Words don’t teach

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Educating clients and prospects–about the law, about their risks and options, about what an attorney can do for them, and about why they should choose you as their attorney–is a viable marketing strategy.

The more they know, the more likely they are to understand why they should hire you and the more likely they are to do it.

The problem is, words don’t teach. Telling isn’t teaching. At best, it is only an introduction to the subject.

What does teach? Experience.

That’s one reason lawyers offer free consultations. The prospective client gets to see what you think about their specific situation and how you treat them, and get a sense of what it would be like having you as their attorney.

The experience teaches them what they need to know.

To a lesser extent, this is why lawyers speak in public, do interviews, make videos, network, and otherwise get themselves in front of prospective clients (and the people who can refer them).

What about writing? In your ads, blog, newsletter, articles, and elsewhere–where it’s just your words? How do you use experience to teach?

Use your words to help people remember relevant experiences in their life similar to what they’re currently experiencing. Help them to recall what happened–how they felt, what didn’t work, and what did.

And share stories of people like your reader or listener who have had the same types of problems and desires and how they found the solutions.

Your words are important. But not as important as the listener’s or reader’s experience, real, remembered, or imagined.

How to get more clients to say “you’re hired”

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I only do what pleases me

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I saw this question posted online: “How do you stop procrastinating when you have an upcoming deadline?”

I expected the respondent to say the deadline forced her to get the work done because she had to. Something practical. But no. She said, “I get around that by never accepting projects I don’t want to do. In fact, I pretty much stick to projects that excite me.”

I want what she has.

Wouldn’t it be nice if we could only do work we like and not have to do anything else?

It reminds me of an episode of the old Dick Van Dyke program. Rob and Laura called a house painter to take a look at a problem they were having with a wall in the living room. When the painter arrives, Laura greets him and asks, “How do you do?” The painter, played by Vito Scotti, responds, “Always I do well because I only do what pleases me.”

As unusual as that might sound today, it was even more so when the show played, which is probably why I remember it.

Can you structure your life so you “only do what pleases you?” Maybe not. But you can work towards that.

And you should.

Start avoiding projects, cases, clients, employees, commitments, etc., you don’t like or don’t want to do.

The more you do that, the more you’ll get done and the happier you’ll be in your work. If procrastination has been an issue for you, you’ll probably find you don’t do that anymore.

As you eliminate things that don’t excite you, you make room in your life for things that do.

You could start small, by eliminating minor irritations in your life such as people who drain your energy or routine tasks that bore you. Eventually, consider big things: practice areas, niche markets, types of clients, and partners.

Or, start big. I did that, years ago, when I stopped taking cases and clients outside the practice area I decided to specialize in. Best decision I ever made.

Today, I can’t say I only do what pleases me. But I don’t do much that doesn’t.

Ready to get big, fast? Here’s what you need

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Facebook vs. email: the verdict

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Many studies confirm the supremacy of email over social media for marketing, including one I saw the other day.

Sumo sent a Facebook post to 74,000 fans and, they said, they got 10 clicks. They sent the same message to 81,000 email subscribers and got 4,203 clicks.

“In 10 hours, the email had 420x more clicks. Plus, with email you OWN the list. Not Facebook,” they said.

One reason for this disparity: many people simply don’t see your social media posts, due to filtering (censoring), and because many people don’t check social media as often as they check email.

But that’s not the entire story.

Even if you got the same number of clicks from social, email will almost always outperform social where it counts–new clients, repeat business, referrals, engagement, and relationship building.

Because email is more intimate than social media.

With social, unless you PM someone, everyone sees the same message. Most people, therefore, liken social media posts to ads or commercial messages.

But email is perceived as a personal message.

Even though you might send your message to hundreds or thousands of people, if you do it right, each recipient reads it as though it was sent just to them.

Doing it right starts with sending an email, not an ad or commercial message, or an article they can find anywhere online.

Email is the killer app.

This is why I (and others) tell you to build an email list. It’s why we say you can get big results with a small list. It’s why many of us build successful practices and businesses without spending a lot of time (or money) on other forms of marketing.

Build a list and stay in touch with it. By email.

If you want to learn how to do it right, go here

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If you’re not the best, do this

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You may not be the best in your field or even as good as your competition. You may not do anything different from other lawyers in your field.

One way to stand out and make a name for yourself is to find someone doing something noteworthy or interesting or controversial and help them.

Marketing your practice doesn’t necessarily mean promoting yourself. You can promote someone or something else and ride the wave of interest that ensues.

If you know someone in your target market who is doing something laudable–building a business or a cause, for example–tell the world about them.

Be their champion. Join their crusade. Look for ways to help them get the word out.

You could volunteer time or donate money to support their cause. You could refer them business or introduce them to investors. You could tell their story to everyone you know.

