January 8th, 2014
Every member of a law firm team plays a significant role in the business’ success… at least they should. But there is one position that is most important, and that is the one that handles new client phone calls and emails. I say this for 2 reasons. First, every piece of revenue comes through this person. If they aren’t doing a good job, it’s costing your firm revenue. Second, the way this person interacts with a potential client is the first impression that prospect gets of how they can expect to be treated by your firm. And regardless of how impressive an attorney’s track record of success may be, it’s very difficult to convert a client who doesn’t feel welcome.
Below are some recommendations for hiring and keeping the best client intake personnel, as well as continually improving this key component of success:
- Pay them well. I once worked with a firm that generated roughly $1M in new client revenue each year. They had one intake person and paid her less than $20,000 annually. That’s a bad recipe.
- Regularly emphasize to your intake person how important his or her job is to firm’s success. Everyone does a better job when they feel important and valued.
- Secret shop your intake personnel, and analyze the call recordings to ensure the highest levels of quality and service are being attained.
- Expect consistent improvement. Regardless of how experienced and proficient your intake person is, there is always room for improvement. Make regular training to enhance skills a priority, and convey the message that everyone at the firm, including partners, are expected to improve their job performance.
- Don’t overload them. When your phone rings with a new client, your intake personnel needs to be on their game. It’s very hard for even the best employee to switch gears from a huge stack of work to effectively communicating with a prospect.
- Provide an incentive. Law firm staff is very perceptive when it comes to what certain cases are worth to the firm. If an intake person does a nice job on a case that pays well, give that person a bonus. It doesn’t have to be much. Sometimes a couple hundred dollars that’s unexpected can make a huge impact.
There are many law firms spending tens of thousands of dollars each year on client development, but paying no attention to the most important link in the client conversion chain. Avoid that mistake by paying close attention to who is doing client intake, and how well they are doing it.
March 9th, 2013
There are an endless number of companies offering search engine optimization (SEO) services to law firms today. All make big promises of first page Google rankings, along with “risk free” money-back guarantees, exclusivity, superior ROI, and many other offers, all designed to entice you to spend your marketing dollars with them.
So how do you choose which SEO company to work with?
The answer is “very carefully.” Below are 6 questions that should be asked of any company offering to provide your law firm with SEO services. Of course, these aren’t the only questions that should be asked… but they are the critical ones.
1. In 10 seconds or less, please tell me the 3 most important things that must be done to achieve strong organic search engine rankings.
2. What does your company specifically do for those 3 things?
3. Are all of the people that will be working on my campaign employees of your company?
4. What are the exact search phrases that you will be targeting, and that I can expect to rank for?
5. How long will it take for my website to rank on the first page of Google for at least 50% of the search phrases in #4?
6. Please show me successful results for other law firms that you’ve been working with for at least 6 months… in the same practice area as ours, and in similar-sized markets.
The answers to these questions are very important. However, how well the questions are answered is equally as important. In other words, if the company pitching you isn’t able or prepared to answer these questions, proceed with caution.
February 24th, 2013
There are so many positives that come from doing charitable work. Because of this, I’m a strong advocate of having my law firm clients participate in at least one community service project each year.
Below are 4 ways charitable work can positively impact a law firm. But please keep one overriding thought as you read them:
The reason to participate in charitable work is because it’s the right thing to do. None of the below would be worthwhile if you weren’t helping others.
First, your charitable work matters to clients. Large companies know this, which is why we often see charitable donations made during halftimes of highly watched sporting events. Law firms also need differentiators to win the best clients. It’s likely there are local firms with equally as impressive experience, education and fee structures as yours. Charitable work gives you the opportunity to show that there are things that matter to your attorneys and staff outside of making money. Furthermore, if a decision maker for a potential client is involved with a certain charity (e.g. American Cancer Society), and sees that you are too, your firm naturally has a much better chance of earning their business.
Second, it strengthens the relationships between a law firm’s lawyers and staff. I’ve even seen two employees of a firm that didn’t get along repair a relationship after being teamed at a community service project. Well-chosen events also bring employees’ spouses and children together for a really great cause. It sends everyone home feeling good not only about the contribution they made, but also about the place they (or their spouse or parent) work. This is an often underestimated benefit of charitable work, and goes a long way toward building a really great workplace… and earning the support of family members who tolerate the long hours and stress that are part of a successful law practice. Read More »
January 28th, 2013
I’ve been fortunate to participate in hundreds of meetings with attorneys over a good number of years. I’ve heard and seen some interesting things… and even a few shocking ones. But there is one meeting that sticks out among almost all others. It’s the day a lawyer asked me what I’ve since considered the most powerful question in business, which is–
“What haven’t I asked that I should?”
Like most great questions, the answer isn’t that important. It’s the impact the question has on the recipient that matters most.
First, it pays a compliment to the person receiving it. It basically says, “You know this stuff better than I do, and I believe you have more information that would help me make the right decision.” Everybody likes to feel that their opinion matters. And in a negotiation or business relationship, you bet making people feel important is important.
Second, it tells the recipient that the person asking the question is a “real deal” business person, and immediately builds respect for the questioner. I was about 8 years into a very fast-paced and challenging sales job, and thought I had a quality answer for just about any question. But this one stopped me cold. The first thing I said was, “That’s a really great question that I’ve never gotten.” And I meant it. Plus the level of respect I had for that attorney as a businessman rose significantly. Read More »
January 7th, 2013
Marketing is one of the few areas of business where there are truly an infinite number of approaches. Whether your firm generates new clients via the Internet, TV, yellow pages, billboards, or radio, you have tons of choices regarding messaging, imagery, slogans, and all the other things that get potential clients interested in working with you.
One of the most common statements I’ve heard over the years (and I’ve termed it “The Death of Good Marketing”) is:
“If I were a client, that wouldn’t appeal to me.”
Some of you already see this coming, but you’re not the client! In fact, in many cases, you couldn’t be more different than the people or businesses you represent. Let’s prove it…
If you’re a DUI defense attorney, do you routinely drink way too much alcohol and get behind the wheel?
If you’re a business litigator, how many times have you entered into a commercial venture with someone you know very little about?
If you’re an employment lawyer, when is the last time you email-blasted a joke to everyone in the office with a naked picture in it? (Okay, maybe that’s a bad example.)
The reality is that you should never put something on your website or other marketing that you’re uncomfortable with, or that doesn’t advance the image you wish to promote for your firm. However, there may be times when there are options that are all acceptable by those standards, but they may just not resonate with you. Don’t discount those options because they don’t work for you personally. Your clients are much different than you, and a variety of approaches may give your firm more opportunities to generate business from those that see the world differently, but whose dollars spend exactly the same.