An attorney emailed and asked:
"Last week, I met a man who is the head of the [an influential association]. Good contact. I sent him an email saying nice to meet you, he responded likewise and hopes to see me around. Now what?"
Great question. What do you do after you meet someone? How do you develop a relationship that will bear fruit?
Of course there isn't a simple answer. Each situation is as different as the individuals involved. And while every nascent networking relationship has the potential to grow and develop, it's possible that it won't. The chemistry isn't there, the timing isn't right or one of the parties simply isn't amenable to taking the relationship to a higher level.
So you meet a lot of people, try a lot of things, and see what works. Most relationships probably won't pan, out but that's okay. You only need a few good ones.
When you meet a new contact, here's what to do next:
First, never leave anything to the other party. Always take the initiative to move things forward. You invite them, you call them, you ask them. The reason we give people our business cards when we meet them, isn't so they have our contact information, it's to get theirs.
So you've done that. You took the lead and emailed "nice to meet you". That's good. He replied. Even better. The door is open to future contact and there is now a chance that he will remember you.
Second, when we meet new people, during those uncomfortable first few minutes where we exchange small talk, we are searching for "commonalities". When we find them (a school, a mutual friend, a shared interest in golf, for example) we are united in that common interest and we have something we can talk about. When you find something in common with your new contact, however banal, you can use that to continue the conversation at a later time.
So, did you discover any commonalities with your new contact? Did you discuss anything that you can use to continue the conversation? If not, in your next communication, find a reason to ask him a question. Ask if he knows someone you know or what he thinks about an idea that is important to his industry. Share an article you think he may like and ask for his thoughts.
Third, and most important, networking isn't about you getting something from the other person, at least not initially. In the beginning, networking is the search for people with problems you can help solve or objectives you can help meet. I am not necessarily referring to your legal services.
What does the other person want? Where is his pain? What is on his mind? You need to find out so you can help.
You might have information that can help. You might introduce him to someone. Or give him a referral.
You get what you want by first helping other people get what they want. The more you give, the more (eventually) you will get.
So, if you don't know what this individual wants, find out. Ask him–"how can I help you with. . .?" Or ask people who know him or his organization what might be needed. Or do some research.
Once you know what someone wants, look for ways to help him get it. If you can't help them yourself, turn to your existing network of clients and contacts and find someone who can. If your contacts can't help, they may know someone who can.
Your role is to position yourself as the "go to" person when people need something. You connect people with problems with people who have solutions. In doing so, you help both people and you also help yourself.
Filed under Communication, Marketing legal services, Networking, Relationship marketing, Thank you letters by 
As you think about the end of this year and the start of a new one, there's something you should spend some time contemplating: Why should a prospective client choose you instead of any other attorney?
After all, they could choose from a long list of other attorneys. In some cases, if their needs are simple enough (or they think they are) they can also choose a paralegal or other non-attorney. In any case, not you.
So why choose you?
It's an important question, don't you think? Spend some time thinking about this and crafting your answer so that if someone asks, you can confidently answer in a way that inspires them to take the next step in your direction.
A good place to start is by using your imagination. Pretend a prospect is sitting in your office, across the desk from you, pen and paper in hand. You've discussed their issue with them, answered their questions, and shown them their options. Then, they pop the question: Why should I hire you instead of any other lawyer?
What would you say?
Write down everything you can think of. No doubt you'll mention your track record, results you've obtained for other clients, and your accolades and awards. You'll talk about your firm's resources and capabilities. You'll say things like "dedication" and "hard word" and "caring". And all of this is good. But it's not enough.
For one thing, nobody really cares that you are the biggest, oldest, or most successful. It's not meaningless, but it's not that important because it's all about you. Your prospects want to know what's in it for them.
In addition, those other lawyers are saying something very similar.
So dig deeper. What makes you different? Why are you the better choice? What co your clients get they don't get from any other lawyer?
