What your veterinarian can teach you about marketing legal services

November 13, 2012 by
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A couple of weeks ago, our cat had a thorn stuck in his paw and was limping. We took Seamus to a new vet, someone we’ve never visited before. She removed the thorn and gave us antibiotics for the infection. She called a few days later (personally) to ask how Seamus was doing. (He’s fine.)

Did the vet call to protect herself against possible liability? I’m sure that’s part of it. Would she have called if we had come in for a check-up and nothing was wrong? I don’t know. What I do know is that getting that call meant a lot to us.

When your clients leave your office, do you call to find out if they’re okay? You should.

See how they’re doing. See if they have any questions. See if there’s anything else you can do for them. And while you’re at it, thank them again for choosing you as their attorney.

Do this yourself if possible. At the very least, have someone from your office call. It only takes a minute and yes, you can leave a voice mail.

If you want to convert a first time client to a lifetime client, you need to get the little things right. In a professional practice, the little things are the big things.

Marketing legal services is simple, if you know The Formula.

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Filed Under: Client loyalty, Client relations, Law office management, Marketing legal services Tagged With:

The simplest way to get things done when you have too much to do

November 9, 2012 by
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In yesterday’s post, I told you how I was able to organize my work flow and do a better job of following up with prospective clients. Today I want to talk about what to do when you find yourself not following up on your tasks and projects.

Actually, there are a lot of things you could do to improve your “completion ratio.” The simplest strategy, however, is to take on only one thing at a time.

One goal. One project. One task.

Start. Finish. Next.

It’s easy to get overwhelmed when there are too many things on your plate. It’s a lot easier when you only have one.

When you focus on just “one thing,” you aren’t distracted by everything else. You’re better able to complete that task or achieve the goal when it’s the only one in front of you.

Of course you will still have many tasks and projects on your list and many will need to be done today or this week. That will never change. You’ve got five files you need to work up, two hearings to prepare for, and three documents to draft. But while they all need to get done, they don’t need to get done simultaneously.

Do one thing at a time. Finish it. Or take it as far as you can right now and then move it out of the way. Now, what’s next?

I remember a time when I got way behind in my work. I had several stacks of files on my desk and I wasn’t working on any of them. There must have been 40 files and I didn’t know where to start. I had put off working on them for so long I think I was afraid of what I might find. Deadlines missed, responses long overdue, problems I had ignored and made worse.

I was overwhelmed and feeling sorry for myself. If I had a blanket in the office, I probably would have crawled under it.

My wife was in the office that day and offered to help. Not with work itself but to help me get through it. She sat across the desk from me and asked me what I needed to do with the file on the top of one of the stacks. I opened it and could quickly see what to do. It wasn’t so bad. I either did it on the spot or made notes for myself or my secretary.

“Great, what about the next file?” my wife asked.

And so it went. In about two hours, I had gone through all of the files on my desk. My wife sat with me the entire time. My Consigliori.
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When I was done, I still had files I needed to work on but I had a handle on it. I had notes about what to do, I knew which ones I needed to work on first, and I was able to move forward. There weren’t any major problems.

How do you eat an elephant? One bite at a time. How do you get more work done? One file at a time.

If you don’t know what to do next, I suggest you read The Attorney Marketing Formula.

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Filed Under: Law office management, Personal development, Productivity

Why good attorneys achieve mediocre results

October 29, 2012 by
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An expert, addressing a group of lawyers starting their own practice, offered this advice:

“Your goal, if you expect to have lots of happy clients and turn a sweet profit, is efficiency. That means creating systems, for instance, that eliminate double and triple entry of information—client information, case information, conflicts information—and looking for systems that save you time and reduce paper and administrivia [sic].”

I agree that efficiency is important. You should use systems and tools that eliminate redundancy and waste and allow you to maximize your time and effort. I credit much of my success to developing these systems and using the right tools. But while efficiency is important, effectiveness is far more so.

Efficiency means “doing things right”. Effectiveness means “doing the right things”. The difference is crucial.

