Archives for February 2013

How clients find lawyers

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My wife needed dental work. After she was seen by her dentist and the work was scheduled, she saw an article in one of the newsletters she reads about a new and “better” procedure. After reading more about the new procedure, she was convinced that this is what she wanted to do and started looking for a dentist who offered it. She found one close by, had her first visit, and booked an appointment to have the work done.

She found “candidates” through a search engine. She choose the dentist she did because

  • They have a great web site. It has lots of information about the dentist and their office, and about the technology and procedures they use. There are also lots of testimonials on the site.
  • They have over 200 five star reviews on Yelp
  • They were friendly and helpful on the phone and when she went in for her first visit. They made her feel like she could trust them and that they cared about her.

By contrast, aside from not offering this new procedure, her now former dentist

  • Doesn’t have a web site
  • Doesn’t have any reviews on Yelp, or anywhere else she could find
  • Didn’t make her feel like he cared

Oh yeah, the new dentist is actually less expensive than the former dentist. Not critical, but nice.

People find lawyers like they find dentists. I’m just saying.

Marketing is easy. But you have do it. Here’s how.

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Where will your next client come from?

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Check your records. Where did your last twenty clients come from?

It’s important. You need to know because the odds are that’s where your next client will come from.

If most of your clients are coming from ads or search engines or social media, that’s not good. Most of your clients should be coming from referrals.

Nothing wrong with ads or search or social media. But if you’re doing a good job for your clients and you’re building relationships with professionals and other referral sources, at least seventy to eight percent of your new clients should come from referrals.

If your clients aren’t thrilled with your work and the way you treat them, you need to fix that. If you’re not letting clients know that you appreciate their referrals, you need to start. If you aren’t sending referrals and helping to promote your professional contacts, this needs to be a top priority.

Referrals are waiting.

Now, if most of your business does come from referrals, congratulations. But don’t rest on your laurels. You need to figure out how to get even more referrals.

And better referrals.

Better referrals? Yes. Bigger cases, higher paying clients, clients with lots of legal work, and clients who have lots of contacts they can also refer.

Better referrals.

You can get better referrals by continuing to improve on what you’re already doing. Even better service and more value. Not just sending referrals to your professional contacts when they fall in your lap, but actually going out of your way to look for people you can refer or introduce to them.

To get better referrals, you also need to make room for them.

Prune your client list and dismiss clients who aren’t the best. Get rid of the trouble makers, the no-pays and slow-pays. Let go of clients who can’t or won’t pay top dollar. Decline to take the smaller cases.

If you continue to accept less than the best clients, you’re telling the universe that you will settle for less and that’s what you’ll continue to attract.

It’s like cleaning out your closets: if you want new and better, you have to get rid of the old and tattered.

Marketing for smart people: The Attorney Marketing Formula.

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What to say when a prospective client’s first question is, “How much?”

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The phone rings and a prospective client is on the line. His first question is, “How much do you charge for [a service]?” Is this a danger sign? Should you avoid price shoppers like him?

Yes, it is a danger sign. This is someone who is no doubt calling several attorneys and comparing fees. We can assume he intends to choose the lowest priced attorney and I will assume that this is not you.

But that doesn’t mean you should automatically reject him.

Just because someone is shopping price doesn’t mean he is incapable of understanding and appreciating value. Once he sees that you offer so much more than other attorneys, even though your “price” is higher, he may persuade himself that you are the better choice.

The trick is in how you handle his question.

If the initial question is, “How much do you charge for a Living Trust?” most attorneys would answer with a dollar amount. If you do that, then what you offer is a commodity and commodities are bought and sold based on price.

Let other attorneys compete on price. You don’t sell a commodity like they do, you offer professional services and your services are unique.

The better answer is something like this: “We offer a variety of estate planning and protection packages; the attorney needs to speak to you to determine which one is best for your situation.”

You want to be different from other attorneys. You don’t want people comparing the price of your apples to the price of their apples. Get prospects into the office where you can do a complete job of diagnosing their needs and showing them benefits they won’t get from other attorneys.

