You can’t win them all (but let them know you tried)

March 7, 2018 by
Share

It happens. You do everything for a client, bending over backward to serve him and get the results he wants. If those results aren’t forthcoming, however, or things don’t happen quickly enough, the client may blame you.

And fire you.

That’s what happened to an attorney who wrote and shared his tale of woe.

He had a client complain about “zero results”. He said the attorney did nothing for him, even though he had done everything that could be done.

The client said the attorney was wasting time to “rack up fees,” even though the client was paying an agreed upon flat fee.

“How do you make clients [understand and appreciate] what you’re doing for them?” the attorney asked.

In this client’s case, nothing. He’s a bad egg. Nothing but trouble since day one.

But while all clients want results, if those results aren’t forthcoming, or take too long to achieve, most clients appreciate their attorney’s efforts or their behalf, if they are made aware of it.

Job one is to make them aware of it.

At the beginning, you spell out everything that is about to happen. You tell them (orally and in writing), exactly what you will be doing, when, and why.

Why A instead of B? Why next month instead of immediately?

You tell them about possible delays, contingencies, and problems. You also tell them what you will do if and when those issues occur.

You tell them stories of clients who had successful outcomes despite delays, contingencies, and problems. You provide testimonials from clients who watched you shed blood, sweat, and tears for them and loved you for it, even if things didn’t turn out they want they wanted.

You send copies of everything, of course, and update them frequently. Weekly is not too often. Even if “nothing” happened, let them know that you’re still on the job.

You report everything you have done, everything the opposition has done, and what you plan to do next.

You bring them into your head so they can see and hear what you see and hear and understand why you do what you do.

And you get their okay every step of the way.

No, you don’t let them manage the case. You encourage them to provide feedback and ask questions and you show patience when they do.

Sounds like raising a child, doesn’t it? Yeah, that’s pretty much what it is.

The difference is that you can fire a client, and in this case, that’s exactly what you should do.

Client relations 101

Share
Filed Under: Client relations

A simple way to get more done in less time

March 6, 2018 by
Share

You’ve heard that multitasking is less efficient than doing one thing at a time. But do you know why?

The answer is that we’re not really multitasking. That’s a misnomer. The term implies that we’re doing two (or more) tasks at the same time. In truth, our brains won’t allow this. What we’re really doing is “task switching”.

We may switch rapidly from one task to the next but according to research, the simple act of constantly switching tasks can cost us up to 40 percent more time.

Apparently, when we stop one task and start another, in order to help us focus, our brains go through a process of shutting down the rules it is following for the first task and opening up a different set of rules for the task we are about to switch to.

Minimize task switching, and you might be able to get the same amount of work done in five hours that would otherwise take eight.

To minimize task switching, we should do whatever we can to finish one task before starting another. That means giving ourselves a big enough block of time to complete a project, or take it as far as we can, in one sitting.

Researching and writing a brief for a solid two hours is better than doing it 30 minutes at a time.

If you have smaller tasks, do them in batches. For example, do all of your research or make all of your calls during the same block of time.

And, minimize distractions and interruptions. Turn off your phone when you’re working on a writing project. Make sure your staff knows not to disturb you. Because according to other research, every time we get interrupted or distracted, it takes an average of twenty minutes to get back to where we left off.

Step-by-step: How to get more referrals

Share
Filed Under: Productivity Tagged With: , ,

Some thoughts about multiple streams of income

March 5, 2018 by
Share

My income doesn’t depend on any one source. That affords me a degree of safety and peace of mind and lets me peruse creative interests. I didn’t create these sources of income at the same time, however, and if you’re thinking about starting something new, neither should you.

Don’t spread yourself in too many directions or you will find it difficult to excel at anything.

Mark Twain said, “Put all your eggs in one basket and watch that basket”. If you want another basket, make sure the eggs in your first basket are safe.

