What do you do when the case is over?

July 9, 2012 by
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Think of a file you closed in the last thirty days. The work was done, the client was paid or got their final papers, there’s no more work left to do.

What now? What’s your plan?

If you think in terms of “cases” or “files” or “work,” probably not much. You finished what you were hired to do and you were paid. Gotta go find someone else who needs you.

If you think in terms of “clients” and “repeat business” and “referrals,” you’re just getting started.

Your clients are worth far more to you than what they paid you to handle their case or file. Over time, they may be worth 50 times that amount. But if you leave it up to them to come back when they need you again, or refer someone who needs you, you’re making a big mistake.

It’s up to you to stay in touch with your clients, now, at the end of their case, and forever–until you retire or one of you dies.

It’s called “lifetime value,” and many attorneys never see it because once the work is done, so are they.

Call your client: “Do you have any questions?”

Mail to your client: “Thank you for the opportunity to serve you. Please fill out this survey and tell us how we did.”

Mail something every month: “Here’s something I thought you would like.”

Most of tomorrow’s business should come from the clients you have right now. Even if those clients never hire you again and never refer a single client, they can help you by sending traffic to your web site, promoting your seminar, or distributing your report or video.

So, when the case file is closed, open another file for the client. You have more work to do.

You need to stay in touch with your clients and let them know you appreciate them. Remind them about the (other) services you offer. Ask them what you can do to help them with anything of a legal nature, or anything else. And once in awhile, ask them to help you by liking your page or forwarding your email to someone they care about.

The work is not difficult and it pays extremely well.

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Filed Under: Client loyalty, Client relations, Marketing legal services, Referrals, Relationship marketing, Thank you letters, Web traffic Tagged With: , ,

How to be more productive by killing time

July 6, 2012 by
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Being more productive helps us earn more and work less (or waste less time). That’s why I use and write about the systems (e.g., GTD) and tools (e.g., Evernote) that improve productivity.

But I will be the first to admit that being productive is not the number one objective. It’s being happy.

We want to be more productive because doing so makes us feel good. Not just the results of being more productive but the feeling we get in the process of doing so. It feels good knowing that we are being effective (getting the right things done) and efficient (getting things done right).

But sometimes, “too much of a good thing is not a good thing”.

Most productivity experts advise us to make the best use of our time, all the time. If we’re at the doctor’s office and we have 15 minutes before our appointment, we should use that time to review a file or write notes for something we’re working on. On our way to and from court or an appointment we should make calls or dictate a letter or memo.

Don’t waste this time, they tell us. 15 minutes here, ten minutes there, and we could gain an additional hour or two of work time every day.

I don’t disagree with this. I do these things myself. But, as Leo Babauta’s thoughtful post, “Why Killing Time Isn’t a Sin,” reminds us, “life is for living, not productivity”.

If you would enjoy reading the biking or travel magazine for 15 minutes in the doctor’s office, go ahead and do it. If doing some work would be even more enjoyable, you can do that instead.

The point is, you have a choice. You don’t have to work all the time. Do it because you want to, not because you believe you must. Do it because of the pleasure it gives you, not because it’s on your list.

Do you ever “call in sick” and spend the day at the beach or the movies? Just because you want to? You should. Yes, the work will be there when you get back and yes, you will be a day behind. But you’ll be a day ahead on life.

We aspire to be productive because it makes us feel good. Why not start with feeling good. You’ll wind up being more productive.

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Filed Under: Career satisfaction, Productivity, Time Management Tagged With: , , , , , , ,

Attorney Marketing: Do you have the right attitude to be successful?

July 3, 2012 by
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Do you do marketing because it’s something you have to do? Or do you do it because you love helping people and marketing is how you find them?

Do you send notes and thank you cards to your clients because it’s a smart thing to do or do you truly appreciate your clients and want them to know?

Do you love it when your clients call you when they need a referral to an insurance broker, car dealer, or building contractor? Or do you say to yourself, “Why are they asking me?”

Marketing has been defined as, “everything you do to get and keep clients”. More than what you do, however, marketing is what you are.

Marketing should be an extension of who you are and what you do. It should not be a department or a project. If you love what you do, if you truly appreciate your clients and the lifestyle they make possible for you, marketing shouldn’t feel like work.

That doesn’t mean you don’t have to make the calls or send the emails. It means that when you do, the words will flow easily and people will know you mean what you say.

If you love what you do and you do what you love, you’ll never work a day in your life.

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Filed Under: Career satisfaction, Communication, Marketing legal services, Personal development Tagged With: , , , , , , , ,

New law practice: How do I get the word out?

July 2, 2012 by
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I got an email last week: “Do you have suggestions for getting the word out on new (solo) law firms”

Q: Press releases to big city newspapers?

