Your turbocharged office should NOT be solely turbocharged with technology

Within reason, your

turbocharged office should have,

at a minimum, these components….

However, your most important piece

of hardware, your head,

should be the driving force

behind your law practice.

KEEP YOUR EYES ON THE PRIZE

• Know the sources from where your clients originate

• Know WHY your clients hire you

• Review your inventory (i.e. time)

• Know the sources of your income

• Know what you’re spending

• Concentrate on client service

WHY POMODORO?

All businesses need systems, what are yours and have you developed

them.

There are things in your business you should be doing, and know you should do but you put them

off last.

Do these first!

The Time Map: Use your Calendar

Control your e-mail flood.

•

• O. only

• H. handle

• I. it

• O. once

• Paper or email:– Do– Delegate– Dump

What are your key metrics?

Write down

Track

Measure

Know how you get new clients

Know how much you want to make

Know your “Nut”

“If you think you’re to small to be effective, you’ve never been alone in a

dark room with a mosquito”

WHAT DO YOU SEE?

AND NOW WHAT DO YOU SEE?

SETH GODIN DEFINES THE PURPLE COW AS “…ANYTHING PHENOMINAL,

COUNTERINTUITIVE, EXCITING…REMARKABLE.”

Attention is becoming one of the scarcest resources. If you get it,

respect it and give them what they want or seek.

Let’s make you remarkable…

VALUE

THE WORTH OF SOMETHING TO

SOMEONE

HOW DO YOU IMPROVE YOUR CLIENT’S CONDITION?”

Cheat

How Do Lawyers Cheat?

• Spend extra “off the clock” time with a client if necessary

• Make unsolicited phone calls – be proactive!• Send handwritten birthday cards to our clients, past

and present• Send holiday cards for off-holidays• Have closing-case “exit interviews”• Practice electronically, meaning every document is

available to both us and our clients at a moment’s notice

(Yes, that’s cheating)

Homework – If You Haven’t Already Done

This

Compile the email addresses of 20% of your clients and/or referral sources that absolutely love what you do. What can

you do for them that will make them feel special?

You’ll never develop clients sitting behind your desk.

Potential Clients because their needs and priorities fall in your legal sweet spot.

Referral Resources: People who respect you enough to be willing to open doors for you, as well as knowing others’ needs and what it takes to address them

Centers of Influence: Well-connected, high-torque people who can make things happen

Connectors: Those social extroverts who delight in bringing like-minded people together

Leverage your networking activities

Follow-up and Consistency are the cornerstone of a strong

business

FIRST STEP: ACCEPT ONLY YOUR IDEAL CLIENT?

• To Find Your ideal client:

– Will pay you a fair rate for your work.

– Will respect your time.

– Respects Your Opinion.

– Maybe, even loyal.

First Impressions…

• Treat a prospective client like gold!• Pour on some good old fashioned

Southern hospitality• Make them feel welcome and

important – and make sure they leave feeling like they have made the right choice!

Make it all about your client

• It is their issue – stay sensitive yet professional

• Remember, you hear it all the time…this is their tragedy

• They need to know you care…

Look at a situation in 3 ways: Your way, their way and as an observer looking at

both.

The Key to Client Satisfaction

AskListen

Act

You don’t need to take every potential client that walks in your door

Learn to Say “No”

• Just because they have the ability to pay does not mean you MUST take their money

• Just because they say they want you, and only you, as their lawyer, does not mean you MUST take them as a client

• 20% of your clients will give you 80% of your headaches

Time to Re-Learn the “A, B, C’s”

Get Happy – Fire Some Clients

Don’t spend hours on no or low-profit clients if that time can be spent on higher-profit matters

Remember your 80/20 Rule!

THOU SHALL TRACK TIME

EVEN CONTINGENT and FLAT FEES

Flat Fees and Law Firm EconomicsWhat Do You Measure?

Exam historical data• Billing data• Collections history• Number of flat fee cases• Cost per flat fee matter• Revenue per flat fee

matter• Practice areas used

Track and Report on Goals

Getting a Client to Pay…

– Do not be shy about discussing fees– Do not reduce your price– Do not devalue your service– Make certain the client understands your

policy– Pre-determine the appropriate retainer and

collect it

Set the Rules

Billing early, often and strategic =

Billing late and infrequently =

Cash Flow

Create “Raving Fans”

“Clients are only satisfied because their expectations are so low and because no one else is doing it better. Just having satisfied clients isn’t good enough anymore. If you really want a booming business, you have to create raving fans.”

BE PROACTIVEDON’T•Fail to return phone calls•Sound disinterested when speaking with a client•Fall behind in casework•Neglect your staff. Keep them informed of your activities•Overpromise

DO•Call clients in a timely manner•Keep your case lists, budget and business plan up to date•Praise your staff for a job well done•Treat each client as if they are your biggest referral source•Overperform

SAY GOODBYE WITH AFFECTION

– END OF ENGANGEMENT LETTER– BUT, A MARKETING LETTER

Let Me Google That!

You can find Peggy Gruenke on the Internet

Let Me Google That!

You can find Alan Klevan on the Internet