Want clients to appreciate the value of the firm's services? "Make the services hard to get but easy to buy." says Trey Ryder, a law firm marketing consultant in Payson, AZ. Give the appearance of being in high demand with limited time available and let people know they are competing for a limited resource. It's called marketing with scarcity, and there's good psychology to … [Read more...] about Scarcity marketing: How playing hard to get may win you new clients
Client relations
Chicago firm discovers in-person interviews can sharply increase client service and satisfaction
A Chicago law firm goes the extra mile to ensure client satisfaction, sometimes even getting on a plane to do so. Like many firms, 37-attorney firm sends out client satisfaction surveys. But unlike most firms, it gets the responses via in-person interviews held at the clients' places of business. The visits are limited to the largest revenue-producing clients, says the … [Read more...] about Chicago firm discovers in-person interviews can sharply increase client service and satisfaction
Make sure your staff follow these 5 basic rules when dealing with clients or employees with disabilities
The Americans with Disabilities Act does not require it, but good manners do—proper etiquette toward persons with disabilities, both clients and employees. Mistakes in manners often occur in professional offices. Here are some of the more common blunders to watch for: 1 The handshake A common error is not offering to shake hands with a client or employee who has a hand … [Read more...] about Make sure your staff follow these 5 basic rules when dealing with clients or employees with disabilities
For long-term survival, watch for the downfalls that cause partner splits
A partner split is like a marital split – expensive and hard to get over. Also like a marital split, it can often be avoided by knowing the elements that cause it and taking steps not to go down those roads, says Robert Denney, a Wayne, PA, management and planning consultant for professional offices. Why do partners split? For a number of reasons, he says. But money is … [Read more...] about For long-term survival, watch for the downfalls that cause partner splits
Solutions to 3 people problems: performance, raises, and rude clients
Here are three common people-management problems and their solutions. The first two deal with managing staff; the third deals with managing clients. #1: Lousy performance People problem #1. How to address poor performance in such a way that the outcome is improvement, not firing. The obvious answer is to meet with the staffer, explain the problem, and tell how to correct … [Read more...] about Solutions to 3 people problems: performance, raises, and rude clients
Client survey hits hard on cost satisfaction
Some firms survey their clients in person. Some by phone. Some by mail. But a Missouri insurance defense firm wastes no time. It sends its evaluation form to the claims adjuster at the same time the last bill goes out. And it's appropriate timing, because most of the questions cover the company's satisfaction with the cost of the matter. The response rate is high, reports the … [Read more...] about Client survey hits hard on cost satisfaction
4 reasons your business should be on social media
When they need to make personal connections with the rest of humanity, more and more Americans are doing so via the Internet. A 2014 study by the Pew Research Center showed that 74 percent of adults who go online use a social networking site, whether it's Facebook, Twitter, Instagram or something else. "It's clear that nearly everyone makes an effort to connect some way … [Read more...] about 4 reasons your business should be on social media
The psychology of getting clients to pay
When the collections get tough, the tough start adding a bit of psychology to the billing. It can make the difference between getting paid now or getting paid later or maybe not getting paid at all, says Merra Lee Moffitt of Capture Profits, a revenue and profit building consulting company in Reading, PA. A waning economy is no time to sit at status quo with the billing, … [Read more...] about The psychology of getting clients to pay
4 ways to lose your corporate clients
Corporate clients no longer pay with an open checkbook. The economy has forced them to scrutinize their money, and as a result, they are putting great pressure on their outside firms to control costs. Along with that, they are demanding more services for the money they pay. And they are bringing a lot of work in-house. To maintain corporate clients, firms have had to … [Read more...] about 4 ways to lose your corporate clients
Standing desks—Fad or functional?
You might want to stand up for this: "Sitting is the new smoking" says a recent study on the economic impact of reduced physical inactivity and sedentary behavior. Indeed, it's well documented that we are, essentially, sitting far too much, and for far too long. The results of this have been shown to be negatively affecting our health, and waistlines. Unfortunately, studies … [Read more...] about Standing desks—Fad or functional?