Unless your announcement qualifies as news, these are unlikely to get printed. If you are semi-famous or you’re planning to do something very unusual in your law practice, a press release might get picked up. Otherwise, probably not.

If you want to go this route, your best bet is to send them to niche publications: small town newspapers (where you grew up or your dad was well known), blogs or magazines in a market where you have a connection, that sort of thing.

Q: Mailing announcements to the Bar list (of business attorneys) and/or business owners?

Announcements mailed to other lawyers or business owners are a waste of time. They don’t know you and they don’t care that you’re opening your own office.

You could mail something they would care about: a free report that helps them protect themselves or their clients or earn more in their business or practice. A postcard that offers a report like that, and sends them to your web site to get it, would cost a lot less than actually mailing the report. It could bring lots of traffic, opt-ins, and eventually, some business. However, even post cards are expensive and you need to know what you’re doing.

This can be a viable way get clients, but for a new practice with limited funds, it’s not the best place to start.

Q: Hiring a service to send email announcements to the Bar list and to our own contact list?

Emailing to people you don’t know (i.e., Bar list) could get you into trouble for spamming. There are legitimate “opt in” lists available where people have given permission to receive email, and there are services that will provide these lists and do the emailing for you, but you would be wasting your time and your money.

Again, they don’t know you and they don’t care about your announcement.

However, emailing or sending announcements via regular mail to your own contact list is a great idea.

You should definitely send an announcement to the people you know. Friends, family, people you know from college and law school, and former employers. If you have a connection of any kind, put them on your list.

They do care about you and what you are doing. They will read your announcement. They may respond and wish you the best of luck. At some point, they may also send some business.

Here are my three “rules” for announcing a new law practice:

  1. Send your announcement to everyone you know; don’t bother with strangers, unless you have a very good reason to do so and the budget to pay for it.
  2. An announcement is okay; a letter is much better. Write a semi-personal letter that gives the who, what, where, when, and why of your announcement. Why are opening your own office? What do you want to accomplish? Who are you looking to help? What will you do for them? People will look at an engraved announcement for three seconds and then throw it out. Those same people will take their time reading a heart-felt letter on plain paper or in an email. They will remember your story and may even share it with others.
  3. Don’t rely on a one-time mailing. Follow up your announcement with additional communication–a newsletter, calls, invitations to your grand opening, personal visits. Stay in touch with them, remind them again and again about what you do and for whom you do it, and ask for their help.

Even if there are only 100 people on your initial list, these are the people to whom you should announce your new practice. They do know you and they are willing to help.

They may not be able to send you any business (right now), but they can help promote your web site, like your page, or distribute your new report. They can help you get the word out.

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Filed Under: Communication, Law office management, List building, Marketing legal services, Marketing Plan, Press release, Publicity, Relationship marketing Tagged With: , , , , , , , , , , , , , , , , , , ,

Engage your clients and prospects by explaining the news

June 29, 2012 by
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So we have some health care news. Now what?

Your clients and prospects are wondering what it all means. What do they have to know? What do they have to do? What will it cost them? What’s next?

This is a great opportunity to provide some answers. Leverage news events like these to add value to the lives of the people who follow you. They will appreciate you for sorting it out for them and the next time you write, tweet, post, or otherwise open your mouth, they will be more likely to pay attention.

If you don’t know what to make of everything yourself, there’s plenty of help available. Here’s an article that explains, “How Will the New Health Care Law Affect Me?” Here’s one about, “How Your Business Will Be Affected.” You can use articles like these as a starting point to write your own summary.

You don’t need to write a comprehensive legal analysis (unless your clients are in the health care field or are affected more than most). Give them the who, what, where, when, and why.

But be careful with the why. If you get political, you may alienate a lot of people who put food on your table.

Show people they can trust you. Give them the facts. Help them understand.

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Filed Under: Blogging, Client loyalty, Client relations, Communication, Image, News, Newsletters Tagged With: ,

Three Tips For Your Next Speaking Gig

June 28, 2012 by
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At breakfast this morning I reminded myself that I did not yet have a topic for today’s blog post. When that happens, I usually dig through my backlog of ideas (saved in Evernote) and unread articles and blog posts (saved in Instapaper). Instead, this morning I began with a title.

Actually, not the whole title. I wrote down, “Three Tips for. . .” and went back to my eggs.

My subconscious mind came to the rescue. It reminded me that earlier this week, I had given a luncheon presentation. There must be three things I could share about public speaking.

The first one was easy. It was something I didn’t do but will do the next time. The other two I nailed.

So here are my three tips:

Tip number one: Meet the audience before you begin.

Had I done this, I would have learned that one of the guests was an attorney. I could have tailored my remarks to him. I might have engaged him with a question or two. Another guest was a real estate agent. I could have incorporated her background in one of the examples I used in my talk.

