Consider offering your clients a maintenance contract

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We just got bids on a new heating and air conditioning system for our house. A couple of the vendors pitched us on their maintenance contracts. For $100 to $130 a year, they will come to the house three times per year to inspect everything and do minor servicing. If something needs repairing or replacing, you get that at a discount.

It’s a good deal for the consumer, although probably not necessary the first few years when everything is under warranty. I think one of the vendors was willing to give us the first year free.

It’s a good deal for the vendor because (a) it gives them first crack at getting hired for repairs, (b) it gives them the opportunity to get referrals, (c) it gives their service techs something to do when they’re not doing big jobs, and (d) it brings in revenue.

Could you do something like this? Offer your clients some kind of service or maintenance contract? If you handle small business matters or estate planning, no question this is something to consider. For other practice areas, maybe not.

A maintenance contract allows you to regularly get in front of clients and do issue spotting. You get to see if their documents need updating, and you also find out what other work they need, in their business or personal life.

If it’s something you don’t handle, you can refer it to other lawyers and other professionals (e.g., CPAs, financial planners, consultants, et. al.) who have agreed to offer discounts and other perks to these referred clients.

Clients get work done they might otherwise delay on taking care of, to their detriment. They get a good deal, too.

Also, you get face time with your clients once or twice a year which can only strengthen your relationships with them. They may not need any work themselves but you will undoubtedly get referrals.

Then there is the additional revenue this will bring to your coffers. If you have 200 clients paying you $200 a year, that’s an additional $40,000 a year, not counting any additional work or referrals.

If you don’t like the idea of charging clients for this for some reason, or your practice area doesn’t allow you to provide enough value to your clients to justify a fee, e.g., you handle personal injury only, consider offering this service to your clients at no charge.

You see them once or twice a year, or talk to them on the phone, or send them a form to fill out and then call them. If they need your services, they get to hire you at a discount and/or they get some added benefit.

If they don’t need your services but they need something else, you will refer them to high quality professionals (or businesses) with whom you have already negotiated a “special deal”.

Would a PI or criminal defense client avail themselves of this benefit if it were free? Why not give it a try and find out?

Lawyers are complicated; marketing is simple

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The lifetime value of a client

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Most lawyers invest more time and money in acquiring new clients than in retaining existing ones. And yet the cost of retaining clients is a fraction of the cost of acquiring new ones.

If you want your clients to keep coming back to you, the first thing you need to do is to realize that it’s worth making them happy.

And it is.

Your average client is worth so much more to you than what they pay you for their initial engagement. Their value is an average of all of the fees they are likely to pay you in the future, over their lifetime as a client.

Some clients won’t come back because they don’t need you again, but others will hire you frequently. Some will have small cases, others will have big ones.

And every client can send you referrals, which also count towards their average lifetime value.

Once you understand that the client who pays you $5,000 this year might contribute an average of $150,000 to your bottom line over their lifetime, you will appreciate why it is worth investing in them.

If you only look at the $5,000, you might resist the idea of spending $50 per client per month to stay in touch with clients via a newsletter, birthday cards, and small gifts. If you look at their lifetime value, however, you might look for ways to invest even more.

Consider the cost of acquiring a new client. Take everything you spent last year on anything that could be considered marketing (and don’t forget the value of your time) and divide that number by the number of new clients you signed up.

If you spent $2,000 to bring in one new client who pays you $150,000 over their lifetime, you did well. So I’m not saying you shouldn’t try to bring in new clients. Just that it’s more profitable to keep your existing clients coming back.

It’s also much easier to get existing and former clients to hire you. They already know you and trust you. You don’t have to find them or convince them that you can do the job. If they need your services and you kept them happy in the past, you don’t have to do much to get them to hire you again.

The most effective marketing strategy for any professional is to make an ongoing effort to keep their clients happy. Find out what they want and give it to them. Encourage them to tell you how you are doing and what you could improve. Find out what they expect of you and do everything you can to give them more.

Because over their lifetime, they are worth a fortune to you.

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Can you be successful doing work you don’t love?

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Can you be successful doing work you don’t love? If you define success in material terms, I think you can. But success is not just about money. To be truly successful, you have to be happy.

