Christina Burns is the Director of Client Happiness at Ruby Receptionists. Ruby’s understanding of customer service is so deep, their results so stellar, it is why this company is growing by leaps and bounds and you will only find they receive glowing reviews. Christina understands, and Ruby Receptionists lives and breathes, customer service. They have developed a Service Pyramid which is at the core of their client service. Today, Christina will teach you how to implement your own Service Pyramid to improve your clients’ experience with your law firm. Listen and learn.
Curious? What does a banana have to do with solo practitioners building their practice?
Well, I had a similar reaction some years ago in a different context. Enjoy this great marketing lesson.
I recently posted the picture of this mug on our Facebook Page. It got the most views and shares of anything I have ever posted (more than 35,000 as of this date)…and it was organic views. This speaks volumes about what lawyers are feeling when it comes to those (potential) clients who come in to their office who have done some preliminary research on their legal matter and then challenge the value of paying a lawyer for her knowledge. How do you combat someone who feels they know what you know by virtue of Google?
As I close the year 2015 and reflect back on the progress I’ve made on Rezooming my career, I need to share with you a book I’ve read several times over these past 5 years that has made a huge impact on my journey. The book is Think and Grow Rich by Napoleon Hill. It has 17 wonderful steps you can use as guideposts and suggestions to refocus your career.
If you’re a lawyer and clients give you money you must have a system in place for maintaining and properly recording all transactions related to the funds now in your possession. There are absolutely no excuses for not having a system in place. It is required. Here is a primer to help you either get started or make sure the way you are currently managing your clients’ monies entrusted to you are handled ethically.
The number of people going to the web first before asking for a recommendation from someone they trust is increasing. Once they are online searching they continue to do their research before they decide who to call. Your website may not be doing you any favors if it’s not been optimized to work properly by 2015 standards. Find out how you can improve your website before it ceases to function for you in any meaningful way.
In a perfect world having your paralegal live inside your computer would be ideal. You wouldn’t worry whether you were doing your work at your office desktop, laptop in the courthouse, or smartphone connected to wifi while jetting around the globe because you’d have access to these very important skills needed to run your office at your fingertips. You wouldn’t have to worry about the time of day, whether or not your paralegal is on vacation, out to lunch or home sick. He’d be right with you living in your computer.
Well, the world just got a little more perfect
We all want to be champions: the best of the best, a warrior who has defeated all challengers. But that’s not really possible. What we really need are people who will champion us to others.
Do you understand the financial power of building lawyer networks for referrals? Do you understand the importance of being a traffic hub for business, even legal matters you don’t handle? Do you know how to talk with other professionals to garner referrals? Referrals for many lawyers are their lifeblood, a way to keep the pipeline filled with clients to serve. Jared and I discuss the importance of referrals in this guest lecture and we’d love for you to listen and learn.
Many lawyers don’t understand why they are perceived as better (or worse) than the next lawyer, what their true value is to the client and why they are (or are not) worth their fee. And if they don’t know, how are potential clients to know? And when clients don’t know why a lawyer is worth their fee, they will shop on price. Period.