Email marketing done wrong

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It’s funny, the guy who sent me this email is a successful blogger with a big email list. So he should know better. 

He sends emails to his list announcing each new blog post. That’s good. But the subject line in those emails all say, “New Update on [his blog]”.

That’s bad. 

Nobody is interested in knowing there’s an update. So what? Why should I care? 

You have to tell them why they should care. 

The purpose of an email subject line is to “sell” the recipient of that email on opening it. 

Make them curious. Entice them with benefits. Or both. 

Don’t just send them an email. Tell them why they should open it. 

If the recipient knows the sender, they may give them the benefit of the doubt and open the email. Will they do that week after week?

Who knows?

If they’re busy, if they’re a new subscriber and don’t yet know that you consistently deliver value, they may skip your email, assuming that (like so many other emails they receive) it’s nothing but a sales pitch. 

Or they might save it to read later, but we know that “later” often never arrives. 

The subject line of your email is the key to getting your email read. It is a headline. It must capture the attention of the recipient and convince them to stop scrolling and open your email. 

And “New update. . .” isn’t going to get the job done.

If your email is meant to announce your new blog post and your blog post has a good title, the simplest thing to do is to put that title in the subject line of your email. 

There are other options, but this works most of the time.

So, why doesn’t this experienced blogger do that? I don’t know. But don’t do what he does. 

And don’t do what he does in the body of his emails, either.

The only content in his emails is a hyperlinked copy of the title of his blog post. Nothing else. 

Why is this a mistake? Because while the title/headline might be enticing, it might not be enough to get subscribers to click the link. 

And the goal isn’t to open the email, it’s to get subscribers to read your post.

You have two options for accomplishing this.

Option one is to use the body of the email to sell them on clicking the link. Tell them more about the benefits they get from your post, share how others have benefitted from this kind of information, say something about why you’re qualified to present this information, or otherwise prove that reading the post will be worth his time. 

And yes, you could enclose the first few paragraphs of your blog post (and the link to continue reading). 

Option two is to enclose the entire blog post in the body of your email. 

That’s the way I do it. 

When you get my email, you don’t have to click anything to read my latest post. You can read the post right there in your email inbox. 

I know, by doing it this way, I get fewer people going to my blog. That would improve my traffic and engagement numbers, and make it more likely that when someone finishes reading the post, they’ll read something else on the blog. 

But I think it’s worth it. 

It’s worth it because by making it more convenient for you to read my post, you’ll be more likely to do it. And get the benefits thereof. And become interested in hiring me or buying something from me or contacting me to learn more.

Which you are less likely to do if you can’t read the post without going to my blog.

The goal is to get more people (1) to open your emails and (2) read your content. Because it is your content that convinces people to take the next step.  

Email marketing for attorneys

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Information is overrated

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The people who regularly follow you on social, subscribe to your newsletter or blog, watch or listen to your videos or podcasts, don’t do it solely to get information. No doubt they get plenty of that from you already, and they know they can get more by asking you or doing a quick search. 

They read or watch your posts or messages for information, but also because your words provide them a brief mental vacation. For a few minutes, they don’t have to think about work or their troubles. They can hear something interesting or encouraging or entertaining. 

Information is important. But it’s not everything. 

When you spend time with people you know (or want to meet), at a networking event or socially, you don’t fire up your brain and start firing off information. You don’t deliver a lecture. You chat, you catch up, you share interesting things you’ve heard. 

Your subscriber is that friend.  

If you want them to look forward to hearing from you, consume everything you write, share your content and links, and think of you first when they have a legal issue (or know someone who does), give them more than just information. Help them take a mental vacation. 

Email marketing for attorneys

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The best marketing method for attorneys

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Every other marketing method requires your time, your money, or both. They also require time (and money) learning how to implement, maintain, and scale that method. 

Networking, advertising, blogging, social media, speaking, writing articles or books–you name it– all require you to do something and/or spend something. 

There’s only one method that doesn’t. 

You know its name. You hear me speak it enough. You know I built my practice primarily with this method. 

Yes, I’m talking about referrals. 

Getting referrals doesn’t require you to write anything, say anything, or do anything other than your job. 

Do your work, do it well, and your clients will refer other clients. So will your professional contacts.

Just do your work and your practice will grow. 

That doesn’t mean you shouldn’t do anything to make referrals more likely. There are a lot of things you can write or say or do, and you should consider them, but you don’t have to do them if you don’t want to. 

Give your clients some extra business cards, or don’t. Tell your clients about your other practice areas or services they may not be aware of that their friends might need, or don’t.

