Archive for the ‘ Clients ’ Category

Should you hire for function or fit?

It is no secret that I’m very interested in how teams work, how individuals (ME) fit into a team, and how we all come together to get the job done.

A colleague of mine posted an interesting job description for a Director of Law Firm Marketing and Public Relations:

  • “Intense Measurement” is your mantra. You prescribe to the theory that water boils at 212⁰F. Not at 210⁰ or 211⁰. It has to be 212⁰F. Even if you have 99.5% of the heat you need – your water is at 210⁰F – it won’t boil. Yet if you just tweak one or two small things – move the pot slightly to the right or increase the fuel a hair – suddenly everything changes. The water starts to boil. The same applies to the Marketing and Public Relations Director’s job – you can put lots of effort into it, but nothing “boils” until you look for those missing, magical “degrees” that could change everything. Whether you need to place more “streaming ads” on sports radio stations on Mondays, you need a direct response campaign during the heaviest tax return weeks, or you’re convinced we need a same-sex only divorce site (one in five couples meet online, but three-in-five gay couples meet online)…you never give up and the “perpetual beta” is something that you focus on day-in and day-out;
  • You’re a quick study with strong people skills…you have the ability to read people quickly (and accurately)…you are approachable, inspire candor and welcome multiple points of view;
  • Basic marketing research skills: you know how to collect information, analyze research and develop reports explaining their findings. You use calculations and formulas to evaluate data as you attempt to forecast future trends, and use information you find to support these claims;
  • You have a love and knack for writing, you “rock” in social media marketing, and you can write original copy based on your solid understanding of our primary areas;
  • You are proficient in Microsoft Office and Acrobat, and you know the basics of Photoshop, Illustrator, and InDesign, and
  • You can juggle multiple priorities simultaneously, establish clear priorities, meet deadlines and remain laser focused on the goal in a never-ending environment of change.

I love it.

I would hope that the resumes coming in will be include a wider pool of folks who will be the right fit, but perhaps not have the spot-on skill set that you would get from a functionally focused job description.

Some of these skills can easily be learned, especially if you have an inquisitive personality, and enjoy learning new things. But you cannot teach someone to be inquisitive or have a desire to learn.

Reminds me of some interview questions I’ve been asked over the years: “How can you market us in New York when you live in Los Angeles?” “Can you tell us about your experience marketing lawyers within the ABC industry?” “Who are your PR contacts in XYZ community/industry?”

Really? Why not ask me what I’m going to do in my first 90 days?

I don’t need to live in Santa Barbara, or Silicon Valley, or Denver to understand how to build up and learn about those markets, manage resources, and identify opportunities. Yet I have successfully taken on responsibilities in all of those markets, and work with lawyers to expand their practices in each community.

I knew very little about the insurance industry when I took on my current job. Probably why I subscribed to every insurance industry/business publication I could find during that first week.

We recently held a very successful industry conference for one of our practice groups. I didn’t sit in the sessions as my head was focused on all the logistics and I wouldn’t have heard a thing.

One of the lawyerly types said I would probably be bored learning about the minutia of what they do.

Actually, I do need to know what the lawyers do, and how the clients operate, but on a just below the surface level.

As I told one of my partners: I need to know enough about what you do to identify opportunities and help you market your practice.

But the real answer goes a bit deeper then that:

  • I need to understand the marketplace where the attorney operates. I need a clear understanding of who their buyer and influencers are.
  • I need to know the legal resources used, and where to find the answers to questions I might have.
  • I need to know the legal terms, and the major laws and legislation surrounding the industry. Where are the hurdles and brick walls that clients come up against?
  • I need to understand the business lines of the clients involved, and how they are currently operating in the marketplace. I need to have a clear understanding of the business needs and concerns of the client.
  • I don’t need to know enough to do the lawyer’s job.
  • I don’t need to run the client’s business.
  • I need to be able to connect the dots between the client’s business problems and our attorneys’ legal solutions.
  • And I really need to understand how my firm and our attorneys differentiate from our competitors.

So lacking specific industry, marketplace or functional experience should not be a game-stopper for interviewing or hiring an individual for a specific job. For those involved in the hiring process I would want to know:

  • How does she fit in the existing teams within the firm, practices, departments?
  • What are the qualities of his personality that will move projects along and get the job done?
  • Does she have the thirst for knowledge and inquisitive nature to seamlessly take over an existing position, or create a new one?
  • Can he fit in and manage the attorney personalities within our firm and culture?