And here’s the thing. When you are happy, when you love your work, financial success is much easier to achieve.

You don’t have to push yourself to get up early. Mondays are your favorite day of the week. You can’t wait until your next speaking engagement, trial, or networking event.

When you love what you do, the work is almost effortless. Problems seem smaller and easier to resolve. You don’t have to work hard to find clients, you attract them, in droves.

When you love what you do, you are happy, and when you are happy, you love what you do.

What if you don’t love your work? What if it’s just okay?

You eliminate or marginalize the things you don’t like and do more of the things you enjoy.

You can delegate, outsource, and partner. You can change practice areas, client types, and target markets. You can get rid of the marketing techniques that make your stomach churn and replace them with things that come naturally.

You can also give it time. You may learn to love your work eventually. As you hear sad stories about friends who have lost their jobs and can’t find any work, for example, you might start appreciating things you previously took for granted.

Or you might see your current situation as a stepping stone to something else.

Whatever you do, make sure you don’t dwell on the negative aspects of your work. Focus on the things that make you feel good.

Think about the things that are going well and come easily to you. Think about your accomplishments and victories. Think about how good it is that you are paying your bills and that you have the time and space to turn an okay situation into something great.

Focus on the things that make you happy in your work because what you focus on grows.

Success is easier when you have a plan. 

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Could you make it on Rodeo Drive?

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Years ago, when I lived and worked in Beverly Hills, I wore Brioni suits, had a penthouse suite on Wilshire Boulevard, and was busier than a one-legged Irish dancer. So when I needed a haircut, naturally I shot over to Rodeo Drive and visited Vidal Sassoon.

Expensive? Yes. But worth it, at least to me at that time in my life.

They saw me on time and got me out quickly so I could get back to work. Everyone treated me like royalty. And it was peaceful–no chemical smells, bright lights, or incessant chatter.

There were other amenities: easy parking, pretty shampoo girls, soft drinks and snacks of my choosing.

A very pleasant experience, one that I looked forward to as a respite in my tumultuous day.

Oh, they gave a pretty good haircut, too.

I was reminded of those days when I read about a barbershop that charges more by providing better service than most barbershops. The article profiled a customer in New York City who couldn’t imagine paying more than for a haircut but who found, as I had, that it was worth paying more.

But enough about haircuts. The question of the day is, “How much more would your clients pay you for better service?”

Could you charge 20% more? 30% Double?

Doubling your fees is crazy, right? Well, I’m pretty sure I paid Sassoon triple what I would have paid elsewhere. Depending on what you charge now, perhaps double isn’t out of the question.

Next question: “What would you have to do to get that much?”

I can’t answer that for you, but I can tell you it always comes down to the little things. The little extras that make the client feel important, appreciated, and safe. The things that make them say, “Yes, I pay more but it’s worth every penny.”

Now, you may be thinking, “There’s no way my clients would pay a nickel more, no matter what I do.” I’m pretty sure that’s not true, but if it is, you need to get some new clients.

You don’t need to be on Rodeo Drive to be able to charge more. You might want to hire some pretty shampoo girls, however.

Marketing is easier when you know The Formula

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If you could only have one client. . .

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If you could only have one client, who would it be?

Write down their name. Picture them in your mind’s eye.

Now, why would you choose them?

Do they give you lots of work and pay you lots of money? Do they regularly give you referrals? Do you like them and enjoy working with them?

Write down all of the reasons you would choose this client and like to have more like them.

Next, write down everything you know about them. Go through your files, visit their website and social media profiles, think about everything they’ve told you about their job or their business and their personal life.

What are their goals? What are their problems? What do they do best?

Where did they go to school? What does their spouse do for a living? What sports do their kids play?

What do they read? What kind of car do they drive? What’s the favorite restaurant?

Why do this? Because this is your best client and you should learn everything you can about them. You should study them, so you can get closer to them, help them, and find more like them.

We attract what we think about so think about your ideal client. Spend time with them. Appreciate them. Remember their birthdays and anniversaries.

Next, think about your second best client and go through the same exercise. Keep going until you have a short list of five or ten best clients you’d like to clone.

Your ideal clients will lead you to other clients, many of whom will be very much like they are. Birds of a feather, and all that.