Find ways to help them grow and, as they do, stick by their side.

Many lawyers have found success representing a client that takes off. You don’t have to wait for one of your clients to do that, however, you can go find someone doing something you like or believe in and introduce yourself.

Marketing legal services is easier when you know the formula

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I’ve got some bad news

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It’s usually best to deliver bad news to a client by phone or in person, not by email or letter.

As I said in a previous post, “You can explain what happened, answer the client’s questions, discuss the options, and work together to find the path forward.”

Your tone of voice tells the client how you feel about the issue. He’ll hear your concern and appreciate that you personally called.

They may still be upset, but being able to talk to you will help.

Especially if you are responsible for the bad news.

Not only that, according to science, delivering bad news by email can make things worse because the words tend to linger long after you send them.

Sometimes, however, it’s okay to deliver bad news via email or letter. Announcing an across the board fee-increase would be an example.

But when it comes to managing your client’s experience, it isn’t necessarily the news that’s the issue, it’s what you say when you deliver the news.

Here are some guidelines:

  1. Don’t delay. You don’t want the client to find out from someone else or, in the case of a fee increase, when they receive their next bill. You don’t want to have to explain why you didn’t tell them right away.
  2. Be direct. Get to the point and tell them plainly what happened or what you’re doing. Don’t try to sugarcoat it.
  3. Put things in perspective. “Here’s what happened/will happen, here’s why, and here’s what this means going forward”
  4. Apologize (if it was your fault), explain (if it wasn’t).
  5. Empathize. Let them know that you feel bad or you understand how they must feel.
  6. Say thank you for their understanding, patience, cooperation and/or their allegiance.
  7. Let them know you are available if they have questions or want to talk.

And that’s it. Simple, direct, and personable. The way you’d like to be treated if the shoe was on the other foot.

Good client relations is the key to client referrals

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Lawyers earn more than teachers

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Yesterday, I pontificated about the value and importance of educating your clients and prospects about problems they may not know they have and about the solutions you have available for them.

That’s your warm market. It’s different in the cold market.

In your warm market–clients, prospects, newsletter subscribers, and others who recognize your name–teaching them what they don’t know doesn’t cost much.

They’re already on your list. If you send them an email, they’ll open it and read it. If what you say makes sense and they eventually do hire an attorney to handle that problem, the odds are that attorney will be you.

In the cold market, you have to find people, get their attention, educate them, build trust, and persuade them to take the next step, and all of that takes time and capital.

I’m not saying you shouldn’t do it. Just be aware that it’s not as easy or profitable as educating your warm market.

If you do target the cold market, you have two ways to go.

You can target people who know they have a legal problem and are actively looking for a solution, or you can target people who don’t know they have a problem and show them what they need to know.

The first group–people who are looking for a solution to a known problem–is likely to be more profitable, but for one thing: competition.

Most lawyers target people who know they have a problem.

Does that mean you should target the broader market of people who don’t know they have a problem and/or aren’t looking for a solution?

Not necessarily.

Those folks are more difficult (expensive) to identify and communicate with.

So, what do you do?

You can make money educating people who don’t know what they don’t know but you have to get a lot of things right and be willing to invest a lot of time and capital to do it.

Therefore, despite the competition, you’re usually better off going for the known commodity–targeting people who are already looking for what you offer.

Just make sure you do a better job of marketing to them than your competition.

How to use email to build your practice

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Some clients don’t know they have a problem

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Some of the clients and prospects on your list don’t know they have a legal problem, let alone that you have the ability to help them.

You need to educate them.

Tell them what they need to know about their problem or potential problem, and what might happen if they do nothing about it.

Don’t leave it up to them to figure this out. Don’t make them wait until their problem worsens. Tell them what they need to know.

And keep telling them because they might not be ready or willing or able to do anything about it the first time you tell them.

Describe the problem and tell them how to recognize it. Describe the risks and their options. And describe the benefits they get when they do something about it, ie., hire you.

Tell them how they will be better off. Tell them about how they will save money, protect themselves (family, business, etc.) against negative consequences. Tell them how they will be safer and enjoy peace of mind.

And then give them examples of other people, like them, who were in the same situation and, with your help, obtained those benefits.

It’s a simple and effective formula for marketing your services.

What’s that? You don’t have any other services to offer to your list?

No problem. Do you know any attorneys in different practice areas who can help your clients? If a client contacted you with a problem that attorney could handle, would you recommend them?

Great. So why not recommend them (their services, their website, their seminar, etc.) now?

Your clients will appreciate that. So will the other attorney, who might do the same thing for you with his clients.

If you want to know how to build your practice with email, my email marketing course shows you everything you need to know.

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What could possibly go wrong?

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Last week, I reminded you to do something you already know you need to do: anticipate problems and nip them in the bud.

