Give people what they want? Maybe

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A YouTuber who “reacts” to musical artists posted a survey on her channel. She asked her subscribers to vote on which artist she should (continue to) react to.

87% chose one artist over the others.

As a result, she’s going to do more reactions to the fan favorite. But she’s also going to react to other artists, “out of fairness” to people who have other preferences.

Is that a good strategy? Or should she stick with what her subscribers overwhelmingly told her they want, because the customer is always right and we are all in the business of serving our customers (or clients)?

Well, if you polled your subscribers and followers, clients and prospects, and asked them what topics they wanted you to write or talk about, or what services they wanted you to provide, would you give them what they want because they want it?

Your answer should be “maybe”. Because the customer (client) isn’t always right.

Steve Jobs put it this way:

“Some people say, “Give the customers what they want.” But that’s not my approach. Our job is to figure out what they’re going to want before they do. I think Henry Ford once said, “If I’d asked customers what they wanted, they would have told me, ‘A faster horse!'” People don’t know what they want until you show it to them. That’s why I never rely on market research. Our task is to read things that are not yet on the page.”

If I write about a marketing method you aren’t interested in, you might tune me out. If I write about it all the time, you might find someone else to read.

On the other hand, you might hear me talk about the benefits of that method and how you can do it effectively, and change your mind.

You might not know what you want until I show it to you.

But sometimes, our subscribers want things we can’t give them. If your readers or clients ask you to write about investing in crypto currencies or precious metals and you don’t know anything about the subject, don’t be too quick to say no and don’t try to fake your way through it.

Think like a marketer, not a lawyer and invite an expert to write a guest post on the subject. Or interview them. Because we really are in the business of serving our customers.

Give people what they want. If you can’t or don’t want to, find someone who can.

How to get more referrals from other lawyers

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Want to increase your income? Take more showers

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73 percent of people surveyed say they get their best ideas in the shower. If you want more ideas for marketing your practice, ideas for your blog or newsletter, or ideas for ways to provide more value to your clients, you might want to strip off and get your bum wet more often.

Why do we get more ideas in the shower? Is it the same if we take a bath? Or go swimming?

I do think water is part of the answer. Something about the feeling of being back in the womb that relaxes us, perhaps, and allows our subconscious mind to bring us ideas.

I get a lot of ideas when I’m out walking, especially when I’m near a park or other greenery, or the ocean. Something about nature seems to turn on the creativity machine.

I also get ideas while driving, when I’m on autopilot and can let my subconscious mind do it’s thing.

Reading fiction and playing games are also conducive to ideation, no doubt because they stimulate our imagination, but also because they distract us from the burdens of the day.

That’s a key to creativity, isn’t it? Distracting yourself from whatever you’ve been doing or you are supposed to be doing? When you turn off your logical left brain, you turn on your creative right brain.

Which means that goofing off when you should be working isn’t necessarily a bad thing.

But I also get ideas when I’m working.

I got the idea for this post during my morning browse of articles. When I saw the survey, my creative (and dirty) mind told me to write a post with the words “taking showers” in the headline.

Because I know you have a dirty mind, too.

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Here’s the real reason you should take notes at a client meeting

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Some lawyers write a lot, some jot down key points, but most lawyers take notes when they meet with a client.

Why do it?

To document what was said? To record your thoughts about what was said? To write down additional questions, issues to research, or what to do next?

These are all important. But not the most important reason for taking notes.

The most important reason for taking notes is to let your client see you taking notes.

To show them you’re listening, recording ideas, plotting ways to help them.

You’re not just taking up space in the room, you’re working.

Taking notes is a way to document effort. The client sees that you’re doing what you were paid to do. Win or lose, they see that you tried.

Taking notes is also a way to validate the client. It tells them you value what they say, and, therefore, you value them.

When a lawyer doesn’t take notes, what’s a client to think?

Who knows?

It’s also important to take notes at a deposition, statement, arbitration, or hearing. You want opposing counsel, the adjuster or other parties to see you taking notes. It suggests that you are hearing things you can use to harm their case or enhance yours.

It’s a way of getting in their head, throwing them off their game.

You might think it works the other way around. You intimidate the opposition by not taking notes, showing them you’re not at all concerned about their case. Your nonchalance suggests you don’t see them as a threat, they’re not saying anything worthy of note. It makes them wonder if there’s anything they’re missing.

Which strategy is best? I’ll let you decide. But if my client is in the room, I’m taking lots of notes.