Do your work, do it well, you’ll get referrals and your practice will grow.

But referrals don’t scale like an ad campaign or go viral like social media, you say?

Au contraire. 

Referrals beget referrals. Referred clients are themselves more likely to provide referrals, so, as your practice grows, that growth compounds. 

You might get more leads and prospective clients via advertising or other methods, but at what cost?

I’m not saying you should rely solely on referrals. Just that you could if you want to. 

How to get more referrals from your client (if you want to)

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What to do about a 1-star review

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Ugh, bad reviews. You don’t want to think about them, you just wish they would go away. But they don’t go away, you have to do something about them. 

There’s too much at stake if you don’t. 

Don’t do what one lawyer did. When a client accused him of scamming her, sued him, and posted a scathing 1-star review, the lawyer threated to sue her for defamation if she didn’t remove it. 

In response, the client updated her review and noted the threat. That’s when all hell broke loose.  

Her review was repeatedly upvoted and went viral. The lawyer started getting “random 1-star reviews harassing him from everywhere” and, according to the client, the lawyer became “a laughing stock”. 

Note to self: don’t become a laughing stock. It’s bad for business.

So, what is the best way to handle a bad review? 

Right, do your job and do it well so clients write 5-star reviews. 

Still, bad reviews happen, and when they do, you shouldn’t ignore them.

It’s not like someone left a bad review on your book. You have (had) a relationship with the client, and not only is that worth saving, your history with them potentially makes that easier to do. 

You know the case, the client, and what buttons shouldn’t be pushed. 

But you can’t write or email the client, you have to talk to them.  

That might lead to shouting or more unpleasantness, and it might make things worse, but you have to try. 

That means you have to apologize. 

Even if you don’t think you did anything wrong. Even if the client is being unreasonable. Even if you really don’t want them back. 

Find something to apologize for because you’re not going to get anywhere if you don’t.

Maybe you didn’t explain things as well as you could. Maybe you read the wrong signals or made assumptions you shouldn’t have made. Or maybe you allowed your other work or a personal situation to distract you. 

Don’t make excuses. Take the blame, say you’re sorry and fix it. Even if hurts to do that, because losing a client can hurt you more. 

Strange as it might seem, studies show that no matter how much a client is upset with a lawyer, if that lawyer makes amends (apologizing, fixing), that client will often become a lifelong client and one of the lawyer’s biggest fans. 

Maybe because they feel guilty. 

Anyway, once you’ve kissed and made up, you can ask them to upgrade or remove their review. But they might do that on their own.  

No, not every client will accept your apology or your offer to fix things. When you’ve got a stinker and the client won’t talk to you, some review sites allow the reviewee to post a response, explaining their side of the story. Should you? 

No. Either let it go or ask the client (in your response) to contact you to discuss the situation in private. 

Take the conversation “offline”. 

Whether or not the client agrees to do that, at least you’ll be showing others who read the review (and your response) that you’re being reasonable and trying to make things right. 

Which is a lot better than threatening litigation and making things (much) worse. 

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Missed opportunity

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My wife bought a cosmetic product she’d used before, and liked, but the doo-hickey to open the thing was defective. The next time she was at the market, my wife spoke to a sales clerk, showed her the problem, and asked for a replacement. 

The clerk said she’d had the same problem with that product and exchanged it. 

The thing is, when my wife got home, she had the same problem with the replacement. She couldn’t open it. 

She looked at the container, to see if there was something she was missing, and saw a toll-free number to call the manufacturer. They admitted they’d had this issue with that product and offered to send her another replacement.

Two days later, it arrived in the mail and it’s fine. 

The manufacturer did the right thing, didn’t they? They replaced the product, no questions asked.

They did the right thing, but they could have done more. 

They could have sent her two or three bottles instead of the one replacement. They could have given her some coupons. They could have enclosed a note apologizing for the inconvenience and thanking my wife for her patience and for her patronage. 

By not doing anything besides mailing a replacement, they missed the opportunity to surprise and delight my wife. 

Why do that? How would they benefit? 

By giving the customer more than they expect, they get a customer who won’t complain to others (or online) about the company’s defective packaging or tepid customer service, but instead, is likely to share her story about how well the company handled the situation. 

They’d get a customer who is likely to become a repeat customer, perhaps a lifetime customer, and possibly a “raving fan”. 

Which is something every business (and professional) wants to do. 

When something goes wrong in your practice, I’m sure you apologize to your client (even if it’s not your fault) and do what you can to make it right. 

That’s good. But making it better than right is even better.