Make sure you have partners or employees you trust and systems in place that afford you time to invest in your new venture. And, if possible, choose as your next venture something that allows you to leverage the knowledge, contacts, and resources you developed in your practice or first business. This will give you a running start.

On the other hand, it is by no means clear that you should do anything other than what you’re already doing. If you’re doing well and enjoy it, why stop?

Don’t start something new merely because you think you must have additional sources of income. You don’t. Unless you have a strong reason to start a new business, you’re almost always better off taking what you’ve already built and making it even bigger.

As you develop excess cash flow, you can invest it in ventures that don’t require much of your time or mental bandwidth.

I retired from my practice because I didn’t want to do it anymore. If that had not been the case, I probably would be just as happy and prosperous today, or even more so.

How to earn more and work less: click here

Share
Filed Under: Increase your income, Leverage Tagged With:

Say what?

March 2, 2018 by
Share

You may have heard the pejorative term “hairography”. According to the Urban Dictionary, this is “choreography using a lot of dance movement with the head that causes the hair to thrash about.” Basically, it’s done to disguise a lack of dancing skills.

Sadly, some lawyers do something similar when they hide behind big words and legalese.

I call it “lexography”.

I have to admit, as a fledgling attorney, I spoke the lingua franca. My letters and pleadings sounded like they were written in another century. Formal, stilted, passive voice, and boring.

I didn’t want to be seen as lacking experience in the arcane world of the fraternity I had recently joined. I wanted to sound like a lawyer and I thought that’s what I had to do.

I even did it with clients. I was young (and looked it) and I wanted to sound like a grown up.

It all ended quickly. I hated the way I sounded, and it was too much work to keep up, so I said, “the hell with it” and I stopped.

What a relief!

I spoke plainly. Simple words. Colloquial expressions. Cliches.

I used short sentences.

Like this.

Nobody complained or looked down on me. Nobody refused to hire me because I sounded inexperienced or unprofessional.

So, if you’re new to this club, or you (still) have issues with “sounding like a lawyer,” let it go.

I get a lot of email from lawyers. Some lawyers (lawyers!) can’t communicate a cogent thought to save their life.

Seriously. I can’t understand them.

C’mon, people. We are word merchants, you and I. We get paid to communicate. We need to be on top of our game. Better than good. Clear, concise, and persuasive.

You don’t need to be eloquent but if writing doesn’t come naturally to you, do what you have to do to get better. Take classes, get an editor, read outside your field.

Get a writing “workout partner”. Get lots of practice. And most of all, have fun with it. You’ll be glad you did. So will your clients.

How to write a “special report” that brings in clients

Share
Filed Under: Communication, Writing

Are you a perfectionist?

March 1, 2018 by
Share

I’m told that perfectionists tend to achieve less and have more stress than other folks.

The struggle is real.

In addition, perfectionists are more prone to procrastination. Because they worry about not doing things right, they delay starting or finishing. They often do nothing at all.

If this sounds familiar, take heart. Most (all?) accomplished people like you and me struggle with these issues, at least some of the time.

But there’s hope.

Sometimes, when I find myself procrastinating, I tackle some of the easy parts first. As you check off items on the punch list, you build confidence and momentum. Continuing is easier than a cold start.

I might review my notes, make a list of ideas, or gather up my research. I might draft some language or brainstorm some of my options.

When I don’t feel like going on my walk, putting on my walking shorts takes me a step closer to getting out the door.

Sometimes, I do the hard things first. I eat those frogs. Once I get something difficult or intimidating out of the way, the rest is much easier.

While starting is the hardest part, finishing is the most important.

How do you finish things you’re having trouble finishing? I don’t know, I’m still working on that.

Joking aside, one thing I do is try not to “break the chain”. I have an app for tracking my daily walking. It gives me visible feedback about my progress (and a little fanfare when I hit the daily goal). What can I say, it helps.

Another thing I do to finish is to focus on the process, not the outcome. With writing, for example, I don’t dwell on word count, I just make sure I do the work every day.

