you how to advertise your website when people search Google using terms that are related to your firm. In today’s article we are going to show you how to do the same when people search Bing and Yahoo search engines. What Are Bing Ads? Bing Ads is the advertising platform...Read more.
Big Tips To Start Your Marketing Off Right This New Year!
I must admit it was hard to start thinking about 2014 in early December of 2013, but it is time! So, I decided that the best way to prepare was to offer up a few tips that might help you jump start your law firm’s marketing efforts. The fortunate things about these tips are that...Read more.