These aren't easy questions to answer. You may not have a good answer, or any answer, and that's okay right now. At least you're thinking about this and if you continue to think about it, eventually you will start doing things that will provide you with a great answer.
Your prospects may never ask you this question. They may never even think it. And, in truth, most will make their decision based on how you make them feel when they speak to you, not on any quantifiable measure of your superiority. But don't get complacent.
In the end, the attorney who delivers the highest standards of service and benefits to his or her clients is the attorney who will attract more of them. Even if nobody asks.
Filed under Client relations, Closing the sale, Communication, Marketing legal services, Salesmanship by
Your clients hire you to obtain results. They want a certain outcome, a verdict or settlement, a deliverable. This post points out that results usually come at the end of the engagement and says that, ". . .clients don't care about results most of the time, they care about the experience they're having with you right now."
Clients obviously do care about how they are treated by you and your staff; their experience with you is important to them. But I don't think you can say they don't care about results most of the time. They certainly do.
But, next to getting those results, there's something else they care about.
They want to see that you made the effort.
Clients want to see that you tried. You fought for them. You did the work. If the hoped for results don't come, most clients will accept this, but only if they know you did your best.
Your clients expect you to treat them politely and keep them informed. They expect you to be fair in your billing. Being treated well is part of the deal, part of what they get when they hire you. But being treated well will never excuse a lack of effort.
There's two parts to this:
- You have to make the effort, and
- Your clients need to know you did.
Make sure your clients see your work product and understand everything you do. Paper them, inform them, explain to them. Show them you did everything you could to obtain the results they want. That's what they're paying you for.
Filed under Client relations, Communication by
'Tis the season. . .
Yep, the holidays are right around the corner. Will you be sending cards this year?
If you are, this excellent 13-step holiday greeting card guide for law firms will help you create a plan and a timetable.
You don't want to wait until the last minute. Not with so many decisions to make. Remember last year? You spent way too much time looking through catalogs to find just the right card (mustn't offend anyone) and then spent way too much money because you didn't want your clients to think you couldn't afford a nicer card. . .
I'd like to propose an alternative to this annual ritual of pain.
Don't misunderstand me, I do recommend communicating with your clients and professional contacts and the holidays are an especially good time to do that. Communication is the sine qua non of relationship building, after all. What I don't recommend is sending the same commercial greeting cards everyone else sends.
Why? Because a mass market, commercial greeting card that your client reads for three seconds before placing on the fireplace mantle sends an unwritten message:
We're sending this to you because it is expected of us and we didn't want to take a chance that you would notice if we didn't. We couldn't be bothered to put any thought into it, so we spent some money instead. We want to remind you that we still exist and we hope you will remember us if you need an attorney or know someone who does."
Commercial holiday cards, the same cards sent by every insurance agent and dentist, are nothing more than advertising, and everyone knows it.
Look, you know these people and you do appreciate them, and they you. You helped them through a tough time or you helped them achieve something important. You met their family or their employees. You really do care about them as individuals, but your holiday card says they are just names on a mailing list.
So, what do I advise instead?
A letter. Send a personal letter to your clients that says what you really want to say.
Tell them what you would tell them if you were sitting with them in person.
Tell them that you appreciate knowing them and you are proud that you have been able to help them. Share news about what happened this year in your practice and personal life and your thoughts about next year. Share a story about a remarkable case, a client who opened a new business, or a new hire in your firm.
Write about the economy and offer solace and advice. Write about books that changed your thinking, and quotes that inspired you. And, because it's a personal letter, you can write about your kids, your hobbies, or your vacation. Whatever you write about, make sure you tell your clients how grateful you are to know them and have them as clients.
When your clients receive these annual missives, they will read every word. They will tell their friends and families about their attorney's letter. And because they know you didn't have to do it, they will call you and send you emails thanking you for taking the time to write a personal message.
