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.
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.
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...Read more.
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...Read more.
Heading In The Right Direction – Follow The Yellow Brick Road!
With PILMMA just around the corner, there is no time like the present to set your GPS for the “yellow brick road” to New Orleans. It will definitely get you and your law firm heading in the right direction with regards to firm development and marketing. Too often we take for granted our firm development...Read more.
The Magic Touch©
Often when talking to one of my law firm clients, I hear stories starting like this: “You’re not going to believe this, but …” “Boy, did I get lucky …” or “Let me tell you about the coincidence that happened the other day.” Whenever I hear comments like these, my ears perk up because I...Read more.
Law Firm Branding: Are You Giving Lawyers a Bad Rap?
I recently read about a case brought against a manufacturer for the defective design of a WaveRunner. Two teenage girls, one driver and one passenger, were riding a wave runner and collided with a 30-foot speedboat. The driver of the WaveRunner sustained debilitating injuries and the passenger was killed in the accident. The verdict assigned...Read more.