Back to the questions at hand: Should you be hiring for fit or function. I’ll go with the Pareto principle on this one. 80% fit and 20% function.

Ding Dong, is the elevator speech dead??

David Freeman has a great video this morning on how to engage in a conversation with a potential client, not just regurgitate a boring and pre-planned elevator speech.

With all due respect I would officially like to kill the concept of the elevator speech and replace it with an approach designed to start a memorable conversation.

I couldn’t agree with David more. No one wants to be talked to, especially by a lawyer, no matter how charming and brilliant you are (wink).

 

Take a deep breath when meeting someone new. Ask some engaging questions about the other person. Their business. Their industry. Their challenges. And listen to the responses.

If you have the legal skills to help solve their business problems, feel free to share some tips or suggestions.

If there is a potential there for a new relationship to form, you need to start introducing yourself and your firm to the prospect.

Odds are, you won’t walk away with the business today. This is just the first touch point of many that will be needed to establishing that know, like and trust so necessary to converting a prospect into a client.

The most important step in this initial meeting is to walk away with your next step confirmed.

You need to ask for the permission to contact them again:

“I’ll send you a link to that article when I get back to the office.”
“I’ll put you in touch with my partner Bill so that he can get you that information. It really is his specialty.”
“Let’s meet back here for a cup of coffee after the last session. I have some ideas that I’d like to run by you that might help.”

In these initial meetings the 80/20 rule is so important to follw: Listen 80%, speak 20%.

ROI Calculator for Tickets

Oh, the bane of the marketing department’s existence: sports tickets. Let’s give a collective eye roll here. They suck time from the department. Too many lawyers use them to “entertain” quote “clients,” who are really personal friends. We know it. And yet, they can be an incredible business development tool, but it is so hard to measure their impact, and the financial investment.

Lucky for me, our client base is not based in Los Angeles, so I just buy tickets as we travel, and I use a broker.

My ticket guy, Matt Anis (who is FABULOUS and always takes care of me when I need tickets in a strange city) from Spotlight Ticket Management, Inc. just sent me their new Business Impact Calculator for sports tickets, and it looks like this: ROI Calculator

From Matt’s email to me:

The Company Ticket ROI Calculator brings together the expertise of the world’s top law firms, auditors, accountants, sports teams, and over 4,000 Spotlight customers into one simple step-by-step analysis of how much you can demand from your company tickets.

Highlighting the tax benefits, legal liabilities, and business impact of your current tickets, the no-cost ROI calculator is a necessary tool for any business with sports, concert, or theater tickets.

Click on the image to go to the live calculator.

I’m not sure how accurate it is, and there is an advanced calculator that you can use as well, but it’s the first time I have every seen anything like this come around, so play around, have fun, and let me know what you think.

The Legal Naughty & Nice List

06.10.11 christmas stockWell, tis the season and all.

I’m checking out BTI Consulting‘s latest survey where GCs name the most arrogant law firms, and there are no real surprises.

According to Law360′s article, GCs Name Most Arrogant Law Firms:

As the legal industry rebounds from the recession, cockiness is also on the rise, as the number of firms deemed arrogant in a new survey of corporate counsel has ticked upward since last year and doubled from what it was two years ago.

The 2013 BTI Client Services A-Team report, published by The BTI Consulting Group (Wellesley, Mass.), suggests that many of the nation’s legal powerhouses have returned to their smug old ways, no longer desperate for business and no longer willing to budge on fees or otherwise give ground to clients.

So who made the list??

This year’s naughty list includes: Skadden, Kirkland & EllisCravath, Hogan Lovells, Jones Day, King & Spalding, Latham, Quinn Emanuel, Sullivan & Cromwell, Wachtell and Weil Gotshal.

Lest one equates arrogance with service, only four of these firms made BTI’s Top 30 in client service.

As for the Nice List? Here’s the 2013 Client Service 30. The top 10 are:

  1. Jones Day
  2. Mayer Brown
  3. Skadden, Arps, Slate, Meagher & Flom
  4. McGuireWoods
  5. Seyfarth Shaw
  6. Thompson Hine
  7. Kirkland & Ellis
  8. Faegre Baker Daniels
  9. Baker & McKenzie
  10. Sullivan & Cromwell

And, yes, Virginia, it is possible to make the Client Service 30, while avoiding the Arrogance list entirely. Just ask nice guys Seyfarth Shaw, Thompson Hine, and Littler Mendelson.