You can be inefficient (i.e., sloppy, slow, distracted, riddled with mistakes, etc.) and amazingly successful in your career, if you are doing the right things. I know people who waste a lot of time and money and don’t get a lot of things done but are at the top of their field because they get the important things done.

I know others who are very efficient but achieve no better than mediocre results in their careers because they are efficient at the wrong things.

It’s far more important to choose the right practice area, for example, than to have the latest software. You’ll earn more by focusing on marketing instead of accounting. Your amazing library isn’t nearly as valuable as your amazing client relations practices.

Many attorneys achieve mediocre results because they major in minor things. They master the details but forget the big picture. They’re climbing the ladder of success, only to find that the ladder is leaning against the wrong wall.

Yes, you want to be good at what you do. Just make sure that you’re doing the right things.

If you want to be effective AND efficient, get The Attorney Marketing Formula.

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Filed Under: Increase your income, Law office management, Productivity, Time Management Tagged With: ,

What Apple’s new iPad Mini can teach lawyers about pricing legal services

October 24, 2012 by
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So everyone is buzzing about Apple’s new iPad Mini. Comments abound about the features, or lack thereof, but the number one topic of discussion is price.

Many predicted (hoped?) Apple would price the Mini in line with what Amazon, Barnes & Noble, and Google are pricing their tablets, in the neighborhood of $199-$249. They said that in so doing, Apple would crush the competition and own the small tablet market. Instead, the lowest priced Mini is offered at $329.

Many observers are questioning Apple’s strategy. How can they compete with tablets priced so much lower?

The answer is they’re not even trying.

Avi Greengart, research director for consumer devices at Current Analysis, told The Verge, “I think what Apple has done here is create a new category of premium small tablet.” The writer Greengart spoke to summed up Apple’s strategy thusly: “[I]t appears Apple is simply opting out of the low end of the market altogether, much like it’s done with personal computers.”

Greengart continues: “I don’t think this puts Amazon, Barnes & Noble, or Google out of business, but it means that those three — and anyone else entering that market segment — are all competing against each other for the budget consumer.” [emphasis added]

Apple is letting everyone else compete for the low end of the market while it offers a premium product to the smaller but more profitable segment of the market that is willing to pay a premium price.

This is exactly what lawyers should do.

Most lawyers offer the same services at the same prices to the same prospects. Everyone looks the same and says the same things. Nobody stands out. Everyone is average. And so the average lawyer gets average results from their marketing and earns only average income.

The better strategy is to offer higher quality services to those who are willing to pay for them.

Marketing is easier because you have something better to offer. Marketing is less expensive because you’re not trying to deliver your message to everyone. Other lawyers can’t compete with you because they don’t offer what you offer. And your income is higher because your clients are paying more.

You may not have Apple’s resources or “sex appeal” but you can follow the same strategy they do. Let other lawyers fight over the masses while you offer a better “product” to a smaller, more profitable segment of the market.

Most lawyers will never do this. They won’t offer premium services and, frankly, don’t even know what that means. That makes it so much easier for you.

How does Apple compete with Google? It doesn’t. How do you compete with other attorneys? You don’t.

The Attorney Marketing Formula shows you how to offer premium services and get premium fees.

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Filed Under: Fees and Billing, Image, Increase your income, Law office management, Marketing legal services Tagged With: , , , ,

More ways to use Google Alerts to grow your practice

October 17, 2012 by
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I’ve written before about using Google Alerts to spy on your competition and to find out what others are saying about you and your clients. Every day I get an email alert with links to articles and posts that mention my name and the key words I target in my marketing. I get to see what others are saying about me or my market and get ideas for articles.

I just found out that when it comes to Google Alerts, I’m a piker.

This excellent post provides a roundup of different ways the author uses alerts to leverage his brand (his name and business), authority, traffic and sales. Thanks to this, I see so much more I can do.

For example, although I have an alert for my name, I never considered adding one with variations of my name. The same goes for my web sites. I could be missing mentions that don’t get the name just right, but I will now.

