Recurring Revenue

How many times do you need to hit yourself in the head with a hammer before you get the lesson? Over the years, it took me several times (with different types of hammers) to learn to identify my niche market (“sweet spot”) and stick with it. I remember a landlord/tenant matter that my then-law partner […]

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Satisfied customers don’t grow on trees, ripe for the picking.  Yet without them, your company is doomed.  Most businesses models rely on repeat customers, customer referrals, or at least, the credibility of satisfied customer testimonials.  If you want your business to succeed and grow, it must attract and satisfy customers. Repeatedly. Seems pretty straightforward, but […]

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“You see this here doughnut? What you got is the hole.” I’ll never forget that sinking feeling when I heard that from a business expert I consulted. I couldn’t believe it.  I was stunned.  Humiliated.  12 years of building my law firm—all that blood, sweat, and treasure—and I have nothing to show for it … […]

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Who thinks more is better than less?  If you’re a seven-year-old, more is definitely better than less—especially if it’s stuff you really like. But as a mature adult/business owner (ha!—don’t look at me), you know that “it depends.” Getting more of something isn’t always an unqualified “whoopee!” Many small business owners break their necks trying […]

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What makes for a great tuna fish sandwich? No doubt, tuna fish is in the eye (or the palate) of the beholder . . . but if I’m the one doing the beholding; I’ll tell you what I like. Not too dry; not too gloppy. Finely chopped – almost pureed. A little celery, but not […]

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Customer Service 101 for Lawyers involves more than just doing legal work.  It includes: Choosing clients who are the right fit for your firm’s size and expertise Keeping current, not just on law but also on trends affecting your clients’ issues Clear and timely communication Thinking creatively It’s a tall order.  But if you can […]

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We noted in the previous post why communication plays a vital role in keeping customers happy. But if communications requires good people skills, the third “C”, creativity, requires good lawyer skills.  Clients are happy when you solve their problems.  When you’re solution oriented, not a “deal breaker.”  That’s hard to do when you don’t have […]

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We noted in the previous post on competency why you need to resist the temptation to be all things to all people.  Another element of keeping customers happy is communication. By the time clients reach your firm, they’re nervous.  Maybe they’re in a jam and need help (they’ve been sued); or they see the writing […]

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We noted in the previous post that the three “C’s” of good customer service are competency, communication, and creativity. Are you competent to serve the customer market you’ve chosen? Competency has two factors:  choosing and currency.  What areas of practice have you chosen, and are you keeping current in all – not just some — […]

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[Although I originally wrote this article as “Customer Service 101 for Lawyers” [GP/Solo Magazine (American Bar Association), Jan/Feb 2008], there are a number of lessons that apply to small businesses in general.  Read this 5-part series to find out what they are .…] “Haresh” arrived at my law office, visibly agitated.  He thought he had […]

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