I also bribe myself. I promise to reward myself as soon as I finish things. For example, when I finish this, I’m going to play around with a new app I just downloaded.

Okay, as soon as I get back from my walk.

Share
Filed Under: Personal development, Productivity

Why you should zig when everyone else zags

February 28, 2018 by
Share

You really don’t want to stand out, do you? You’ve heard the reasoning behind it and you get it, but if you have a choice, you’d rather blend in with all the other guys and gals who do this legal thing.

You want to be left alone to do your work. You don’t want people to pay attention to all your typos and blemishes and weird ideas.

And yet, you must. You must put yourself “out there”. You must take the risk.

If you don’t give people reasons to notice you, remember you, and hire you (instead of any other lawyer), you shouldn’t be surprised when nobody does.

So, baby steps. Start with something easy. It almost doesn’t matter what it is so long as its different from what most lawyers do.

I’ll give you one. Email. When every other lawyer (and other professional) sends fancy newsletters, with pretty pictures, stylish formatting and modern layouts, do the opposite.

Plain text.

Go on, I dare you. It is a very simple way to stand out.

Plain, ugly, mono-type. The plainer the better. Like I do. Your newsletter won’t look like everyone else’s. It won’t look like something you bought from a company. It won’t look like a commercial product.

It will look like an email. Which is why it will stand out. And why it gets read.

Make your email look like a personal communication, not an ad. It’s an easy way to stand out and build a relationship with the people on your list.

You do know how to write an email, don’t you? You just put your lips together and. . . okay, nevermind. We’ll talk about that another time.

Need ideas for your newsletter? Get them here

Share
Filed Under: Communication, Email, Image

You are what you appear to be

February 27, 2018 by
Share

Marketing maven Dan Kennedy talks about something he calls the “full parking lot phenomenon”. He says nobody wants to buy from a store, eat at a restaurant, or hire a lawyer with an empty parking lot.

It’s true.

If your parking lot or office waiting room is empty, if you don’t appear to have many clients, people get nervous.

They want to buy from successful merchants. They want to hire successful attorneys. You need to do whatever you can to create and maintain that image.

If you have lots of clients, talk about the work you’re doing for them–in your newsletter or on your blog, and in your conversations. Yep, tell war stories (but make them quick.)

If you are just starting out, talk about work you did for the firm you worked for prior to opening your office. If you’re going through a bad spell and you aren’t flush with clients, talk about the clients you do have or the ones you’ve had in the past. Nobody needs to know how long ago it was.

Book appointments back to back so that clients see other clients in your waiting room.

Talk about things busy lawyers do–your speaking engagements, writing, and networking. Let the world know that you are “in demand”.

Perception is everything. If you look successful, clients will assume that you are successful.

Does that mean that you should continually upgrade your image as you grow? New office, furniture, clothing, and car?

To some extent, yes.

If your clients (or the clients you wish to attract) expect their attorney to fit a certain image or profile, you should probably accommodate them. I know, we’ve all seen some very successful (and wealthy) attorneys who wear old clothes and drive old cars, but not everyone can get away with that.

Keep up appearances but don’t go overboard. You don’t want clients thinking you charge more than you’re worth because you are addicted to wearing $4000 suits.

You don’t need an expensive website. Here’s what you do need

Share
Filed Under: Image, Law office management

When comparing yourself to others can be a good thing

February 26, 2018 by
Share

Everyone says we shouldn’t compare ourselves to others. No, they’re not talking about situations where you are decidedly better or more accomplished, they’re talking about situations where someone is eating your lunch.

I usually avoid doing this. But sometimes, I can’t.

I just finished a book by a young man who works full time at a corporate management job, goes to law school at night, and, in his spare time, writes novels.

He turns out a new novel every few weeks.

And, he does it, he says, in one pass. One draft and off to the editor. Oh, and he doesn’t use an outline.