My wife and I have friends who send out a family newsletter every year. It's written by the husband and reads like a newspaper, with headlines, photos with captions, and "news" stories. Very funny news stories. Humor is not easy to pull off, but my friend does it like a pro. My wife and I read it cover to cover, laughing all the way. Our friends moved to the Midwest a few years ago, so we don't see them much (they visited recently) but their newsletter keeps us informed about what's going on in their lives and makes us feel like we are still a part of it.
Send your clients and others you care about a year-end personal letter. If not a complete letter, at least add a note inside the card. If you really want to make an impact, add a personal, hand written P.S., something that lets your client know you know who they are.
You don't need much, just something personal. "Tell Michael I wished him good luck in his soccer tournament!" will be appreciated and long remembered, and so will you.
Filed under Communication, Law office management, Relationship marketing by
"I'm a busy lawyer. I don't have a lot of time to write a newsletter or blog."
Good. If you have time to write a lot, your clients and prospects might not read what you send them.
While frequency of contact is important, quality is far more important. Instead of writing low-quality weekly messages, you'll do far more to strengthen your relationships and build your reputation by sending a high-quality missive once a month.
I am subscribed to hundreds of blogs and email newsletters. My email inbox and RSS feed reader are inundated. Several times a day I peruse these offerings. I spend most of that time skimming the headlines and deleting or archiving nearly every article. I may scroll through ten or twenty percent but I probably read no more than two percent. The ones I read (and, often save) are where the real value for me lies.
I stay subscribed to this multitude of newsletters and blogs because they give me a sense of what's trending in my areas of interest. I also find articles I can share with my Twitter and Facebook companions. And, I do find articles worth reading. If I don't have time to read them on the spot, I save them to read later. Many of the publications I follow publish several times per week; some of the bigger publications publish twenty or thirty articles per day.
I filter through a large quantity of articles looking for the few of high quality. Sometimes they come from the multitude. More often, they come from the handful of sources that consistently provide high quality material. They may not post frequently and not everything they post is golden, but the most useful material (for me) usually comes from the same sources. Those are the ones I look forward to and make sure I read.
So, if you write a newsletter or blog, you don't have to write every day or three times a week or even weekly. Write when you can but make it worth reading. Your clients and prospects will appreciate it.
Apparently, uncle Google agrees. Carolyn Elefant writes that while in the past, quantity of keywords and links to a web site determined primacy in search engine ranking, Google has modified its algorithm to better reflect the quality of those keywords and links. You don't need everyone linking to your site, so long as you have the right ones.
Filed under Blogging, Client relations, Communication, Email, Productivity, Relationship marketing, Social media, Social media marketing, Writing by
In my previous post I talked about email mistakes to avoid. Today, I want to share some basic but nevertheless vital ideas for writing emails that get opened, get read, and get results.
WRITE AN EFFECTIVE SUBJECT LINE
Your email may be powerful and persuasive but if people don't open it, they won't read it. The key to getting your emails opened is your subject. It is the "headline" for your email message. It has to stop the reader who is skimming his email in box and get them to click. The more effective your subject, the more often this will occur. Also, an effective subject "pre-sells" the message contained in the body of your email, making it that much more likely that the recipient will respond to your request.
- Be specific. Effective subjects are clear and precise. They tell the reader what your message is about.
- Include a benefit. What will the reader gain (or avoid) by reading your email? Why should they read your message?
- Use their name. Although using the recipient's name in the subject is overdone in some circles, it is still an effective way to get their attention. It can also convey urgency, e.g., "John, please call me as soon as you read this".
- Include key words. Specific nouns and active verbs communicate. Project-specific key words will also get attention.
- Include due dates. If you have a time-oriented offer or request, consider putting the date in the subject.
- Front load. Most email programs cut off the end of lengthy subjects so put the most important parts up front.
GET TO THE POINT
The purpose of the subject (headline) is to get readers to open the email. The purpose of the first sentence is to get them to read the second sentence. And so on. You've got their attention but it is oh so easy to lose it, so say what you have to say–immediately.
Put the most important things up front: due dates, requests for information, requests for action. If you bury these, they may never been seen (or seen too late). Telegraph your message so the reader cannot possibly miss it.