So, what does this mean? Not too much, obviously. When it comes to “bet the farm” litigation, the “like” in “know, like and trust” can often times be thrown out the window. You need your team to win at any cost, and you’ll put up with that “arrogance,” along with the hourly rates of over $1000.

However, are you going to put up with that type of arrogance or behavior when the stakes are not as high? Or will you take your business elsewhere? Seeing the profits and revenues of the AmLaw 100 and 200, I’d say a lot of that work is being spread about the country. And, according to the Go-To Law Firms ® list, not one firm holds a lock on any one company.

As the recession did show us, corporate counsel are willing to take their business elsewhere, and that is not about to change any time soon.

So while making the arrogance list might lend a smile to the smuggest of the smug, it should also raise eyebrows of caution.

Number one on the client service list, Jones Day, is quite capable of handling any work that the other firms might have. Sure, they are on the arrogance list as well, but not so high as to make the news stories.

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If you don’t know BTI, they slice and dice all the fun information on how general counsel see, view, and hire outside counsel; how and if they will spend money; what drives the purchasing decisions. Great pie charts. You can download (for a price) the full BTI survey here.

A word to the wise: Social Media and Politics

Words count. Words have meaning. Words on Facebook, Twitter and in the comments section of online publiations are searchable, fully visible, and can define you.

My friend Jayne Navarre at the Virtual Marketing Officer recently wrote this post, Facebook and Politics: Do they mix? Yes, no, maybe? taking on politics on our personal social media accounts.

For the record, I’m in the “maybe” column, as you can see from my comments in Jayne’s post.

As far as I am concerned, it’s not that you are doing it, it’s about how you do it. And here’s why (from Jayne’s post above):

Case on point. I had an opportunity yesterday to refer a professional and I had someone in mind. But, unexpectedly I found a Facebook post from that individual just before I made the call. It was a link to an inciting article, filled with negativity, along side his personal, polarizing comments. I immediately crossed this person off the list. I decided this referral would be wrong for my client—on several levels.

Will it make or break their bottom line, probably not. Still, it made me shiver a bit to realize thata single Facebook post—which is certainly within anyone’s right to free speech—impacted a business opportunity so decisively.

For the most part, people refer business and hire people they know, like and trust. Screw with one of those three and the stream of business you count on to pay your bills and feed your family might start slowing down and you will never know why.

I’m not saying we should never talk about politics. I’m a political junkie, and I enjoy a very thoughtful debate and discussion.

In fact, the sports dude and I had dinner with my sister and her boyfriend last night. It was a libertarian, an independent, and two progressive liberals chatting away. No voices were raised. No one was disrespected. We definitely did not agree on everything discussed. We avoided some topics entirely and on purpose.

We were most definitely spirited and passionate. And that’s the way it should be.

Now you take that “conversation” online, when you are alone, and at your computer, and all sense of decorum seems to get tossed overboard.

You share a meme or a video from a truly biased (right, left or “neutral” until you read the supporters) organization. You comment on that post what you really think. You tweet out a 100 character slam with a couple hashtags.

When you do that, no matter what you share, roughly 50% of the population is not going to agree with you. Add to that mix this truth: You, for the most part, have no idea which of your clients, referral sources, and influencers are in which 50%.

Sitting home alone, you don’t get to see the eye brows raising, the hiding of your posts, the unliking or unfriending of you all together.

A colleague called me last week to brainstorm on a speaker for a program he wanted to host for his firm. Almost in unison we agreed, “Well, you know so-and-so cannot be considered,” based on some online comments and actions.

The person in question just lost the ability to speak to their target audience, and they have NO idea that they were removed from consideration, from a prime opportunity, because of how they conduct themselves online.

I don’t care how locked down you think your Facebook page is, it really isn’t. And I don’t care if you think all of your friends agree with you, because they don’t.

Make no mistake, these things can happen IRL (in real life) as well:

You’re having a private conversation at lunch, and the new general counsel of that company you’re about to meet with later in the day is sitting at the table next to you. He recognizes the person you are talking to, they are acquaintances, which is how his attention made his way to your table and conversation. He is overhearing what you are saying, and he doesn’t like it. You just got bumped off the “go-to” list, and you’ll never understand why.

That’s what sharing an inflammatory meme, video, or article can do. It can show up in someone’s thread because when you share open content, others can see it as well, and can make judgments about you from that. This is often referred to as “listening with your eyes.”