You should be prepared to give callers a broad idea of what they can expect if they hire you, however. If your least expensive package is $15,000, and they have a $1,000 budget, you’ll be doing both of you a favor by letting them know.

When someone asks, “How much?” answer with a lawyer-like, “It depends.” Because if it doesn’t depend, you are selling a commodity and there will always be someone else with a lower price.

Want to know how to ask for (and get) higher fees than other attorneys? This has the answer.

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Why thin lawyers starve to death

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You can almost hear the death rattle.

Lawyers who are too thin, offering too many services to “anyone who can pay” instead of a focusing on what they do best and offering it the most profitable clients. Settling for leftovers when they could be enjoying a feast.

Forbes did a piece on why too many choices hurt a small business. (Replace “small business” with “law practice.”) When you offer too many options or otherwise spread yourself too thin, you have problems:

  1. Focus. Trying to be all things to all people dilutes your efforts to become excellent. (One reason specialists earn more is that they focus on what they do best .)
  2. Brand. You can’t build your reputation or stand out from the crowd when you do everything for everybody.
  3. Delays. If you give customers too many choices, you make it harder for them to choose. (I don’t think this bedevils most attorneys, but we do need to keep things simple when presenting our services because “a confused mind chooses nothing.”)
  4. Capital. The more products you offer, the more you have to invest in inventory. (The more practice areas you offer, the more you have to invest in maintaining your skills, library, procedural safeguards, and mental energy.)
  5. Competition. You can’t compete with everybody. (Better to be a big fish in a modest sized pond than a guppy in an ocean.)

The author says that to be successful, small business owners should develop a niche expertise and I agree. Focus on what you do best. Offer it to the best clients. Let go of the rest.

Marketing is easier when you focus. More effective, too. Choose one or two strategies and master them. Spend an hour on one thing instead of a few minutes on ten things.

When it comes to your health, being thin may be in, but in building a law practice, fat is where its at.

Focus is one of the six keys in The Attorney Marketing Formula. Learn more here.

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Post Google calendar events to Evernote with KanMeet extension for Chrome

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In Evernote for Lawyers I wrote about how I use Evernote with my calendar, specifically, to track future events and tickler items. Until Evernote comes out with a native solution, I use a manual workaround–posting “note links” on my calendar that allow me to call up the note that corresponds to the calendared event.

I said I expected we would see various third party tools for coordinating calendars with Evernote. I’ve tried Tusk Tools, a Windows app, and Zendone, a web and iOS app. Both connect your Google calendars to your Evernote account, and do this well.

Yesterday, I discovered KanMeet, an extension for Chrome. It does not offer two way synchronization between calendar and Evernote, but simply sends newly created calendar events to Evernote as a new note. Not a perfect solution, but what it does it does well.

When you install the extension, it adds an option to the new event creation page to “Post to Evernote.” Events are sent to your designated Evernote notebook when you click, “Create Event,” or “Save.”

After installing the extension and restarting my browser, I created a new event, filled in the details, and saved. A new note appeared in my default Evernote notebook with the details of the event. I can then add additional details, documents, checklists, or anything else that might be needed for the appointment or event.

Very handy.

But because KanMeet does not offer two-way synchronization, on the day of the event, you have to find the note manually. Here are three ways I can think of for making this easier:

  1. You can record the “creation date” of the note (the date you created the event) in the details section of the event. Then, you can search for the note in Evernote by creation date, with or without additional key words.
  2. A second method is to add an “Event” tag to the note and click on that tag to find all of your event-related notes. They will, however, be listed in the order you created them, not the order of the event date, so you would also want to use key words or other tags in your search. Alternatively, you can put all event-related notes in an Event notebook.
  3. The most accurate way to find the note is to paste the Evernote “note link” into the details section of the event detail on your calendar. This is what I currently do. On the day of the event, that link will call up the corresponding note. However, the note link is not clickable (Google’s limitation) and you have to copy/paste the link into a new browser window to launch the Evernote note. It’s a clumsy extra step but it works. (NB: on iOS, the note link is clickable in the calendar apps I’ve tried.)