I also like his suggestion for monitoring questions in your niche. “You can monitor your niche for a range of question based terms and then jump in and provide an expert answer with a link back to your site,” he says.

An estate planning attorney could create alerts for “Why * living trust”, “How * avoid probate”, or “Does * avoid estate taxes”, for example. The author says, “Every time I create a new piece of content that answers questions about a certain topic I setup corresponding alerts so I can direct people to the answer.”

Nice.

The author has suggestions for using alerts to monitor mentions about your content, finding new guest post and link building opportunities, monitoring your site’s security. and discovering new niches.

The author challenges you to be creative in how you use alerts. Okay, here’s an idea: let’s say our estate planning attorney would like to network with CPA’s who represent small businesses in his or her local market. Our estate planner could create an alert that notifies them when a CPA in their market posts new content with appropriate key words. Our estate planner could then contact the CPA to compliment them, promote their content, and invite them to lunch.

I like that you don’t have to be tech savvy to use google alerts, nor do you have to let them overwhelm you. You can set up alerts for daily or weekly notification, and have those results delivered via email, RSS.

Check out The Ninjas Guide to Google Alerts and tell me how you use (or plan to use) Google Alerts in your practice.

Here’s an alert for you: The Attorney Marketing Formula shows you how to get more clients and increase your income.

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Filed Under: Law office management, Marketing legal services, Technology Tagged With: ,

Get into flow and get more done by grouping your activities

October 16, 2012 by
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A friend of mine was making follow-up sales calls to prospective clients he’d spoken to previously. He commented that the mindset for making follow-up calls is different from the mindset of first calls and the two activities should be done at different times.

I agree. Don’t edit when you write and don’t write when you edit. Two different activities, two different mindsets.

My friend cold calls. When he makes a first call, he is prospecting. He moves quickly through large lists. He is sorting, looking for someone who will take his call and agree to look at some information. His focus is on the mechanical act of dialing rather than the quality of any one conversation. He knows that if he makes a certain number of dials, he will get a certain number of leads.

Follow-up calls are different. When he calls someone who agreed to look at some information, my friend is in sales mode. He engages the prospect. He asks questions to find out their hot buttons. When he knows what they want, he can show them how his service can help them get it. My friend answers questions and responds to objections. He moves the prospect forward to the next step, using finesse and skill.

It is important to my friend that he separates first calls from follow-ups because the mindset, energy, and rhythm are so different. When he’s prospecting and banging out calls, the last thing he wants to do is slow down and change gears into sales mode. It’s better to keep dialing and racking up leads and make follow-up calls later, after a break.

This is good advice for any activity. Do your work in bunches. Finish one bunch before moving onto another.

See new clients during a two hour block of time rather than spaced out throughout the day. Make all your calls to adjusters back to back. Review three files in a row.

When you get into the rhythm and feel of an activity, stay in it as long as you can. When you’re in a groove, you’ll get more done. Time will pass more quickly. You’ll get better results.

Psychologists refer to this as “flow“. One of the hallmarks of being in a state of flow is joy. It comes from being fully immersed in an activity and focusing on that and nothing else.

Joy is the catalyst to growth. The more my friend is on the phone, the better he gets at what he does (he just reported going seven for seven on first calls), and the joy he feels makes him want to do more.

When you find the joy in what you’re doing, success is imminent. You don’t need a psychologist to explain it:

The more you do of something, the better you get. The better you get, the better your results. The better your results, the more you enjoy it. The more you enjoy it, the more you want to do it. And the more you do it, the better you get.

Get better at marketing. Get The Attorney Marketing Formula.

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Filed Under: Career satisfaction, Law office management, Leverage, Marketing legal services, Personal development, Productivity

What do you do when you f****d up?

October 15, 2012 by
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The other day an attorney asked me, “What do you say to your client when he says “you f***d up and I’m not going to pay you?”

I told him that if he did do something wrong, the answer is easy: admit it, fix it, and be prepared to offer a refund.

Don’t blame others for your mistake. Be honest about what you did or didn’t do. Your client will understand and respect you for admitting it. Then, do whatever you have to do to fix the problem.

