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SECTION J - THE OFFICE AND OFFICE PROCEDURES AS A FACTOR IN KEEPING CLIENTS |
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Your office location, address, firm name, furnishings and decoration, introducing staff, handling calls from new clients, telephone image, mining closed files setting, marketing staff, small town practice, voice mails, returning calls, reception personnel and other procedures as important factors in getting or losing clients. . See table of contents. (Includes chapters J1 - J21)
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J-1 YOUR STREET ADDRESS, YOUR PORT OFFICE, YOUR BUILDING AND PUBLIC TRANSPORTATION FACILITIES AS FACTORS IN ATTRACTING BUSINESS
Your street address, your postal address and where you locate your office can affect the clients you do or don’t attract. Learn what to consider. |
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J-2 FIRM NAME AS A FACTOR IN PRACTICE DEVELOPMENT
Your firm name can and will be a factor in the clients you do or don’t attract. Learn what to consider before deciding or before changing your firm name. |
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J-3 THE PERIODICALS IN YOUR RECEPTION ROOM
Who is selecting the periodicals in your reception room? Do you understand how the periodicals affect a potential client’s opinion of you? Learn how to select periodicals. Some examples are given. |
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J-4 INTRODUCE YOUR STAFF TO THE CLIENT (PART OF OFFICE TOUR)
Learn why it is important to introduce your staff to a new client or potential client. This chapter also tells you and the staff person what to say at the introduction. |
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J-5 THE IMPORTANCE OF YOUR TELEPHONE NUMBER IN GETTING AND KEEPING CLIENTS
Learn why your telephone number is an extremely valuable asset and must be protected as part of your good will, especially for repeat work and referrals. |
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J-6 HOW TO HANDLE TELEPHONE CALLS FROM POTENTIAL OR NEW CLIENTS
Almost all new matters start with a phone call before or after an email contact. Potential clients sometimes hang up without calling back if they feel their first call is being handled badly. Teach the receptionist what to say and do when the caller says those magic words, “It’s a new case” or “I’ve been recommended to you by Mr. Smith.” |
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J-6A HOW DO YOU SOUND ON THE TELEPHONE?
Record and listen to your own voice after some calls. You may be shocked at what you hear. An 11 point check list for increasing profitability and client satisfaction is provided for the attorney and the staff. |
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J-7 AVOID LOSING A PROSPECTIVE CLIENT THROUGH BAD TELEPHONE TECHNIQUES WHEN YOU’RE NOT IN
It is extremely important that telephone calls be properly handled when you are not available. A checklist for lawyers and staff is in this chapter. |
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J-8 EXPLOIT YOUR CLOSED FILES - CLOSED FILES CAN BE A GOLD MINE OF FUTURE WORK - MINE YOUR INACTIVE FILES; SET UP 20-YEAR CALENDAR
When a matter is closed, the client will almost always require some future work relative to the matter. Lean how to project the clients future needs and turn your closed files into a gold mine waiting to be mined. Common examples are given. |
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J-9 HOLDING ON TO MINUTE BOOKS, WILLS AND OTHER CLIENT RECORDS TO GET BUSINESS
The pros and cons of holding on to client wills and business records to get future work is discussed in this chapter with issues to be considered. |
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J-10 THE IMPORTANCE OF ON-TIME COMPLETION OF WORK
On time delivery of work as promised is an extremely important factor in when a client decides whether to return or refer others. When not to allow the client to rush you and what to do when you can’t do the work timely is discussed with some explanations to be used. |
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J-11 GETTING THE KIND OF BUSINESS YOU WANT BY OFFERING “SAME- DAY” AND “NEXT-DAY” SERVICE FOR ROUTINE MATTERS
How I turned one day service on small matters into a multi million dollar practice is discussed. You might unknowingly have the same opportunity. |
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J-12 PRACTICING IN A LAW SUITE TO GET CLIENTS AND CASES BY REFERRAL FROM OTHER LAWYERS
If you are a solo or small firm, you should consider the possibility of practicing in a law suite. What to look for and what to consider are discussed in this chapter. |
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J-13 PHOTOCOPYING SETTLEMENT CHECKS AND JUDGMENTS
Settlement checks can be a powerful statement of what you can do for potential clients. Learn how to use settlement checks to attract new clients and referrals. |
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J-14 SIMPLIFIED GENERAL DESCRIPTION OF MARKETING COMMITTEE OR MARKETING DIRECTOR
Someone has to be in charge of marketing whether it be a solo rainmaker or a staff person. Learn the basics of what must be done. Systematically install a good marketing plan. |
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J-15 CONSIDER RELOCATING TO GET CLIENTS
Some considerations and factors to be considered when deciding whether or not to practice in a new community. States needing lawyers are listed. |
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J-16 SMALL TOWN AND RURAL PRACTICE DEVELOPMENT
Small town lawyers have provided me with a list of how small town lawyers practice differently than large city lawyers. It is worth reading these 8 tips. |
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J-17 CHOOSING OR CHANGING YOUR FIRM NAME
Fictitious names and practice descriptive names are now permitted in many states. Internet addresses can be a factor in client growth. Why you might consider a firm name change is discussed. |
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J-18 HISTORICAL AND ETHICAL PROHIBITIONS AGAINST MARKETING OF LEGAL SERVICES
American lawyers should have learned this information in law school. This chapter can be invaluable reading for staff or others who do not know this history of our profession. This chapter provides a very good overview and history. |
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J-19 NEVER LET THE SUN SET ON A NON RETURNED PHONE CALL
Prompt returning of telephone calls is critical for getting repeat matters and referrals. Lean why. Learn what to do when you can’t promptly return a call. |
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J-20 VOICE MAIL SYSTEM
Voice mail systems (including voice recognition systems) can easily anger clients and potential clients who do not want to have to navigate through “voice mail hell.” A poor or complex voice mail system may be an investment that costs you money rather than make you money. |
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J-21 GET A STAR RECEPTIONIST AND GIVE HIM OR HER THE TOOLS TO DO A SUPER JOB
A star receptionist can make a lot of money for you. A bad receptionist can cost you clients and potential clients. Hiring a poor receptionist because he or she is cheap can be a serious mistake. Learn how to help your receptionist do his or her job properly. |
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