WINDING DOWN & GEARING UP – Strategic Marketing & Law Firm Development
As the end of 2017 is fast approaching, (yes it will be here before you know it, Christmas is just around the corner) we all need to take a long look at our “to do” lists for 2018 and then really start planning for the New Year.  For those of you who attended PILMMA in...
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We’re All Connected & Toto We’re Definitely NOT in Kansas Anymore!
As we prepare for the Spring and Summer of 2017, I think about Memorial Day and those who gave their lives so that we may live freely, kids getting out of school for yet another summer break and of course another summer of heat and most likely drought (which will most likely affect us all...
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Are You Emotional About Your Brand?
If you aren’t emotional about your brand, how do you expect your current and potential clients to be? To differentiate your brand from your competitors it should bring out an emotional response such as trust, humor, expertise or achievement. These emotions associate positive experiences with your firm. That emotional tie builds loyalty and inspires your...
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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...
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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...
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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 ~...
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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...
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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...
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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...
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