Treating clients better than they expect is good for business

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Ginormous

If you’re like me, you download or clip a large number of articles and other materials you plan to read, process, or use later. And, if you’re like me, you often fall behind. Even though you regularly process and/or purge your inbox, it always seems to get bigger.  

Like The Blob, it continually grows. And it’s coming to get you.   

To get this mess under control, one thing I’ve done for my notes and clippings is to set up multiple inboxes instead of putting everything into one. Smaller inboxes are less overwhelming, making it more likely I will get through them instead of avoiding them as I sometimes do when I’m tired or busy with other things.

It’s easier to get thorough 20 articles than it is to get through 200. 

Break your big inbox into smaller, more manageable chunks. Divide and conquer. 

You can do this with notes, email, articles you want to read, documents you need to go through, or anything else where you tend to fall behind. 

You might have separate inboxes for different clients or cases. Anything that comes in regarding Smith vs. Jones, for example, goes into its own inbox. When you’re working on that file, you have everything in one place and don’t need to find these notes or documents among 300 others in a general inbox. 

You might have separate inboxes for

  • Different clients
  • Major projects
  • Blog or newsletter ideas
  • General reading
  • Marketing or productivity articles (e.g., my emails)
  • The book you’re working on
  • Documents or correspondence to file
  • Items you need to review this week

When something comes in, it goes in the appropriate inbox. When you’re ready to work on that project or file, or you’re in the mood to read about a certain subject, you’ll have everything in one place and can get through it more quickly. 

You can also give the contents of a certain inbox to an assistant and let them do the processing and filing for you.

Another advantage is that sometimes you find you don’t need the contents of a certain inbox and don’t have to read the contents at all. When a project is completed or you decide to abandon it, for example, you can either delete all those new and unread articles or archive them for a later date. 

Productivity experts tell you to have as few inboxes as possible to make collection and processing easier. But when you’re falling behind and have a big backlog staring at you, I find that multiple inboxes is the way to go. 

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https://www.attorneymarketing.com/2023/02/06/14080/

Where did I put that?

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I was at the DMV the other day to renew my license. I had the letter with the details in my pocket. 

Yeah, paper. 

It got me thinking about the notes app in my phone where I can call up most of my work and personal notes. I didn’t scan the DMV letter, but I if I had, I’d be able to retrieve it almost as quickly as the letter in my pocket.

And that got me thinking about the many ways we can organize our notes and docs and find them when we need to. 

So, I made a list:  

  • Search/Saved Search
  • Folders/Notebooks
  • Tags/Labels/File Number
  • Links/Backlinks
  • External Links, e.g., from a task manager or reminders app
  • Shortcuts/Stars/Hot List
  • Indexes/Maps of Content 
  • Alphabetically

Did I miss any? 

I use (or have used) most of these. Clearly, the more ways we have available to find things, the better. But to use these methods properly, we need to do something to our notes to make them findable, i.e., we need to add labels or hyperlinks, or add them our shortcuts. Even if you primarily rely on search, you need to make sure your notes have the right keywords or other metadata. 

Recently, I added another option, a WIP folder, which lives at the bottom of the list of folders in my notes app. I use this for short-term works in progress—writing, research, decisions I need to make—or for an upcoming call or meeting or doctor’s appointment. This is where I would have stored the DMV letter if I had digitized it. 

I generally keep only 5 or 10 items in this folder, which means I can quickly find what I need without adding tags or keywords in advance. 

What’s next? AI, no doubt, which should soon be smart enough to bring us things before we even know we need them.  

Like my secretary did back in the day. 

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Write for yourself first

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We write for our subscribers and followers, to show them we understand them and can help them. So, besides talking about their problems and our solutions, we talk about their world—their industry or market and subjects that interest them. 

Because if we don’t, if all we talk about is the law and “how-to’s”, prospective clients might read us today (when they need us) but might not read us tomorrow. 

And tomorrow might be the day they do need us, or talk to someone they can refer. 

Writing a blog or newsletter or other content isn’t just about “getting the sale”. It is also about building relationships. 

And that’s why marketing folks (myself included) tell you not to make your content all about you. 

But this doesn’t mean you should never make it about you.

You are important in this equation. People want to know not just about your work, or even exclusively about their world, they also want to know about you. 

A relationship is about two people and you’re one of them. So, in addition to writing for your readers, it’s important that you also write for yourself. 

That means sometimes you write at length about your life and weave in lessons or stories that apply to your readers. You might talk about your trip to the bookstore, something interesting you saw in the courthouse, about your kids, or something about your hobby, and share a lesson told by the experience.