Despite its limitations, KanMeet works well and does save time. Until Evernote provides us with another option, such as the long awaited “Due Date” field which will allow us to add future dates to notes and sort by those dates, this allows me to quickly create notes from calendared events.

To use KanMeet, you must use Google Calendar and Chrome. You can find it in the Chrome store.

Have you found other ways to coordinate your calendar with Evernote? Please share in the comments.

Evernote for Lawyers: A Guide to Getting Organized & Increasing Productivity is available here.

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What to say when someone asks, “What’s new?”

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How do you typically answer when someone asks you, “What’s new?”

One expert says that answering, “Nothing much,” squanders an opportunity to promote your practice. She says, “Highlight recent successes or certain aspects of your practice.”

What do I think? I think that most people don’t really care about what’s new in your world, they’re just being polite.

They really don’t want to hear about how great you are doing, unless it benefits them. “I just settled a multi-million dollar case,” would be great news to share if you are talking to your spouse or partner. Nobody else cares.

Most people aren’t listening, anyway. They’re thinking about themselves. Their problems. Their unfinished business. If they have good news, they’re thinking about that and waiting for you to stop talking so they can tell you about it.

Yeah, maybe that’s a bit cynical. But no less true.

If you do have some good news, it’s okay to share it. But be brief. If they don’t pick up on it and ask for details, move on.

If they do pick up on it and ask questions, the odds are they’re still being polite. Don’t fall into the trap of telling them all about it. Turn the conversation back to them.

Let the other guy do most of the talking. Ask about his work or what he’s doing for fun. Ask him, “What’s new with you?”

If you don’t have good news to share, please don’t tell them about your problems. Yes, they might be happy to hear that your life is actually worse than theirs, but you can forget about them hiring you.

“What’s new?” “Nothing much. How about you?”

Works for me.

Want more clients? Click here.

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Your clients hate when you do this

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When you have a client in the office, have you ever said “hold my calls” to your receptionist or whoever answers the phone? You shouldn’t have. It should be understood that unless there is an emergency, when you have someone in the office, you don’t take calls.

And yet, I know many lawyers do. Not you, of course. But we all know someone.

It’s rude. People don’t like it. It tells the client, “you’re not as important as the person on the phone, or as important as me, and I don’t care if I’m wasting your time.”

Even if the call is just a few seconds. Your next appointment calling to tell you they are running late, or opposing counsel telling you the case is settled and you don’t have to go to the settlement conference that afternoon.

The same goes for text messages. Unless your wife is about to go into labor, you shouldn’t be looking at your phone. And if your wife is about to go into labor, you should tell your client that’s why you’re checking your phone so he doesn’t think you’re a boob.

Aside from being rude and selfish, it’s bad posture. It tells your clients that you are poorly organized. Or hungry for new business and lacking self-confidence. You answer the phone because it might be a prospective client and you don’t want to lose them.

Weak.

I think some lawyers think taking calls actually gives them better posture. They think it says, “I’m very important. Look at all the people who want to talk to me.”

Notsomuch.

Here’s an idea you might want to run with.

Create a document, pledging your commitment to never taking calls or looking at texts during client meetings. Let people know that your clients are important to you and deserve your full attention.

Send this to all of your clients. Put it in your “new client kit”. Post it on your web site. Have it engraved and put it up on your wall. When a new client or prospect is in the office, call their attention to it. Let them know you really mean it.

It doesn’t matter that most attorneys don’t take calls during client meetings. Most of them don’t have a pledge. So when you do, you stand out. People talk about you. Remember you.

Marketing is everything we do to get and keep good clients. This is one of those things.

The Attorney Marketing Formula will teach you how to get more clients and increase your income. Click here to learn more. Go ahead. You know you want to.

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My favorite productivity tool

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It’s been cold in southern California. Okay, you can stop laughing now. We think it’s cold, even if the rest of the country thinks we’re crazy. Anyway, when the weather warms up, it will be time to go through the closets again and get rid of old clothes.