Next on the list: do the same thing for your best referral source. If you could only have one. . .

Need help identifying your ideal client? Here you go

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If Bruce Lee had practiced law

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If Bruce Lee had practiced law he would have specialized in one practice area. Maybe a subset of one area.

Lee believed in being the best and never settled for good enough. And he knew that being the best requires focus, discipline, and a lot of hard work.

Lee said, “I fear not the man who has practiced 10,000 kicks once, but I fear the man who has practiced one kick 10,000 times.”

I did a consultation with an attorney recently. He doesn’t have a general practice, but he doesn’t specialize either. We talked about the benefits of specializing. I ran down the list:

  • More clients (because clients prefer to hire specialists)
  • Higher fees (because clients are willing to pay specialists higher fees)
  • More referrals (because other lawyers who won’t see you as a competitor)
  • More effective marketing (because your message is more focused)
  • Less work and overhead (because you only have to stay up to date in your practice area)

He said he’d like to specialize but he lives in a small town and there’s not enough work there for any one of the things he does.

“How far is the closest city?” I asked. “Thirty miles,” he said.

“How about opening a satellite office in the city?” I said. He should be able to find more than enough work in the practice area of his choosing.

He’d never thought of that.

Start slowly if you want. Find an attorney with a different practice area with a conference room or extra office you can use one or two days week to see clients. Let him use your office as a satellite for his practice.

If you’re not where you want to be in your career, take a step back and look at your situation with fresh eyes. You may see the answer, right there in front of you. If not, come talk to me.

Marketing is easier when you know The Formula

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Do you look like a professional?

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I love watching a professional do his or her work. When I see a studio musician, a house painter, or gourmet chef doing what they do, I admire their skills and how they deploy them. There is a grace to what they do. It is effortless and efficient.

They look like a professional.

If I was planning to hire them, seeing them work would inspire confidence. I’d know I was getting someone who knew what they were doing. I wouldn’t worry about them making mistakes. I would know they were worth every penny they asked. Once I gave them the job, I’d get out of their way and let them do what they do.

Wouldn’t it be great if our clients could watch us work and have that same confidence about hiring us?

But a lawyer’s work isn’t visual. We work in our heads, mostly, and on paper. When we talk to people, it’s nothing like what lawyers do on TV. What we do looks boring. Watching us work is unlikely to inspire anyone.

You might not want to show people what you do, but you can do the next best thing. You can show them what it looks like after you have done it.

Show people photos of your office, your library, and your staff. Show them photos of you coming out of court, shaking hands with clients, and speaking in front of a crowd. Make sure you’re wearing the uniform (suite and tie) clients expect you to wear.

Make sure your website looks professional. You don’t need fancy (which can actually work against you), just not amateurish.

Let your content do most of the heavy lifting. The quality, depth, and quantity thereof should leave no doubts about your experience and ability to help your clients.

Make sure people see you doing things professionals do. Speaking, writing articles and books. Teach a CLE class (even once), because if you teach other lawyers, you must be good.

Promote the fact that you have forms and systems for everything. The chef has his tools, you have yours.

Don’t hide your light under a bushel. Highlight your awards, honors, and milestones. Post testimonials, endorsements, and positive press.

Clients and prospects are watching you. Show them the professional they want to hire.

How to earn more than you ever thought possible. Click here.

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The most common lawyer marketing question I am asked

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A subscriber asked me, “What’s the number one question you get asked by lawyers about getting clients?”

That’s simple. They ask, “How do I find the time for __________ [marketing]?”

And that’s an interesting question.

Because you don’t find time. You take it, from something else. You give up something you’re doing so that you can do something else.

But you only do that if you want to. And clearly, many lawyers don’t want to.

Many lawyers see marketing as something they have to do, not something they want to do. One reason is that they don’t see the connection between doing the (marketing) activities and getting results from those activities.

With most marketing activities, you don’t get clients immediately. It takes weeks or months. Marketing is a process. You get your best results from the cumulative effect of your efforts.

One blog post or article doesn’t equate to one new client (usually), but if you post 50 articles this year, next year you might see three or four new clients per month.