A checklist can help.

Make a list of all of the “points of interaction” your clients have with your office. This would include things like

  • What they see when they visit the home page of your website
  • What happens when they fill out a form
  • What happens when they call your office for the first time, e.g., what are they asked, what are they told
  • What happens at their first appointment, e.g., parking, in the waiting room, being shown to your office, questions asked, information supplied, forms to fill out, etc.
  • Emails, letters, and documents they get from you (and anything that accompanies it)
  • What happens when they call your office for an update or to ask a question
  • The process for delivering work product/final appointment
  • Follow-up calls and letters from you, e.g., reminders re updates, requests (referrals, reviews, Likes and Shares, etc.)

And so on.

Chart these and then, for each interaction, look for

  1. Things that could go wrong, and how you can fix them, and
  2. Ways to improve the client experience

You don’t have to go crazy with every detail; look for big things–the kinds of things that usually win hearts and minds or, conversely, result in complaints.

Things like

  • How long they have to wait (on hold, at an appointment, to receive something you promised
  • Being kept informed
  • How they are treated, e.g., you know their name/their case, they are shown respect and patience, etc.
  • What to expect, e.g., outcomes, fees/billing

Don’t rely on your own observations and sensibilities. Ask your employees to weigh in, and also ask your clients, through exit surveys and by continually asking for feedback.

What could possibly go wrong? Find out and nip it in the bud.

Good client relations brings repeat business and referrals

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Nip it in the bud

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I went to the dentist yesterday for a cleaning and exam but my dentist wasn’t there. He was on vacation in Hawaii.

“Didn’t they tell you?” my hygienist asked.

They (whoever that was) hadn’t, so no. And no exam.

Strike one: Not telling patients you’ll be out of town and giving them the option to re-schedule.

Strike two: I’d already paid for the exam, so now what? Go without it? Make another appointment and come back? What if something’s wrong and I won’t find out until the next exam in six months?

Strike three: No dentist in the office means the hygienists aren’t working “under the supervision of. . .” which may be a problem for the DDS but also for the patients because he’s not there to check their work.

Which leads to strike four:

My appointment was right after lunch and. . . the hygienist’s hands smelled like pot. Once I noticed this I also noticed she wasn’t as sharp as usual.

Did she do a good cleaning? Who knows? Nobody there to check her work.

I wondered if she does this all the time or just when the boss is out of town. I also wrestled with telling her, so she could clean up her act before someone reported her.

Okay. This wasn’t a typical experience and I didn’t make a fuss but the next patient might, which could cause problems for the dentist.

On the other hand, he needs to know what’s going on.

As a professional, you have to stay on top of everything that’s going on in your office.

Everything.

You have to anticipate problems and do something about them before they occur. You have to train and re-train your staff.

And, when you see a problem brewing, you need to step in and nip it in the bud (pot reference intended).

After my appointment, I got a text inviting me to fill out a survey about my appointment. It’s not anonymous so I hesitated.

Should I fill it out? Wait until the dentist gets back and talk to him privately? Or should I let it go because it’s not typical?

What would you do? What would you want your clients to do?

How to get more repeat business and referrals

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Fees matter only when nothing else matters

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If you’re like most attorneys, you pay attention to what your competition charges and make an effort to keep your fees in line with theirs.

You don’t have to.

Because fees are way down the list of factors clients cite for choosing their attorney. And because there are things you can do to distinguish yourself from your competition, making it more likely that clients will choose you (and stick with you) even if you charge more.

How can you differentiate yourself? Here you go:

Better results.

If you’re better than other attorneys in your field, don’t keep that a secret. Let prospective clients and the people who refer them know you’re better than other lawyers in your field. Prove it by highlighting your accomplishments, reviews, testimonials, and endorsements.

Better service.

Yes, clients will pay more for better service. At least the kinds of clients you want. But quality service isn’t enough, you have to deliver amazing service. You need to be so good your clients wouldn’t think of going anywhere else. So good they want to tell everyone about you.

Specialization.

Clients prefer lawyers who specialize and they’re willing to pay more for them. They see specialists as having greater skills, knowledge, and experience. They believe that a lawyer who specializes can do the job better and quicker and with fewer problems or distractions, and this is worth more to them.

They also prefer lawyers who specialize in their niche, market or type of client.

Know, like, trust.

Other lawyers may do what you do, deliver the results you deliver, give their clients incredible service, but they aren’t you.

You are unique.

When your clients and referral sources know, like, and trust you, they will usually continue to choose you. 

Build relationships with your clients and professional contacts. Get to know them (and their families, partners, and key people) on a personal level, and make sure they know you, too.

Show your market that you are better or different. If you do, your fees won’t matter. If you don’t, your fees will be the only that matters.

More ways to differentiate yourself

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