If you haven’t worn it in a year, you’re probably not going to wear it again, yes? It’s clutter and it needs to go.

I’ve gotten rid of hundreds of books for the same reason. They were taking up space and collecting dust and needed to go. If I want to read them again, I can buy them on kindle.

I find that the more I get rid of clutter, the more peaceful I am. Lean and clean. The new me.

The same is true in my digital world. That’s why my favorite productivity tool is the delete key.

The more I get rid of, the more productive I am. When I delete emails or notes, it frees up visual and mental space so that I can concentrate on what’s important. I chop through a forest of digital trees with my digital machete, carving a path towards the place I want to go. By getting rid of the clutter in my way, I can move more quickly and with more clarity.

If you’re not sure you’re going to read something or need something, delete it or put it in a searchable archive. That’s how I got to “inbox zero,” finally. I archived 15,000 emails in my inbox all at once. I got rid of the clutter.

I still have a long way to go. I have many hundreds of blog posts saved in “read later” apps and I know I’ll never read most of them. Leo Babauta suggests that we delete everything in these apps once a week. If we haven’t read them this week, we’re probably not going to read them next week.

Maybe after I tackle the closet.

Have you read Evernote for Lawyers? It’s a guide for getting organized & increasing productivity.

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How to get more clients like your best clients

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Who are your best clients? You know the ones I’m talking about. The ones who pay more. The ones who cause the fewest problems. The ones who send you referrals and promote your practice. The ones you like being around.

You know, the clients you’d like to clone.

You can get more clients like your best clients. Here’s how:

DEFINE THEM

Who are your best clients? What attributes do they have in common?

Demographics: Industry, occupation, background, ethnicity.

Legal work: Most work, highest fees, bigger cases, repeat business.

Referrals: How many? How often? What quality?

Other factors: Who can they introduce you to? Do they have lists and are they willing to promote you? Are they influential on social media? Do they like you and want to help you?

PAY ATTENTION TO THEM

Give your best clients more time and attention than other clients. Call them, just to say hello. Write them, to share information. Spend time with them: coffee, lunch, networking events.

Thank them for their patronage, their referrals, and their friendship.

HELP THEM 

Business clients: Send them referrals. Help them find employees, suppliers and joint venture partners. Feature their business or practice in your blog or newsletter. Introduce them to people they might like to know.

Consumer clients: Help them find better deals.  Introduce them to trusted advisers, reputable contractors, high quality service people. Help them get reliable information and advice.

In short, if you want more clients like your best clients, you should build relationships with them. They will lead you to people like themselves with similar needs and values.

We get what we focus on. Focus on your best clients and you’ll get more of them.

Need help identifying your “ideal client”? Click here.

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What would you do if you knew you could not fail?

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Rev. Robert Schuller asks, “What would you do if you knew you could not fail?” It’s one of my favorite quotes.

I’ve often asked myself this question. When I found my confidence lacking, when a project got stalled because I didn’t know what to do next, or when I was faced with a major career decision, I would stop and think about the “best case scenario” and it helped me move forward.

I think it’s because of the word “if”. “What would do if. . .” is a hypothetical question. We can answer it because we’re not promising anything, we’re speculating. The question allows us to bypass our critical mind and find the answers.

We may still have fears and doubts but now we know what we would do if we didn’t.

If you are procrastinating on updating your web site, imagine that in 90 days that web site is bringing you four or five or ten new clients a month. If God Himself whispered in your ear and told you that your web site will be massively successful, what would you do today?

You’d make a list of tasks that need to be done and you’d start working on them, wouldn’t you? If you don’t know what those tasks might be, your first task would be to find someone who does know and ask them what to do.

If you knew for certain that things would work out exactly the way you wanted (or better), what would you attempt? If you knew that your project would be a success, what would you do today to move it forward?

Whatever it is that you would do if you knew you could not fail, that’s what you should do.

“What if it doesn’t work?” you ask.

“What if it does?”

If you’re already earning as much as you want, you don’t need to read this

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