Beating The Madness
There are truly only a few sporting events that where even the most non-involved and clueless become true diehards. March Madness is one of those, but only when referring to “the whole grail” – the bracket pool. I don’t know of anyone who doesn’t fill out a bracket (some more than one, or maybe even...
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Facebook users: Friendly and trusting
Are you an average social networker? If so, you have about 229 Facebook friends, according to a recent Pew study, Social Networking Sites and Our Lives. Just who are these “friends?” The average list includes: • High school friends: 22 percent • Extended family:12 percent • Co-workers:10 percent • College friends: 9 percent • Immediate family:...
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Client 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 ~...
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Developing Your Brand
Image is Everything A key part of building your brand is promoting a polished and consistent image. Your image is reflected in everything that represents your business – logo, business card, packaging, tag-line, etc. To make a lasting impression, be sure every aspect of your marketing strategy mirrors that image in design, color and overall...
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Are You All In?
If you have ever gambled you know what this phrase means. If you have ever played competitive sports you have been to go “all out”. They essentially mean the same thing. Give it everything you have, play all the money you’ve got, risk it all or my favorite, and “Go Big or Go Home.” The...
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3 Customer Service Tips for Reaching Super-Powered Customers
Modern customers now have superpowers, have you altered your customer service match? Technology has changed customer service both in how we sell and how customers want us to sell to them. It’s normal for customers to use the Internet and social media to inform their buying decisions, but smart touchpoints have also begun to shape...
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Client Centric + Truthful Self –Knowledge = Superior Client Experience: Are We Listening to the Right Sources?
“Are we friends with ourselves? Do we love who we are? These are important questions because we can’t develop good friendships/relationships with others unless we have befriended ourselves. How then do we befriend ourselves? We have to start by acknowledging the truth of ourselves. We are beautiful but also limited, rich but also poor, generous...
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Dare To Be Different
So there’s this little company called Apple. They didn’t get to be who they are by copying from the next guy and playing it safe. Steve Jobs pushed the limits, dared to be different, and it paid off exponentially. Do the same. Don’t be a lemming and follow in the same footsteps as the guy...
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Where Does Your Clients’ Loyalty Start?
The answer to this may surprise you. Your first thought when asked this question would probably be with the result of their case. Did you get them a good settlement? Were they pleased with your representation? Did they have a good “experience”? All of these questions and their answers are factors, but the start of...
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Achieving Excellent Client Service – Will Your Clients Follow You?
In this day where solo practitioners are almost a thing of the past and firms are merging daily, the determining factor of whether you retain your clients has been and continues to be your client service. As the saying goes, “People don’t do business with businesses, they do business with people.” This shows the importance...
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