Other times, you simply mention these things in passing. “I was running errands on Saturday, looking for a parking space, and thought of something I want you to know”. 

If you don’t write for yourself, writing a blog or newsletter can eventually feel like drudgery. You’ll run out of ideas and energy and your writing will become boring and ineffectual. If you write for yourself, however, you’ll enjoy it and continue doing it because talking about yourself is enjoyable. 

A good rule of thumb is to write your first draft for yourself. Write what you want to write about, not just what the market wants or needs. Say what you want to say, what you find interesting, inspiring, or that made you laugh. Forget about your reader on this first pass and tell your story the way you want to tell it.

Then, on a second pass, bring them into the picture. 

This will help you write more effective content

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How to appear more successful than you really are

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We could call this ‘Fake it till you make it 2.0.’ but you can also use this if you’re already a top gun. 

You might not want to, however, because it can seem cheesy, especially if you overdo it. 

I used to share an office in Beverly Hills with an attorney who represented some celebrities. I know that because I used to see them in the waiting room. Sunglasses and all.

I also know that because he had photos of some of his well-known clients on his desk and on the walls of his office, autographed to him by name. Many of these photos were “two-shots” of him with the celebrity.

The message was, “I’m good at what I do; just look at some of my famous clients.” 

The thing is, not all the celebrities he posed with were his clients. Many he met at an event and made sure photos captured those moments. 

And from what I could tell, his strategy worked.

Let’s face it, people judge you by the company you keep. If you represent successful people, especially the rich and famous, or even appear to know them (by being seen with them), people think you’re also successful. 

Those photos are a kind of implied endorsement and mean something to many people.  

But you don’t have to get photos or autographs of celebrities to achieve this effect.

When you’re at a networking event, being seen speaking to someone well-known to and well-regarded by the attendees can get you some attention, even if your conversation is just in passing. So can being seen speaking on the same panel or on the same slate of presenters.

So can some well-placed name-dropping. In person or in your content.  

Mentioning the CEO of a well-known company, a famous author, or a big shot politician, by name if appropriate, or by category if it’s not, perhaps quoting something they said to you (or even something they said or wrote that resonates with you), imbues you with some of their magic dust.

The trick is to not be too obvious. Or overdo it. Because if you do, you risk appearing to be a wannabe, not a player.

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Activating client referrals

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If you treat them right, many of your clients will tell others about their great experiences with you. They’ll also give you referrals, post positive reviews, send traffic to your website, promote your events, and otherwise help your practice grow.

But not everyone will do that.

Some clients don’t know you want this kind of help. (True). Some don’t want to “share” you with others. (Also true). Some are willing to help, but don’t know what to say or do.

And some won’t do anything, even if they love you to pieces. Just the way it is.

So that’s it? You take what you get? Do good work and hope for the best?

Negatory.

While organic word-of-mouth is best, there are things you can do to get more clients to talk about you and (directly or indirectly), send you more business.

First on that list is to educate clients, prospects, and professional contacts about you.

They know some things; make sure they know more.

Inform them about all of your practice areas, services, and offers. Your clients might not need something, but talk to someone who does.

Tell them why your clients get better or quicker outcomes from you, or other features and benefits not available from other lawyers.

Share your success stories, testimonials, and reviews, showing how you’ve helped others, why they chose you, why they would hire you again, and why they recommend you to others.

Tell them about endorsements you’ve received from other lawyers and judges, business leaders and respected individuals in your niche or local market. Tell them about your awards, the books you’ve written, and your speaking and writing credits.

Second, when someone does something nice for you, e.g., referral, review, etc., go out of your way to acknowledge them (publicly, if appropriate), and genuinely express your gratitude.

That doesn’t mean a form letter.

Send a hand-written thank you note. Say something nice about the friend or client they referred. Take them out to lunch or send them a small gift—a book is a good choice.

Show how much you appreciate what they’ve done and they’ll be more likely to do it again.

Third, make it easier for them to spread the word. Equip them with language they can use to describe what you do and for whom you do it. Give them handouts, links to your best blog posts or articles, forms and checklists they can share.

Fourth, do all the above more than once. Because people forget and because over time, they make new contacts who haven’t yet heard about you.

Finally, do what you can to make it more likely that prospective clients and referral sources hear your name from others, so that when your client mentions your name to them, they’ll recognize that name.

The simplest way to do this? Niche marketing. Go deep into business or industry groups, for example (even if you don’t handle business matters), because word-of-mouth is strong in niche markets.

For more about how to stimulate word-of-mouth, get this

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