Want to know how to get more referrals? Here’s how

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Subscription fatigue is a thing

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I watched a video by a guy who presented 5 reasons why he switched to a new app, replacing two others he’d been using. He did so, he said, “because subscription fatigue is a real thing.”

His first reason was cost. One app is cheaper than two and a free app (which he now uses) is cheaper still.

An app might only be $5 per month but $5 here and $5 there and before you know it, you might spend $1000 per year.

Of course the bigger cost of using too many apps, or the wrong apps, is the cost of our time.

Time to learn how to use the app, update it, hack it and customize it to our liking, watching videos about how others use the apps–is time better spent doing work.

Or is it?

The time we spend in app-land might be well spent if it allows us to get more out of those apps. If they help us save more time than we spend tweaking them, or help us earn more money, that’s a win.

There’s also the fun factor. I enjoy using some apps more than others. I’m sure you do, too. We probably use those apps more than others, and probably get more out of them.

Clearly, using one app instead of two, or simpler apps instead of more complex ones, provides less drag on our day. Some apps may do a better job at some things than others apps do, but we have to consider the extra overhead of using multiple apps.

When we look at other apps and compare them to the ones we use, we have to consider other factors:

  • Future proofing. Some apps are locked into propriety data formats, some aren’t. Some make it easy to export (and use) your data, some don’t.
  • Platforms: Can you use the app on all your devices? Mobile, tablet, desktop, cloud?
  • Security/redundancy: How safe is your data? What are your options if the site goes down or you can’t log in?
  • Features/development: Does it have what you need and want? Are new features being regularly added?
  • Speed: How quickly can you enter new information; how fast is search?
  • Support: Can you get help if and when you need it?
  • Training: Do the developers and/or user base show you how to use the app and how to incorporate it into your work?

I’ve tried a lot of apps and do my best to use as few as possible. When I find something I like, I stick with it, but continue to take new apps out for a spin.

Which means I spend way more time than I should, in pursuit of the perfect app.

It’s a blessing, and a curse.

Evernote for Lawyers

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The most important word in marketing

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You go to my website and read all about me and the services I offer. You like what you see.

I tell you to call to make an appointment. I tell you the number to call, the best time to call, who to ask for and what to say.

What’s missing?

I haven’t told you why.

Why should you make an appointment? What are the benefits? What will you learn or get? How will you be better off?

You shouldn’t assume a prospect knows this, even if it is obvious. You need to tell them.

Tell them you’ll review the facts and explain the law. Tell them they’ll learn their options and what you recommend. Tell them they can ask as many questions as they want and you’ll answer all of them. Tell them that at the end of the appointment, they’ll know what you can do to help them and what happens next.

Because that’s what they want. That’s the benefit. That’s why they will call.

Other lawyers tell people to call but don’t say why. They might say “to talk to a lawyer” but that’s not what people want. They want solutions, relief from their pain or worry, a plan for moving forward.

That’s why they will call. That’s what you need to tell them.

Whatever you’re offering, tell people why they should accept your offer or do what you’re asking them to do. You want them to sign up for your newsletter? Tell them why. What will they learn, what will they get, how will they better off?

When you tell people the benefits, when you tell them what’s in it for them, more people will call or sign up or accept your offer.

You get more subscribers, set more appointments, sign up more clients, and increase your income.

That’s why you tell people why.

Marketing is easier when you have a plan

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How to fool everyone into thinking you’re smarter than you really are

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Attorney Lowell Steiger tells me he is “impressed by the fact that you come up with something new every single day”. He says my newsletter is useful and helpful, and dubs me a marketing guru who generously helps “people like me, the less talented.”

Poppycock. (I’ve been wanting to use that word for awhile now, so thanks for giving me the opportunity.)

The thing is, while I know a thing or two about a thing or two, I am not any smarter or more talented than the average bear.

Including Lowell, who I happen to know really is smarter than the average bear, and a very good writer to boot.

Anyway, most of what I write comes from subjects that interest me. I read a lot and share the ideas I find and what I think about them. I tell you about my experiences and give you my opinion about things I like and things that drive me crazy.

You could do that, too.

Trust me, if you want to write (or speak) and use that to build your practice via a newsletter or podcast or blog, you can. You know enough and have done enough, in your practice or business or personal life, to provide you with a library of material.

So stop telling yourself you don’t have anything to say. That’s a one-way ticket to Palookaville.

