Legal Marketing Secrets

Make Your Clients Feel Welcome

Customer service has become a "buzz phrase" that is rarely lived up to. A study done by Connell and Associates (2004) found that 45% of all respondents felt that most companies simply do not provide good customer service. In a Harris Interactive Study 80% of respondents stated they had made the decision to never do business with a company again because of bad customer service.

It all starts with your people, their phone skills, your lobby, the entire "client experience".  Of course, your administrative staff, paralegals and associates must be on board as well.  Then ask your clients how you did...and then ASK again.  What you don't know can hurt you!

Get everyone on the same page by treating your clients like the gold they are and watch your business take off!-Cole Silver

Is There a Magic Bullet to Legal Marketing?

Whenever lawyers of any kind gather to network or chat, the first question of consequence tends to be: “How do you find your clients"?  This might also be phrased as “How do people hear about you?” or “How do you market your services?” or “How do you generate leads?”  Typically, shared responses cite “referrals,” “word of mouth” and “networking” as best bets, with “advertising” as loathsome last but (for some) necessary evils. And when new clients do come around, all agree, they may bolt without warning toward a better deal across the street. It’s a frustrating and constant game of catch-up, missed goals, back-to-the-drawing-board… perpetual boom and bust!

Yet according to Ken Lizotte, Chief Imaginative Officer, and author of a new book from McGraw Hill called "The Expert’s Edge: Become the Go-To Authority that People Turn To Every Time", there is a magic bullet.  A crisp, fun and comprehensive guide, The Expert’s Edge outlines little-known yet proven techniques that can lift attorneys and their firms to the top of the heap.

To listen to Ken's interview...click here:  Download ken_lizotte.mp3

How to Properly Manage a PR or Litigation Crisis

Richard Levick, President and CEO of Levick Strategic Communications and one of our experts in the Raindancing Expert Audio Series has just published a book entitled: "Stop the Presses...The Crisis and Litigation PR Desk Reference." 

The book is an excellent reference for those of us facing litigation and PR problems since very few of us know how to protect our brand or how to properly handle a crisis.  What's more, with communication at the speed of a click of a mouse, you've got to act fast.  This book walks us through the steps to take in not only protecting our brand, but also our most important asset...our reputation in the marketplace. 

The book can be found on Amazon at:  http://www.amazon.com/STOP-PRESSES-Crisis-Litigation-Reference/dp/0975998528/ref=sr_1_2?=UTF8&m=A15RU5S5TL8ABH&s=generic&qid=1202841269&sr=1-2

Highly recommended! -by Cole Silver

Should Your Firm Have an Ombudsman?

Charles “Biff” Maddock, principal at Altman Weil, Inc., who has worked with over 300 law firms in the U.S., Canada and the U.K. in the areas of strategy, branding, client relations, training and marketing was recently interviewed.  Biff presented the compelling reasons your law firm should identify and appoint a service ombudsman for the firm.  He noted that both Orrick and Reed Smith have implemented this idea, among others.  The ombudsman’s (or ombudswoman’s) job is to lead the service initiative, conduct client satisfaction interviews and report findings to practice group leaders and relationship partners.  The fact that this is new in law firms also helped to generate press for the firm, a free bonus.  To read Biff’s Blog  Maddock on Marketing, go to: http://marketingblog.altmanweil.com/.

To hear Biff’s enlightening interview, click here:  Download charles_maddock.mp3

Your Clients Are Worried About Recession Too!

A day doesn’t go by that we’re not reading that recession is in the air.  Law firms are laying off people, certain practice areas are suffering, and equity partner income and security is declining.  Well, before you go out and brush up on your expertise of the Bankruptcy Code, remember that most economic downturns are short, that the Fed is pumping large amounts of liquidity into the system and it’s a presidential election year.  My suggestion is to remember if you’re feeling a bit anxious, so are your clients.  Visit them and see how you can help…it will go a long way when the fear we currently have expires. --Cole Silver