It’s usually not possible to meet everyone but meet as many as you can. I knew I was addressing business owners and professionals, but had I met some of them in advance, I would have been able to provide more relevant context (examples, stories) and generally deliver a better talk.

Tip number two: Don’t depend on A/V.

There was no projector available at this location, so I could not use slides. No problem. I knew my talk and could deliver it without any visual aids. In my opinion, this makes for a better presentation because the audience focuses on you instead of the screen.

Use slides if you have to. Avoid them if you can. No matter what, you need to know your subject well enough so that you can deliver it when there is no projector, no electricity, or the bulb burns out.

Tip number three: Have some friendly faces in the audience.

A speaker is only as good as his audience. We draw our energy from the people in the room. If you are addressing a group of dullards, people who don’t smile, don’t laugh at your jokes, and don’t respond when you ask for a show of hands, I don’t care how good you are, your talk will suffer.

My wife was with me. I can always count on her. One of my business partners was in the front row and he has good energy. When I looked at him leaning forward in his seat and smiling at me, it not only helped me, it helped the others in the room who took their cues from him. I had him “keep score” every time one of my “jokes” got a laugh and this added to the fun.

So those are three tips gleaned from this week’s presentation. Okay, I just thought of one more. If you’re doing a lunch presentation, start off by asking for a show of hands: “Did anyone order a salad?” Apologize and tell them you asked the restaurant to leave out the tomatoes. “They’re way too easy to throw at the speaker.”

Make people laugh and they will like you and your presentation. Even if you don’t have any slides.

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Filed Under: Blogging, Communication, Public Speaking Tagged With: , , , , ,

Marketing legal services the Evernote way

June 27, 2012 by
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You know I’m a big fan of Evernote. I use it all day long for everything I do in my work and in my personal life. I detailed my use in my Evernote for Lawyers ebook.

I’m also a fan of how Evernote does their marketing. They use a “freemium” model–giving away their apps and service for free, believing that users will fall in love with the product and sign up for the paid service.

Their free service is not stripped down. It has everything most people would want. The paid version provides additional capacity and features.

Evernote understands that the more people who use their free service, and the longer they use it, the more who will subscribe and pay.

Evernote does not advertise. They rely on word of mouth–satisfied users sharing their experiences with the product.

Their model works. Evernote has some 40 million free users and 1.4 million paid subscribers. They have recently achieved a billion dollar valuation.

Attorneys who offer free consultations are following a similar marketing model. The more free consultations they give, the more paying clients they get. Some attorneys take things a step further, offering not just free consultations but free services to get prospective clients to “try before they buy”. If you offer a free will, for example, a certain percentage of clients will want to upgrade to a trust or other paid services.

Evernote does not pressure users to upgrade. They provide upgrade links in their desktop, web, and mobile apps, but users are reminded to upgrade only when they try to use a paid feature or go beyond their free monthly usage limit.

There’s something attractive about a company that doesn’t push you. They give you value, lets you know there’s more available, and leave it up to you to come to them. Contrast that to what many companies do: they push, they chase, they sell.

I don’t know about you but when I’m chased, I usually run the opposite way.

Evernote provides value through their service and also through their blog and newsletter. Their blog provides tips and uses for making Evernote more useful and it’s fun to read.

Marketing consultant Jim Connolly wrote today about Evernote’s newsletter, contrasting it with other newsletters that do little more than sell. He says Evernote’s newsletter gets it right for three reasons:

  1. Their newsletter actually contains news
  2. Their newsletter makes Evernote more valuable
  3. Their newsletter doesn’t push

Connolly and I agree that providing valuable content that enhances the user experience with the product is effective in making the case for upgrading without ever asking users to do so. Their approach attracts us, instead of pushing us away with sales pitches and an abundance of links.

Attorneys deal with issues that don’t always allow for such a laid back approach. If it’s in the client’s best interests to push them to take action, a little push is not a bad thing. Nevertheless, I think we can all learn from Evernote how to be more attractive and let people sell themselves on hiring us.

People like to buy. They don’t like to be sold.

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Filed Under: Communication, Image, Marketing legal services, Newsletters, Technology Tagged With: , , , , , , , ,

The Attorney Marketing Center: Official Blog of Successful Attorneys Everywhere

June 26, 2012 by
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My wife saw a coupon this morning for a dry cleaner (seems to be a theme with me lately) that had just changed its name from “Luck Cleaners” to “Joy Cleaners”. Or something something like that.

What caught my attention was the statement, “Official Cleaner of [a well known clothing company]”.

I wondered how they had achieved that. “How does one become the official anything for a well known company?”

Were they doing the cleaning for the company and simply asked if they could advertise that they were the official cleaner? Or did they approach the company and offer to do their cleaning for free or at a big discount, in return for being able to say they were the official cleaner?