You also know how to write. If you’re not yet where you think you need to be on the write-o-meter, you can get there. Just keep writing (or speaking). Before you can say Joker Joker Joker, you’ll win the big prize.

What should you write about? Well, what did you do yesterday?

This week, I told you about a conversation I had with my accountant and a visit to the eye doctor. Next week, I’ll probably tell you about my gardener (again), and something he did or didn’t do. And here I am, telling you about someone who thinks I’m the bee’s knees in the marketing world, confessing to you that I’m not.

Hardly brilliant stuff. But I make it interesting, and that’s the key. It’s the one thing you need to get good at if you want people to read your stuff and keep reading it until they need your help or talk to someone they can refer.

The easy way to do that? Talk about things you know your reader is already interested in. To do that, you have to know your reader.

When you do, you know what they think about, what they want and don’t want, what they fear and what they covet.

Talk about those things. Or at least think about those things while you write about other things.

I know lawyers. It’s easy for me to talk about what’s in your head because it’s in my head, too. If I had a different market, if I was writing to physicians or engineers or real estate pros, I would research that market, to find out what they know and how they think.

I’d read what they read, listen to the speakers they listen to, talk to centers of influence in their market, and get to know what makes them tick.

That’s the easy part. But you have to do it.

The hard part, the part many lawyers have trouble with, is coming down from the ivory tower we tend to inhabit.

If you want to win friends and influence clients, you have to be yourself. Not your lawyer-self. Your human self, warts and all.

You have talk to folks, not at them. Have a conversation, not deliver a lecture or submit a brief.

You can’t connect with people by being aloof and professional and unapproachable. Just talk, like you would if they were sitting next to them having a beer or a cup of coffee.

That doesn’t mean you have to be unprofessional. Just human.

I know, I know, I get away with murder because I’m writing to you, a colleague. We’re comrades, made from the same cloth, brothers and sisters, friends with benefits. . . uh, well, you know what I mean.

When you’re a lawyer writing to clients and prospects, you can’t have a potty mouth or joke about whatever comes into your head. You need to be more decorous, so they don’t think you’re too weird to be their lawyer.

But this is only a matter of degree.

I can write “friends with benefits” and get away with you. You (probably) can’t. But you can still connect with people, by using a lighter touch, writing plainly and directly, and by not trying to impress anyone.

Don’t be the stuffy professor that puts everyone to sleep, be the cool teacher who’s smart and funny and tells great stories and makes learning fun.

Are you picking up on what I’m laying down?

One more thing.

Stop saying you don’t have time to do this. You do.

You don’t need to write every day. Once a week is great. Invest an hour writing something and sending it to the people who pay for your groceries and rent. The people who know, like, and trust you, or soon will.

Keep doing that, have fun with it, and one day, someone will call you a guru.

How to write a kickass newsletter that pays your mortgage

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Assume I’m as dumb as a rock

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I had an eye infection and went to see a doctor. I won’t do my usual rant about not making the patient (client) wait for 40 minutes before you see them, as if their time isn’t important, and if there’s an emergency, to explain that and apologize, because that’s what a professional who cares about people would do.

No. I’ll save that for another day.

Today, I want to address another issue. Making sure your patients (clients) understand you.

The doctor had a lot to tell me about the care and treatment of my eye, including what to do now and what she will have me do later if things don’t clear up. The problem? She delivered this information rapid-fire, with a foreign accent, through a mask, and I didn’t catch most of it.

No problem, I thought. I’m sure she’ll give me some instructions to take home. Maybe a link to a video or two, so I can see what to do and how to do it.

Not so much.

They gave me a list of things to get at the pharmacy, but no instructions about how to use them. No, it’s not obvious, and it’s my eye and I don’t want to wing it. So now, I have to call the doctor’s office and have them explain it to me.

Doctors (and lawyers) need to spell things out. Assume your client (patient) knows nothing, is distracted by their problem, and not able to process and remember all of your information or advice.

Assume they are as dumb as a rock because in that moment, they probably aren’t their usual clear-thinking self.

If you have a new PI client, for example, and you tell them to keep a “pain journal” to document their aches and pains, their sleepless nights, the medications they took, and so on, you may assume that your advice will literally go in one ear and come out the other.

Assume they didn’t hear, didn’t understand, and won’t remember everything you said. Or anything.

Give the client detailed written instructions. Explain what you want them to do, how to do it, and why it is so important to their case. Give them some examples, so they can see how much to record. And have them email you their notes once a week, so you can make sure they’re doing it, and doing it right.

