What Is Your “Experience”? – Creating a WOW Client Experience
Have You Thought About Your Firm’s “Experience” Lately? Recently I found myself in a very unusual situation.  I found myself as the patient and potentially the client in a medical malpractice law suit.  So, in order to make a very long story short, suffice it to say, my perspective and my life have been VERY...
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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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What Working in Retail Taught Me About Customer Service
We all know that it can cost much more to attract new clients than to retain old ones. So, why do clients leave?  Or the even bigger question, why do they not refer us? More often than not, it has less to do with result dissatisfaction, and more to do with poor client service. As...
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Learn how to brand yourself—all smart managers are doing it
A smart manager understands the concept of ‘branding’—and why it works—and has learned that employees will work harder when they are acknowledged, appreciated, and understood. What happens when you walk into a room? Are you aware of how your employees see you? Do you know how your employees experience you? Have you taken the time...
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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...
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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: 8 percent Voluntary groups: 7...
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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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Tell Your Story: Don’t be Afraid to Connect
What’s your story? There’s a story about how Lawyers Marketing Associates, Inc. was born. And, I tell my story all the time. I tell it on my website, in my client kit, in my elevator speech, in my bio, anywhere anyone will let me or listen! Why? Because it helps my potential clients connect with...
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Thanksgiving: Being Thankful and Showing Thanks!
At this time of year we are often so overwhelmed with the personal aspects of our lives.  If we’re lucky, we get a chance amidst the chaotic holiday schedule to reflect on how truly fortunate we are, how blessed our family is, the wealth we have in family and friends and how lucky we are...
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How Client-Focused is Your Firm?
“A firm without client service is like stuffing money into a pocket full of holes” – David Tooman, Client Service Expert This quote perfectly illustrates just how important client focus 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 sign...
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