I fully understand that when I comment on CNN’s Reliable Sources Facebook page (my favorite Sunday morning talk show, which I watch with my Twitter Politics List and political hashtags open on my Tweetdeck), everyone can see that, even though my personal Facebook page is closed.

When I share that meme from George Takei, everyone is privy to the fact that I did that.

When I Tweet, and add a hashtag, that is now part of a public conversation and is exposing my words to hundreds of thousands, if not millions, of people I don’t know.

Any reporter or publication can pick that up and quote me without me knowing about it, until the Google Alert I have set on my name pops up in my reader.

I’m not counseling you to not share or comment on politics, but to be aware of what you are sharing. When you are on a social network, liken it to an IRL open mike, or replying all to everyone at the office when you think you’re not.

Great advice today on CNN’s Reliable Sources from Roll Call’s Associate Politics Editor David Drucker. His comments were in response to the firing of Yahoo! News Washington Bureau Chief, David Chalian, and how reporters need to monitor themselves:

I don’t know how many times per week, I write up an e-mail with a snarky joke to somebody, or a tweet that’s snarky or sarcastic, and then I delete it. Because you have to be careful how your words are going to be interpreted and represented.

Before you hit “post” or “send,” take a look at that snarky e-mail, tweet, post or comment, think about it, and then hit the delete button.

No matter what we do, be it lawyer, legal marketing, consultant, chief, we are representing a brand: be it our firm’s brand, or our personal brand.

It is up to you to manage it.

So, my counsel: Don’t ignore the elections. For the next 60+ days it will be the news around the water cooler. You need to be aware and informed, even if you are not a political junky like me.

However, be respectful of all political opinions. Use judgment. Be observant of the people NOT chiming in on the conversation (those are the people who do not agree with you).

Treat online commentary the same as you would in-person converations. And, remember, you never, ever, ever know who is listening with their eyes.

At the end of the day it always comes back to who do you “know, like, and trust.” We don’t all have to agree politically, but we need to be respectful of differing opinions, as we all have to interact and work together.

Now, go out there and vote early, and vote often.

Just what we needed. ANOTHER legal directory.

Going through my e-mails this morning and guess what?? I’ve been selected to join the newest and greatest online legal directory, ever.

Seriously, people. Stop with the new legal directories. I don’t care if it’s online. Made for the global world today. Will bring me all the clients my firm will ever need. Or that it is free.

Whatever.

What latent needs is your new directory going to satisfy that any of the dozens currently on the market are not?

Please, I beg of you. Why do we need a new legal directory? The lawyers are not, for the most part, using the ones that are out there. Why? Because that’s not how people purchase legal services, and the attorneys see no inherent benefit to them to spend the time and effort to join, yet another, online legal directory.

For the most part, we are still in a referral model. Or we’re Googling by issue or business problem. Which is why it is important to have a footprint on the Internet. But being listed in a “new” legal directory will not do much.

A sophisticated purchaser of legal services “might” got to Martindale.com, but not many these days (check your Web site stats).  Some might do a Google search. But, for the most part, they will pick up the phone and place a call, or tap out an e-mail, to their colleagues, or current counsel, and get a referral.

Then they will do their due diligence, which is what having an Internet footprint is all about.

Rant over.

Going back to do real work that actually has the probability of bringing in new business.

Mad Men, Lawyers and the Clients You Want

I know, Mad Men is almost over and I have yet to write a blog post about how there are lessons we in the legal industry can learn from the folks at Sterling, Cooper, Draper and the other guy.

I’ve started to blog, really I have, but the posts seemed forced to me.

Sure, I could write about the transition of a rainmaker into an elder statesman of the firm, and the resentments that go along with it.

Or how the partners keep replacing their wives with younger, and yet-to-be destroyed emotionally, wives. Only to turn them into a younger, and just as bitter, version of the first wife.

Or how they are drove the lone female out of the firm because she feels under-appreciated.

But the posts were so, well, depressing, and I hate depressing.

But last week’s episode was the Mad Men I love so passionately. Yes, there was the side stories concerning Lane and Sally (no spoilers from me), but it was Don finding his passion about the clients he wants that got to me:

I don’t like what we’re doing,” Don tells Roger over drinks. “I’m tired of this piddly shit.

“I don’t want Jaguar. I want Chevy.

“I don’t want Mohawk. I want American.

“I don’t want Dunlap. I want Firestone.