Because your clients depend on you to take care of them. And sometimes, that means assuming they are as dumb as a rock.

Happy clients provide more referrals

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Do your clients know how smart you are?

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My accountant and I recently started using a shared Dropbox folder to exchange documents. I spoke to him the other day about a bunch of things and when we were done, I asked if he wants me to keep everything in that folder, or could I remove them.

Some things I want to put elsewhere. Some things I want to trash.

He said I could do anything I wanted with those documents, they’re all copies.

One reason I asked is that every year he sends me an inch-thick booklet of “literature” to read, information about changes in tax law, recommended record-keeping practices, and various strategies for reducing taxes.

It’s a lot to read and I’m sure it’s very good but I usually don’t read it.

I always assumed it was canned material, purchased from a service that sells research and recommendations to CPAs to send to their clients. Something he and a thousand other CPAs stick in the envelope (or dropbox folder) they send to clients each year.

Boilerplate. Generic. Boring.

But I was wrong. He told me he writes all of it.

I was impressed (and told him so) and embarrassed that, at best, I only skimmed his good work.

My fault for assuming. His fault for not letting me know he wrote it.

Had I known that, I would have read (some of) it and probably found something I could use. At the very least, I would have been even more impressed at how smart he is and how hard he works for his clients.

So that’s my message to you. If you write or record something, send it to your clients and prospects, even if it’s not completely applicable to their case or situation. And make sure they know you wrote it.

You want them to know that you’re smart, good at your job, and work hard for your clients. You want them to feel good about choosing you as their attorney.

Pretty sure you want that too.

How to write a newsletter that brings in more business

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Learn more, remember more

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The other day I mentioned the value of spaced repetition for learning and retention. You review the ideas you’ve learned and want to remember at a later date, often more than once, to help you better understand and remember the material.

There are other ways to enhance your comprehension and retention, however, and you can use them with or without spaced repetition.

Instead of merely re-reading your notes, use one or more of the following techniques to learn more and remember more:

  1. Add meaning. When you read a book or watch a video presentation, you’re taking in someone else’s ideas. You can enhance your comprehension and retention of those ideas by adding context from your own thoughts or experiences. Add your opinion, your doubts, your questions, or your own examples, to further explain or differentiate the material.
  2. Review other sources. What do others say about the subject? Add their ideas, examples, and stories to your notes. Note how they describe things, where they agree or disagree, and their reasons.
  3. Explain it. Test your understanding by imagining you’re explaining the concepts to a friend. Recite what you got out of the article, book, or video, what you want them to understand and remember.
  4. Use what you learned. Connect the material to one of your goals or projects. If you’re preparing a new presentation, for example, find ways to add some of what you learned to that presentation.
  5. Create an “executive summary”. Re-read your notes, think about them, and write a few sentences or paragraphs representing the most important takeaways.

Instead of just re-reading what someone else wrote or said, or your notes about what they wrote or said, go deeper. Add your own thoughts about the information. Put it in your own words. You’ll understand it better and remember it longer.

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I don’t want to and you can’t make me

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As a child, I always hated being told what to do. Even if it was for my own good, as my parents would remind me.

It’s something visceral with me, even today. I don’t like the word should. As in you should do this or you should(n’t) do that.

I want to do what I want to do and I don’t want anyone telling me I shouldn’t.

We hear the words should and shouldn’t a lot, don’t we? Spoken by skunks with evil intent, but also by well-meaning people who care about us.

They might tell us what to do because they know more than we do about the subject. Or think they do. Or because they’ve done it themselves and want to justify (to themselves) having done it.

I’m not a bandwagon kinda guy. How about you?

What if they’re right? They might be. We might be on the wrong side of the issue. We might be doing ourselves a big disservice by refusing to listen.

I don’t care. I want to do what I want to do.

When I was a pup, my dad told me I should go to law school. I didn’t want to go, not because I had any material objections, but because he told me I should. I had other ideas, other plans, and didn’t want to be told what to do.

Of course I went, but it was my decision, made after exploring my other options and finding them wanting.

Okay, I’m a rogue. Stubborn as hell. Maybe a bit crazy. And I don’t understand why so many people buy what others are selling.

But I’m not going to tell anyone what they should or shouldn’t do.

Okay, that’s not true. I also have a big mouth and often tell people what they clearly don’t know or correct them when they’re clearly wrong.

Especially when someone says I shouldn’t.

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