It doesn’t matter. What does matter is that a law firm could do the same thing.

If you have a business client who is well known in your niche market, ask them if you could mention the fact that yours is the official law firm for their company. Then, mention your official-ness everywhere. You will be providing social proof of the worthiness of your firm.

You could approach any well known company and offer them free legal services in return for an official designation. But what do you do if the better known companies already have lawyers they are happy with and they aren’t willing to switch, even to get free services from you?

Find a charity and see if they would like some free legal services.

It doesn’t matter how well known the charity’s name is. When your marketing messages say that your firm is the official law firm for the “Save the Platypus Foundation,” or whatever, people will notice. Your name will be associated with doing good work for a good cause.

The press will notice, because you will send out a media release and announce it.

Similar charities will notice because, well, they are similar.

And every company your charity does business with will notice, especially if your offer requires the charity to mention your firm in all of their mailings and advertising collateral.

You should also be able to get yourself invited to the charity’s dinners and fund raisers, hang a banner at the charity’s booth at their industry’s conventions, and network with their board of directors, major donors and supporters.

And because you are the “official law firm. . .,” you’ll be able to reach out to other professionals, business owners, politicians, and other influentials, to invite them as your guest to one of the charity’s events.

I don’t know how this will all play out for you, but I can tell you that this could bring you a lot of business. Even if you never mention that you are the “official law firm,” the contacts you will make and the paying clients that result, will more than pay for the services you donate.

Choose a charity you believe in, of course, something you would support regardless of personal gain. Get excited about their cause. And tell everyone to join you in supporting them.

You will have great Joy and great Luck. I’m not sure if your clothes will be any cleaner, however.

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Filed Under: Advertising, Image, Marketing legal services, Networking, Press release, Publicity, Relationship marketing Tagged With: ,

Marketing insights for sole practitioners

June 25, 2012 by
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My post on going solo brought emails from lawyers who appreciated that I didn’t varnish the truth about how hard it is.

If you are a solo or thinking of opening your own office, I recommend you read Philly attorney Jordan Rushie’s candid post about his experiences in staring his own practice. It’s interesting reading if you want to compare notes, required reading if you’re about to open that office and need to make a shopping list.

Rushie agrees that going solo is almost a crazy idea–a lot harder and more costly than some would have you believe, far more work and far less income than you can imagine. Although he acknowledges that it’s never the “right time” to go solo, if you have a choice, wait until you have the experience, money, and contacts to be able to do it right.

Rushie’s has some interesting comments about marketing for the new solo. Actually, his advice rings true for just about any attorney. He says you don’t need:

  • An expensive, fancy web site. I agree. You need a place to send people to get information about your practice and how to contact you. You can add more content and make things look nicer later on, after you’re making money.
  • A logo. Right again. Although you can get a decent one designed for a few dollars to a few hundred dollars, you’ll waste too much time deciding on the right look. You don’t need a logo, you need clients.
  • “SEO Optimization”. Rushie suggests that more traffic won’t necessarily bring you good clients but that it will certainly bring you tire kickers. You can set up mechanisms to screen and filter out the low-quality inquiries and, therefore, get some decent clients, but the time (and money) you will spend are probably better spent elsewhere. Put this on the list for later.
  • A marketing/PR firm. I agree with this, too. Even if you could afford the cost and could find a firm that really knows what they’re doing (many don’t), you’re better off building relationships. Rushie says, “take potential clients to a ball game,” family, friends, and other lawyers out to dinner. No question about it, you will get far more business by leveraging your existing relationships for business and referrals than you will get hiring a marketing firm. I’m not saying you don’t need marketing information and advice. You do. But you’re better off learning it yourself so you can do it yourself.
  • Social Media or a social media consultant. Rushie says he doesn’t rely on social media to build his practice. He gets about 5% of his work from Facebook friends, “but they are usually people I knew from high school who would have called me anyway.” I know there are exceptions, but I hear something similar from a lot of attorneys. Don’t ignore social media but don’t depend on it, either. Use it as an excuse to connect or re-connect with real people because the magic happens when you talk to people or meet with people in the real world.

Rushie says not having a plan on how to grow your practice is a big mistake and of course, I concur. The good news is that the plan is a lot easier, less technically challenging, and less costly than you might think. Build your practice by building relationships.

Unfortunately, unless you know a lot of (the right) people, building relationships may take up a lot of time. Fortunately, as a new solo without a lot of clients or work keeping you busy, you have time to go meet some new people. Unless you’re too busy learning how to practice law.

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Filed Under: Career satisfaction, Inspiration, Legal industry, Marketing legal services, Relationship marketing, Social media, Social media marketing Tagged With: , , , ,
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