How long should an email be? Long enough to get the job done and no longer. Make it as short as possible but don't worry if your message is lengthy. In a particularly lengthy message, you can always link to additional information (or offer to send it).
CLOSE FOR ACTION
- Summarize. There's a communication formula that works in writing and speaking. (1) Tell them what you're going to tell them. (2) Tell them. (3) tell them what you told them. This may not be necessary in a short email but it can prove helpful to you and your reader in a longer message.
- Tell them what to do. Repeat your request (or offer) at the end of the message and tell them what to do. Do you want them to call? Email? Go? Be specific; you'll get more people doing what you want them to do when you tell them precisely what to do.
- Tell them why. Studies show that when you give a person a reason they are more likely to comply with a request. This should obviously be a part of the body of your email but it's a good idea to repeat it in your close.
- Give them ways to contact you. Don't assume they know your phone number or even your email address. (You might want a reply to a different email.) Provide full contact information in your signature to make it easy for them to contact you or otherwise connect with you through a web site or social media.
Writing effective emails will save you time and get you better results. Your recipients will also save time and be more inclined to not only read your messages but act on them.
Filed under Communication, Copywriting, Email, Law office management, Productivity, Writing by
One of the best ways to get more repeat business and referrals is to stay in touch with your clients and other contacts and one of the best ways to do that is via email. But whether you email individually or to a list of newsletter subscribers, your efforts can backfire if you make some simple, but all too common mistakes:
- Using your personal email account (e.g., hotmail, aol, gmail, etc.) instead of you@yourdomain.com.
- Difficult to read messages–ALL CAPS, paragraphs that span the entire email window, long paragraphs and sentences, unusual fonts.
- Poorly written or edited, boring "lawyer-like" prose, too much "technical" law talk, not enough human interest.
- Lengthy disclaimers and CYA language that put distance between you and the reader.
- Emailing too often or not often enough. People need to hear from you and if you send valuable and interesting content, they will want to hear from you. Occasional emails are better than no emails but monthly is better. If you have enough to say, weekly is better still. Daily is not unheard of for some markets.
- Always selling. Your emails should be 90% content.
- Never selling. Your offers (services, free reports, seminars, etc.) deliver benefits people need and want. Don't deny them.
- Not putting "you" into your messages. You are building a relationship with you, not your firm, so make your messages personal.
- Putting too much "you" into your messages. Talk to your readers about their lives, their business, not about yourself.
- Making it difficult for recipients to unsubscribe or change their email address. Don't make people email/reply, automate the process with an autoresponder.
Have you made any of these mistakes? Are there any that you've seen your colleagues make that aren't on this list?
Filed under Client relations, Communication, Email, Marketing legal services, Newsletters, Online Marketing, Relationship marketing, Writing by
Seth Godin talks about making your (practice) indispensable:
[mc src="http://www.youtube.com/watch?v=3vzuLbaMAF8&feature=player_embedded" type="youtube"]Seth Godin on making your business indispensable[/mc]
Filed under Client loyalty, Client relations, Communication, Image by
A few years ago, Progressive Insurance ran TV commercials touting that they assign a dedicated claims specialist claimants their policyholders can count on for the life of their claim. The benefit is that you can always call "your" representative and never have to worry about what's going on with your claim. Policyholders want to be able to talk to the same person each time they call, someone who understands their claim and is staying on top of it "for them".
Now, most other insurance companies probably do the same thing. But because those companies aren't saying they do it, when Progressive says it, they virtually OWN that benefit.
You can do the same thing. You can promise prospective clients that they will have a dedicated member of your firm assigned to their claim, so that they don't have to worry about who to ask for when they call. They'll feel better just knowing that someone is assigned to their case and that it's not lost in the shuffle.
The fact that most lawyers do the same thing is not important. If you say it and they don't, or you say it FIRST, you can effectively "own" that benefit and preempt other lawyers in your market from using it. It can become your "Unique Selling Proposition" (USP), the competitive advantage that sets you apart from other lawyers in the minds of clients and prospects.