The good news is that when you do the right thing after making a mistake, when you fix things to your client’s satisfaction, they often feel a stronger allegiance to you. You didn’t try to hide it, you took responsibility and respected them enough to admit your mistake. And, of course, you fixed the problem.

Even if the problem cannot be fixed, if you bite the bullet and offer to pay compensation, most of the time you can save the relationship. So when you mess up, see it not so much as a problem but an opportunity.

Of course the next thing you need to do is to figure out why you made the mistake and make sure it doesn’t happen again. Ask yourself some questions:

  • Are you taking on too much work?
  • Are you taking on work outside your core competencies?
  • Are you promising too much or too soon?
  • Would a checklist help?
  • Could you get someone to help you?
  • Are you allowing enough time to review your work before the deadline?

The most successful people in the world often attribute their success to having made more mistakes than anyone else. They learned from those mistakes and got better at what they do. Don’t be afraid to make mistakes or admit to them. Use them to get better.

But we’re not done with the subject.

What do you do when a client blames you and accuses you of making a mistake you did not make? Clients often blame their lawyer when they don’t get the results they want. Do you have to take the hit?

Not at all. When you aren’t at fault, stand firm. Show the client that you did everything you were supposed to do, everything you could do, and that whatever happened was the result of something outside of your control. If the facts are on your side, and you handle things firmly and respectfully, in time, most clients will see the light. Often, they will apologize.

But we’re still not done.

You will have far fewer unhappy and ready-to-blame-you clients by managing your clients’ expectations at the beginning of the case, rather than trying to explain things at the end. Clients need to acknowledge, before you take their money, that:

  • You don’t promise results of any kind (other than best efforts)
  • They understand the risks and contingencies you have spelled out for them
  • They have declined certain options or a course of conduct you have recommended
  • They know what you will do for them and also what you will not do

You can’t be so heavy handed about this that you scare the client off, but you do need to make sure the client understands, from the beginning, what to expect of you and their case. Then, if something goes wrong, it will be clear that you are not the one to blame.

Get more clients and increase your income. Read The Attorney Marketing Formula.

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Filed Under: Client loyalty, Client relations, Law office management, Personal development

If my cat managed your law firm

October 10, 2012 by
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They say that dogs think of you as a member of their family and cats think of you as their employee. Our Tuxedo cat, Seamus, agrees. (He told me to keep this post short and get my ass back to work.)

Anyway, if Seamus was managing your law firm, I imagine he would tell you not to sweat the details. “Take care of the basics,” he would say, “and everything will be fine.”

For Seamus, the basics (that we are required to supply) are food and water, a clean litter box, and some play time. He takes care of grooming, sleeping, and staring out the window. If the basics are taken care of, Seamus is happy, although he has put in a request for more of that laser light thingie.

What are the basics in managing a law firm? Well, you need clients so marketing would have to be at the top of the list. You need some staff to help you because doing everything yourself is not a smart use of your time. And you need some tools: a computer, phone, and access to a library. Of course I am assuming you have the knowledge and skills to take these resources and put them to work for you.

Seamus says humans spend too much time fussing with little things. You don’t have to read everything, know everything, or do everything. Just cover the basics. Time management? That’s for sissies, he says. There’s plenty of time for the important things, as long as you cover the basics.

You can run a multi-million dollar practice with only the basics. And still have time to play with your cat.

Seamus says you need clients and recommends The Attorney Marketing Formula.

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Filed Under: Inspiration, Law office management, Marketing legal services Tagged With:

What to do when the yogurt hits the fan

October 9, 2012 by
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Something in Seth Godin’s post today caught my eye. He said, “Most things that go wrong, go wrong slowly.” That’s true, isn’t it? If you’re having challenges in your law practice, they usually take time to develop.

If you’re income is going down, it probably hasn’t happened all of a sudden. It’s probably been happening for months, maybe years. The good news is that because it happens slowly, there’s time to fix it.