Sometimes a single marketing activity can bring in a lot of clients in a short period of time. Your new ebook, for example, might get favorably reviewed and/or go viral, especially if it is properly promoted. But because it takes a lot of work to write and promote it, and the results of that effort won’t come for many weeks or months, if they come at all, many attorneys put that idea in the “maybe” file and never do it.

Lawyers are used to a monthly payoff, (when they bill their clients). They work, they get paid. Life goes on.

Even contingency fee cases also follow a predictable pattern. Since most cases settle most of the time, the attorney knows that he’s only a matter of months or perhaps a year or two away from getting paid.

Not so with marketing. With marketing, you don’t know what will happen. You don’t know if you will get any results out of it, or when.

In fact, the best strategies, like building relationships with the right people, take lots of time, and there is no guarantee that you will get anything out of it.

Of course lawyers don’t like uncertainty. They don’t want to waste their precious time. They don’t like to delay gratification.

What’s the solution?

The law of averages. Write enough blog posts, network with enough people, do enough advertising, or whatever, and while some things won’t work, others will. Some will have a small payoff, some will be a bonanza.

Do enough marketing, do it long enough, and your practice will grow.

But you have to know this in advance to be willing to invest time in marketing.

When you know this, everything changes. You see marketing not as something you have to force yourself to do but something you look forward to doing because you know what’s coming.

When marketing is no longer an extra appendage but a fully integrated part of your daily work flow, you will never again ask, “Where do I find the time?” You might ask, however, “Where do I spend all this money?”

For a simple lawyer marketing plan that really works, get this

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Why I didn’t earn millions of dollar per year in my law career

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By most people’s standards, I had a successful law career. I helped a lot of people and earned a lot of money. Looking back, however, I realize that I didn’t help as many people as I could, or earn as much as I could.

One reason is that I didn’t want to work that hard. I wanted free time to spend with my family and do other things. I didn’t want to work all day every day and burn out (or die) at an early age.

But there may have been a way to earn a lot more without sacrificing quality of life. In fact, doing this one thing may have made my life more interesting and gratifying.

An article in Forbes has the answer. “According to multiple, peer-reviewed studies, simply being in an open network instead of a closed one is the best predictor of career success,” the article says.

An open network is where “you are the link between people from different clusters”. A closed network, on the other hand, is where “you are connected to people who already know each other.”

In other words, the best predictor of career success is continually meeting new people, outside of your usual haunts. Most people, myself included, associate primarily with people they already know.

I’d much rather spend time with people I know, in familiar surroundings, doing things I am comfortable doing. The big boys, it seems, regularly get out of their comfort zone and “go hunting” in unfamiliar territory.

One of the studies showed that “half of the predicted difference in career success (i.e., promotion, compensation, industry recognition) is due to this one variable.”

Oh my.

Practically speaking, an open network means getting away from your regular bar association and chamber of commerce meetings, at least periodically, and attending other functions, even if they seem to be wholly unrelated to your current career path.

In his early life, Steve Jobs pursued many diverse interests that had nothing to do with business. Those experiences, and the people he met in exploring them, not only helped mold his creative eye, they introduced him to opportunities he was later able to capitalize on in his career.

In view of this, if I was building my law career today, I would spend more time pursuing things that fascinated me and meeting people who share my interests. I would be a kid again, exploring the world and all it had to offer, something Jobs did throughout his life.

Want more referrals but don’t want to ask for them? Here’s the solution

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What is the secret to your success?

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One day, a young lawyer just starting their career will contact you and ask for your advice. They’ll ask, “What is the your secret to your success?”

How will you respond?

Will you attribute it to hard work? Timing? The right practice area?

Is it good marketing? The right connections? Lots of experience?

A combination of several factors?

Simon Cowell may not be an attorney but I like his answer to that question. He said, “The secret of my success is that I make other people money.”

Quintessential business advice.

Note that he didn’t say things like delivering great TV shows or music or pleasing viewers and record buyers. He spoke about helping his business partners become more successful. Of course one of the ways he does this is by delivering great TV shows and music.

You might think about this as you craft your answer to the question.

You help your business clients make (or save) money. You help your consumer clients solve problems and feel safe. You help your “business partners” (i.e., other professionals, referral sources) look good to their clients and contacts.

Now matter how you answer the question, one thing is certain. The secret to your success involves helping people.

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