You are not having problems with getting the work. But you ARE having problems getting the talent to help you produce that work, service these clients. It’s not an uncommon dilemma. Post-pandemic it’s become an employee-centric market meaning those who are out looking for the jobs have all the power. How do you hire in this environment? How do you get the quality talent? What do you have to offer to get the good people to help your practice grow. Listen and learn.
The acronym KPI (Key Performance Indicators) often strikes terror in the uninitiated lawyer. However, they are not only nothing to fear but a simple documentable measure you should embrace. KPIs are simply measurements of performance and they can measure anything you are doing; how many clients you close from leads, your collection rate, the number of cases you handle per month, etc. Once you understand you have all these measurable activities already available to you through the tools you use in your practice today (like your case management software) and actually start using them, your practice will only become more efficient and be more profitable. Put your fear aside, listen and learn.
Are you doing what it takes to cultivate a loyal, happy customer base?
75% of businesses believe they go the extra mile for the people they serve—but only 30% of consumers agree. That divide can hurt your reputation, alienate your customers, and most importantly, have a very real impact on your bottom line.
Level up your service with these quick tips from Ruby!
It’s no secret that lawyers are busy people. Writing briefs, communicating with clients, generating leads, conducting research, preparing for deposition, marketing services—an attorney’s list of tasks goes on and on. It’s no wonder 74% of US law firms feel as though they’re spending too much time on administrative tasks, as opposed to practicing law.
That’s where legal outsourcing comes in. What is legal outsourcing, and why should you consider it? Learn more!
George Washington had wooden teeth.
Humans only use 10% of our brains.
The customer is always right.
Myths and misconceptions are a part of life. And while some are harmless or easily debunked—no mother will mind if you step on that crack—others can get in the way of running your business.
Nowhere is this truer than in customer service.
Countless organizations let assumptions and falsehoods guide how they communicate with the people they serve. Why? Because myths have power. They’re emotionally charged. They’re convenient. And, more often than not, someone has something to gain when you believe them.
So, let’s shine a light on the truth, shall we?
Get your customer service facts straight—with a little help from Ruby.
In today’s omnichannel world, you might think inbound phone calls are a thing of the past. We’ve all heard about how millennials and members of Generation Z hate picking up their phones. Or how the ongoing robocall epidemic has damaged trust in business telecommunications overall. Surely, by now, most customers would prefer to send an email, fill out an online form, or contact a company via social media—right?
Wrong. In fact, calls today are more important and valuable than ever. Read on!
Ruby’s 2022 call trends report is filled with valuable information gathered from over 25 million calls—providing you with the insights you need to streamline client communication and become more profitable. Take a look!
The legal industry is constantly changing. And the best ways to attract new clients while retaining the ones you already have? Those are changing too. Stay up-to-date with strategies designed to grow your business in Ruby’s “Practice perfect” ebook!
What a business offers is just as important as how it’s delivered. And it’s not just about satisfaction or sales. Exceptional customer service has amazing rebound effects, ranging from referrals, to repeat business. This makes customer service one of the most important factors for business growth. Because customer service is so important, it’s equally important to do it right. Here are 5 tips that small business owners can implement today to ensure they’re maximizing their customer service.