When you are experiencing a downward cycle, Seth says the wrong thing to do is rationalize it and ride it out. Or, in the case of declining income, think that cutting costs is the only thing you can do.

The right way to deal with a downward cycle, he says, is learn to recognize it and replace it with an upward cycle. “Understand what triggers [a downward cycle] and then learn to use that trigger to initiate a different cycle,” he says.

So if your income has been declining, instead of waiting for the economy to improve, you have to do something to bring in more income.

But what?

Start by asking yourself some questions:

  • What did I do, or fail to do, that contributed to this situation? How can I change this?
  • What have I done before to turn things around?
  • What are other lawyers doing that’s working?
  • What do I need to learn?
  • What bad habits do I need to eradicate?
  • Who can help me? (Start with categories, i.e., CPA, marketing expert, banker, then look for candidates)
  • What do I need to do more of?
  • What do I need to get better at?

If I were coaching you, among other things, I would tell you to look at where most of your income is coming from now, or has in the past (practice area, referral sources, marketing methods, etc.) and expand this. Leverage your strengths. Do what has worked before.

And focus on what you can do, not on what you can’t do. You can’t change the economy, but you can make some calls.

If you want to learn how to earn more than you ever thought possible even if you’re in a downward cycle, download The Attorney Marketing Formula.

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Filed Under: Increase your income, Law office management, Leverage, Marketing legal services, Personal development Tagged With: ,

If Donald Trump managed your law firm

October 8, 2012 by
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The Donald knows a thing or two about making money. I’m guessing you wouldn’t mind getting some advice from him about ways you could grow your practice and increase your income. What could you do better? What should you do more of? What should you get rid of?

I’m guessing Mr. Trump isn’t available for consultation, but you and he can have a virtual conversation.

Imagine Donald Trump spending the day with you and your staff and examining what you do. Picture him with sitting in your office with his wild hair, firing questions at you. What would he ask? Take some time to think about this. His questions alone would be invaluable, wouldn’t they?

What would he want to know about your “operation”? What do you think he might say in response?

If you’ve read his books or seen him interviewed, or you’ve watched him on The Apprentice, you might have a few insights into the way he thinks. You know he thinks big picture and long term. He doesn’t rush into things. At the same time, he doesn’t let grass grow under his feet. He’s constantly moving, like a shark, looking for an opportunity, and when he finds it he’s ready to pounce.

He turns down most deals because most deals don’t pencil out. But he doesn’t need a lot of deals to be successful. One or two can earn him tens of millions.

He doesn’t get attached to a deal. If he can’t get something on his terms, he walks. But because he does his homework and because he is The Donald, he usually gets what he wants.

Mr. Trump may not know anything about practicing law and that’s probably a good thing. He won’t be hindered by traditional thinking. He knows how to recognize value and how to create it, and I’ll bet he could quickly size up your practice and tell you what to do.

What would he advise you to do?

In your mind, you can have a conversation with Donald Trump. Or with anyone else, living or dead. You could ask Abraham Lincoln or Albert Einstein for advice. I’ve talked to both men when I’ve been faced with difficult decisions. I imagined them in as much detail as I could and I heard them speak. Lincoln with his high, squeaky voice, Einstein with his heavy German accent. I asked them questions and listened to what they told me.

Steve Allen used to have a TV show, Meeting of Minds,a talk show of sorts where actors portraying prominent figures from history gathered around a table to discuss important issues. Cleopatra might be sitting next to Attila the Hun, Plato, and Frederick Douglass. Viewers got “first hand” depictions of history and insights into how to make better decisions for the future.

Having an imaginary conversation with Charles Darwin or Thomas Jefferson may seem weird, but unlike a scripted TV show, what they tell you in that conversation is, of course, really coming from you.

Am I saying you already know everything you need to know to solve your problems or achieve your goals? Of course not. But you probably know enough to ask some really good questions.

If you want to have a virtual conversation with me about marketing, get The Attorney Marketing Formula. You’ll get some great questions and even greater answers.

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Filed Under: Law office management, Marketing legal services Tagged With:
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