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Law Firm Leadership – Messages from the ALL BLACKS Rugby Team

Posted by allan on October 15th, 2014

“Legacy,” written by James Kerr, is a remarkable story of what the All Blacks Rugby Team from New Zealand can teach us about leading and winning. Having heard Jim speak recently, and reading his book, it is a must read for Law Firm Managing Partners, Partners in Charge of Offices, and Attorney Practice Group Leaders. Over the next several columns, highlights will be presented.

When counseling our clients on conveying the right messages to prospects, we encourage them to drop the resume pitch and talk strategy. The book’s message is:

THE SWEET POTATO DOES NOT NEED TO SAY HOW SWEET HE IS!!!

Lawyers — Answer These Business Development Questions III.

Posted by allan on October 6th, 2014

If you answered the questions posed in the previous 2 blogs columns, and are still looking to grow new business, the last 2 questions in this series follow:

1. How do you expand your opportunities?

2. Do you know how to communicate effectively with your prospects?

We’ll review all 6 questions, again, next time.

Lawyers – Can you answer these Business Development Questions? II.

Posted by allan on September 26th, 2014

The next two questions to answer are:

3. Are you selling but not seeing results?

4. Where are your opportunities?

Next column, the last 2 of the most critical legal sales questions.

Lawyers – Can You Answer These Business Development Questions? I.

Posted by allan on September 23rd, 2014

These start a series of questions lawyers must answer in the positive if they are to be growing new business.

1. Your competitors are asking for the business. Are you?
2. Are you bringing in new business from clients and prospects?

More to follow in our next column. Use these to challenge your firm to grow and prosper.

Don’t Miss our 3 Posts on LinkedIn

Posted by allan on September 15th, 2014

* Building a Profitable Pipeline
* 4 Major Changes for General Counsel and Their Law Firms
* Client Retention – Dancing With the Stars.

Has Your Firm Been Fired? — Client Retention IV.

Posted by allan on September 10th, 2014

In our firm’s Client Retention Survey (U.S. and Canada) last year, we asked:

” IF YOUR FIRM WAS TERMINATED BY ONE OR MORE LONG-TERM CLIENTS IN THE PAST 3 YEARS, WHY? (Could designate more than one answer).

64% Their situation changed (including the relationship attorney
leaving the firm)

21% They became dissatisfied

9% The client never told us (can you believe this one?!)

6% Lack of contact by our attorneys.

These results, combined with the survey by BTI Consulting and from Jay Abraham’s book, point to what the 3 RULES OF CLIENT RETENTION are:

Communications
Communications
Communications.

To schedule a 3 RULES OF CLIENT RETENTION Workshop at your firm or association, contact me at acolman@closersgroup.com

DANCING WITH THE STARS – Client Retention

Posted by allan on September 9th, 2014

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Dancing With the Stars : Client Retention

Sep 8 2014
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A summary of my article which appeared in the August, 2014 edition of Marketing the Law Firm.

For those focused on increasing sales and client retention, DWS offers an important lesson: the work that you do behind the scenes is every bit as important as the time you spend in the spotlight. Here are some suggestions that will help you focus your client retention efforts to better ask for and ensure future sales:

* Know what’s working and what could be better – DWS contestants constantly build on their past performances;

* Focus on more than just what you are doing now. Think about that next dance routine and what can be added to make a real impact;

* Keep adding benefits to your services, [and performances];

* Participate rather than just attend. The dance is a major part of the score; but the competitors’ interviews and commentary add to their winning chances;

* And while you are dancing around the floor at a client sponsored fundraiser, don’t forget to thank the client for inviting you to such a great event.

Remember, when it comes to client retention, clients are both the audience and the judges. The more that you prepare, the better your performance will be.

CLIENT RETENTION – What Drives Clients Crazy III.

Posted by allan on September 8th, 2014

In addition to the 4 previous points made in BTI Consulting’s study, clients continue to find these additional issues:

* APPARENT DISREGARD for client’s budgets (can you believe this?);
* BORING PITCHES that talk about firms, not clients;
* NOT REPLACING a relationship partner with bad chemistry;
* “GROUNDHOG DAY SYNDROME”, that is repeating the same work over and over.

NOW that the reasons for losing clients have been provided by marketing experts, Jay Abraham and BTI Consulting, the next column will reveal the reasons clients are terminating law firms based on our own firm’s U.S. and Canada survey of Client Retention.

CLIENT RETENTION – What Drives Clients Crazy II.

Posted by allan on September 4th, 2014

In today’s column, we will expand on Jay Abraham’s “Understanding Why Clients Leave” and add other reasons clients terminate long-standing relationships from a study by BTI Consulting.

* DECISIONS without authorization;
* NON-RESPONSIVE to requests for changes in billing;
* FAILURE to respond to requests for help with additional practice
areas;
* CAPACITY-BOUND partners.

In our Group’s experience, lack of attention to client retention is a primary reason firms are terminated. Once we have identified the negatives, our column will shift to the steps needed to build client confidence, trust and retention.

CLIENT RETENTION – What Drives Clients Crazy

Posted by allan on September 2nd, 2014

TODAY we are starting a new blog series on Client Retention. Whether competition, economy or new GC’s and business executives are facing you, working on retaining clients should be foremost in your mind.

UNDERSTANDING WHY CLIENTS LEAVE is a component of Jay Abraham’s “Getting Everything You Can From Everything You’ve Got.” He cites three primary reasons why client leave relationships:

* LACK OF CONTACT leads to their forgetting about the relationship;

* THEIR SITUATION CHANGES;

* THEY BECOME DISSATISFIED.

IN the following columns, we will provide more depth to each of these clues to where you must spend more attention. The investment will be well worth it.

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