The conversation between Don and Roger, according to Jon Hamm, is about Don “trying to say that we’re (Sterling Cooper Draper and the other guy) better than this. We can do better than this.”

You realize when you’re surrounded by young people that you’re getting older and what’s your legacy going to be? Are you just going to play out the string, or are you going to continue to achive, and continue to strive, and try to move forward.

Don comes out on the side of going big. He’s obsessed with more.

Hopefully you’ve seen the full episode, or have it cued up on your DVR. If not, here’s a snippet. Key parts, per this blog, are 3:17 – 4:35.

When Don gets the big meeting with Dow Chemical for Monday morning, what does he do? Well, he doesn’t go out to celebrate.

He goes home and studies.

He studies the prospect. He studies their business. Their industry. And, most importantly, the competition to Sterling, Cooper, Draper and the other guy.

Don doesn’t walk into the meeting hoping to wing it. He’s prepared. But not overly prepared.

He’s passionate. But not in a weird and creepy way.

And he leaves them wanting more.

I wanted more.

And isn’t that true for all of us. Or should I say, “Shouldn’t this be true for all of us?”

Why be satisfied with being satisfied?

Why call it in when we can be passionate about our work, our clients, and what we do?

In today’s economy, there’s no coasting into retirement.

It won’t work for Don Draper, and it won’t work for anyone working in legal today.

Go BIG!

Get a fricken website already

I just checked my calendar and, yup, it really is 2012.

Other than the earth coming to an end later this year, it’s about fricken time you got a website.

There just aren’t any good excuses out there.

Yeah, I’m talking to you solo and small firms out there.

And this is especially true for those of you who represent consumers – family law, divorces, child custody, employment matters, trusts & estates. I’d add personal injury, DUI and immigration to the list, but those folks are marketing machines.

Seriously. If you Google yourself or your firm, what do you find? If the answer is NOTHING, than you are LOSING business every day, and you don’t even know it.

Case in point:

Read more

Trouble With Mailing Lists

Seriously, I have not planned on these blog posts for the past couple weeks being focused on customer/client service, but that appears to be what’s in front of me.

My assistant just brought in my mail, fanning herself and laughing. And here’s why:

I swear, I am not making this up. I get SEVEN of everything from ALM.

There are three addressed to Heather Milligan. Two addressed to Heather Morse Milligan. One addressed to Heather Leigh Morse (wow, got my middle name in there). And one to Heather Morse.

I’m sure the sports dude is taking offense that there aren’t a couple in there addressed to Heather Morse-Geller.

I have tried to correct this. I really have. But rather than removing me from a mailing list, it’s turning into “Trouble with Tribbles.”

Come on, you guys. You have to have a CRM data steward there. Someone’s gotta be able to fix this.

You WOWed me. You really wowed me!

While at the Legal Marketing Association’s annual conference last month I made my way through the exhibit hall and checked out all the great prizes that could be won.

As a sitting member of the board of directors, it is our policy to not participate in the drawings, so I was really just window shopping.

My buddy Jeff Reade from Cole Valley Software (CRM) always has these great giant Pez dispensers. And this year he had an ELVIS one. Which was PERFECT!

My oldest daughter is off to London and Paris this summer with her aunt, so I am taking the younger one to Nashville to visit grandma (talk about “I’ll take door number two, Monty.”).  I am trying to make it as special as possible, so we’re also going to head over to Memphis and visit Elvis at Graceland.

While my daughter’s taste in music is limited to Lady Gaga, Taylor Swift and Big Time Rush (luckily no Bieber in our household), she does know Elvis. Maybe it’s the way he died, or the Cirque du Soleil show we saw in Vegas, but she’s really excited about our trip.

While I was bummed I couldn’t throw my card in and participate in the drawing for Jeff’s ELVIS dispenser, he told me where he got it, and I promptly forgot all about it until today.

Guess what came in the mail??

ELVIS.

I am so excited.

I immediately sent an email to Jeff thanking him, and then came running here.

THIS IS GOOD CLIENT SERVICE. It does exist, Virginia.

My expectations were completely exceeded.

And I’m not even a client of Jeff’s. I am, however, an influencer, and a referral source, along with being a friend.

For those of you selling services and products, it’s these little things that make us remember you.

This was much more than a touch-point. You have added to my child’s happiness, and to her memories.

That is HUGE!

So, once again, thank you, thank you, Jeff, for remembering us. You WOWED me. You really did.

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