In marketing, perception is everything. If you appear to offer a unique advantage, people will see a benefit to hiring you instead of your competition.
Your USP can be about any meaningful benefit you offer. What do you do faster, better, or more thoroughly? What do you do that you know clients like?
A great way to find a powerful USP is to learn what your clients DON'T like about lawyers in your field, and promise them the opposite. If clients consistently complain that lawyers who do what you do take to long to do it, for example, your promise to do it quickly would likely be seen as valuable and desirable to those who can hire you.
The number one complaint received by state bar associations is lack of communication by their lawyer. Many lawyers have difficulty, it seems, keeping their clients informed about the progress of their legal matter. Even worse, many complaints involve lawyers who don't return phone calls. Something this common, and this easy to fix, would seem to be a great USP for lawyers in many practice areas.
If you're bad at keeping clients informed (or returning calls), resolve to get better. In fact, I'd suggest a goal to become not just better but the best. Make a promise to yourself to return calls within 24 hours, for example. Raise the bar. It's so easy to do and it will have a profound impact on your practice. Fewer unhappy clients, more repeat clients and referrals.
Then, proclaim it to your clients and everyone else. Let them know of your commitment. Make it your unique selling proposition.
If you're already good at keeping clients informed and returning calls, the odds are you don't tell people this, or you don't tell them enough. Consider doing so before some other attorney decides to make it her unique selling proposition.
Filed under Advertising, Client relations, Communication, Law office management, Marketing legal services, Salesmanship by
Do lawyers need a blog?
Sorry, but you didn't miss much.
From a technological standpoint, not much has changed since I switched to the blog format. I've changed the color and layout and added some new plug-ins, mostly having to do with social media integration, but not much else.
My site has grown because I focused on creating content, not on the latest bells and whistles. Content creates value for visitors, allows you to demonstrate your expertise, and brings traffic from search engines and from word of mouth. And so the number of subscribers to my newsletter has grown and the number of blog subscribers has grown and I have continued to sell products and services.
Do you need a blog? If you want to get more clients online I think you do.
A blog has several advantages over a static web site. As you update your content, search engines are notified and they bring visitors. As those visitors see the solutions you provide, they may (a) take the next step toward hiring you, (b) connect with you by subscribing to your newsletter or your blog feed or commenting on your posts, or (c) tell others about you via social media.
Your blog allows prospects and referral sources to see you "in action". Your content is not just puffery about how great you are it is an exemplar of your abilities. As visitors become familiar with your style and hear your "voice," as they get to know and trust you, your preeminence grows, your traffic grows, and your client base grows.
You can set up a blog yourself in about an hour. WordPress makes is easy. There are many free and inexpensive "getting stated" videos available and you can hire people inexpensively to do it for you. Contact me if you would like some referrals.
Once you have your own blog, you control it; you don't have to wait for tech support to do updates for you, you can do them yourself. It's as quick and simple as using a web browser. And, other than paying for hosting (under $10/month), it's free.
What about content–do you have enough to say? Trust me, you have enough. There is an endless amount of material you can supply. Everything from posts about the law and procedure in your practice areas, success stories you helped created, general business (or consumer) advice, guest posts from experts (referral sources) in allied fields, and much more. A post can be as short as a few paragraphs and as simple as you commenting on something you found on another web site or blog or in the news. And you can outsource content creation, too.
A blog may seem to be a big commitment but think of it as the front door to your online office. You won't be there 24/7 but your presence will be. If you write an offline newsletter, publish articles, or do any public speaking or networking, you are already doing the things that are done online through a blog.
If you have a web site, you have something you can point to and that's good. But you have to do the pointing. If you want free traffic, you need a blog.
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Filed under Blogging, Communication, Email, List building, Newsletters, Online Marketing, Social media, Social media marketing, Technology, Web traffic by David M. Ward