Much of his writing is done in small snippets of time. While waiting for his wife at the mall he’ll push out a few hundred words, for example, on his phone. Typing with his thumbs. Something else I can’t do.

Color me impressed. Or maybe depressed, if I compare my output to his.

So yeah, comparing yourself to others can put a dent in your ego. But only if you let it.

Instead of comparing ourselves to others, and feeling bad, what if we get inspired by others and learn from them?

They can teach us what’s possible. And while we may not be able to do what they do, we may learn some new tactics or approaches.

When I read how this guy writes a book-length manuscript in a single draft I thought there’s no way I could do that. But then I thought, “But maybe I could limit myself to three or four drafts, which is way better than the unlimited re-writes I currently allow myself.

I don’t know if it will work for me but at least I’m thinking about it. Something I wouldn’t have done had I not read and been inspired by this man’s story.

Want to know how to get the professionals in your building to send you referrals? Here’s how

Share
Filed Under: Personal development

What are you waiting for?

February 23, 2018 by
Share

You want to start a project. Write a book. Leave your firm and start out on your own.

Why haven’t you? What are you waiting for? Information? Inspiration? The right time?

Whatever it is that’s holding you back, it’s killing your dreams and stifling your momentum.

You don’t need more information. Or confidence. Or time. You don’t need buy-in from anyone. The time will never be right, so stop waiting and do it now. Take the first step.

Book the room. Announce your plan on social media. Burn your ships. Do something to affirm that you’re doing this and don’t look back.

I remember opening my first law office. I wasn’t ready. But I knew it was something I had to do so I did it. Signed a lease. Bought some furniture. And told everyone I was open for business.

You probably know that I had a rough time of it. But I made it. You will too.

Whatever you’re doing, once you start, you find ways to make things work. One foot in front of another and before you know it, you have arrived.

Take a chance on your idea. Trust that things will work out.

What if they don’t? What if you leap and the net doesn’t appear?

You might get hurt. But you will survive. You will have learned things you didn’t know before, and through that knowledge and experience, you will grow. You’ll know people you didn’t know before and some of them will help you with whatever comes next.

On the other hand, you may be a stunning success. Everything may work out far better than you ever thought possible. Your project or venture may lead to glorious achievements and position you for even better things down the road.

No matter what happens, you’ll have an adventure. A story for your grandkids.

Don’t wait until the time is right or you feel ready. Start now. You’ll be glad you did.

When was the last time you did a Referral Blitz?

Share
Filed Under: Inspiration

Getting clarity on a project or goal

February 22, 2018 by
Share

Whenever you have a big project, decision, or goal, and you’re not sure what to do or do next, here’s something that might help. It’s something I did when I was studying for the Bar exam.

I took all of my outlines and reams of notes and reduced them down to a single page. On one page (of paper), I had a summary of the entire subject. Notes, keywords, lists, definitions, examples.

Most of it was greatly abbreviated, of course, but I knew the material well enough that a single keyword was all I needed to remember a concept or case. By putting everything on one page, drawing arrows to indicate relationships or causality, and underscoring and highlighting for emphasis, I had a clear picture of what I needed to know and remember.

The process of distilling everything down to a single page helped me to understand the essence of the subject. I discovered what was most important and how everything related to everything else.

Try this for your next trial or big project. Try it when need to decide what to do next. Gather up all of your notes, ideas, resources, and research. Write down your questions, doubts, obstacles, and opportunities. Put everything in one big pile. Then, work your way through that pile and reduce it down to one page.

If you start with 100 pages, go through those pages and consolidate notes, eliminate marginal ideas, and re-write your words. Sift and sort and distill those 100 pages down to 20 or 30. Go through those pages and reduce it to 10. From 10 pages, you might get it down to three. Then, from three pages to one.

That one page summary of your project or idea may not tell you everything you need to know. But the process of creating it will.

How to get your website to bring you new clients

Share
Filed Under: Personal development, Productivity
« Previous Page
Next Page »