How law firms can provide better customer service in 2021

Transcript: This is Bruce wall from the city of Scott seals neighborhood college program we're all in this together the City of Peoria we're in this together kind of Queen Creek we're in this together hi this is Jamie from the City of Scottsdale with my daughter Jocelyn whether you're working from home are doing kindergarten from home we want to remind you that we're in this together Lydia Tempe hi everybody this is Beth Mulcahy and welcome to our Facebook premier HOA Academy class number two sometimes when I start the Facebook premiere it takes a few minutes for people to get on the call so I want to just start out by saying I hope everybody's having a great week and we're so happy to see you here today for our second Facebook premiere and I can see that people are joining us in real time here where the numbers are starting to go up so it's so great to see all the people here today wanting to learn more and help their associations and if you're a homeowner we welcome you to being here if you're a board member I'm glad to see you here trying to make... See more →

Key quotes:

• "Attorneys who make a living by servicing clients in such volatile industries need to market themselves in a way that garners business during the good times and especially the bad times."
• "The firm shares its vast wealth of knowledge with clients via monthly newsletters and weekly email reports."
• "This monthly report consists of a summarization of the latest industry news, a short section on the firm’s services related to that news, an inspirational or business advice article, and something just for fun such as a seasonal recipe or crossword puzzle."
• "Therefore, newsletters should inform clients about the most prominent industry issues while offering solutions for their business."
• "If you represent health care insurance companies, send weekly updates summarizing the latest legal or industry developments that may impact providing coverage costs."
• "Whatever industry your clients work in, there will be news updates or legal developments."

Transcript: Today I'll be speaking with Leopoldo Hernandez Romano but the long-term impact of working remotely Hernandez Romano focused on one specific aspect by the time they'll return to their physical offices in the next six to twelve months or so lovers will have the know-how and infrastructure to comfortably have some of their lawyers working from home and possibly part-time that in turn will make climb file staffing more flexible and possibly more economical welcome to law firm weekly it's really good to have you here Leopoldo Hernandez Romano is the managing partner of karma partners leading the practice for Hispanic markets based in Mexico City and Miami Leopoldo primarily advises law firms on strategic planning and implementation organizational structure partner and attorney compensation as well as corporate corporate governance issues but before we start our conversation Leopoldo I'd like to share an interview with Tom Friedman the noted New York Times journalist and author here he's interview on CNBC just a few days ago and he's expressing his opinion about what he calls creative destruction as the result of this pandemic yeah I think we're on the cusp of an era of massive creative destruction the likes of which... See more →

Key quotes:

• "With the rise of social media platforms, Facebook, Instagram, LinkedIn, Twitter, lawyers have more opportunities to advertise their legal services and gain new clients."
• "Keeping the ad simple and focused on the services your firm offers makes it easier for social media users to read and understand as they’re scrolling through their feed."
• "But when you’re an attorney, including or neglecting details in advertisements that could mislead potential clients is risking a discipline hearing."
• "If a reasonable person could infer something about the lawyer or advertised services that has no factual basis, then the statement, while it may be true, is misleading."
• "For example, let’s say your advertisement includes something along the lines of you winning $10 million for a client in a personal injury case, but the ad neglects to mention the case’s facts."
• "If an ad includes misinformation or a misleading statement, a way to contact the person responsible for the ad’s creation must be readily available to either get the ad removed or edited."

Key quotes:

• "However, these are just some of the shifts in the legal marketing landscape — and in the professional services marketing landscape, for that matter — that have changed the way we think, do business, and measure ROI."
• "Since legal marketers embrace new technologies and solutions enthusiastically, here are a few excellent articles and presentations worth digesting if you are looking to grow your law firm or your personal book of business."
• "Even as our legal marketing agency, Furia Rubel, has reached its 15thyear in business, we are reengaging our clients, listening to their wants and needs, embracing their preferences, and refocusing how we deliver service, as it is a client’s perceived value of our services that matters most."
• "Here are four of my favorites, all of which present excellent opportunities for law firms to engage in inbound, lead generation marketing: 5 Actionable Takeaways for Law Firms from #LMASE17 While we have already shared Jennifer Simpson Carr’s guest post on our blog, it is worth recapping here."

Key quotes:

• "After having worked for two law firms and speaking to lots of my legal-sector friends, one thing is very clear."
• "Firstly, law firms are out to make as much money as they can because they’re businesses and that’s a route to growth."
• "To the client, it feels as though solicitors all speak a deliberately opaque language, take their money, and hide away in their glass-fronted firms pushing paper around."
• "Yeah, I get it, I know what you do because you’re a law firm."
• "Another couple of law firms use words such as seek in their copy."
• "So reading web copy that is relentlessly about the law firm is not making them feel like you’re client-based."

Key quotes:

• "But all the adverts say the same thing: we are a law firm That’s outbound marketing."
• "Inbound marketing, in contrast, provides upfront value for the potential customer."
• "It draws potential customers to you and helps build trust so that when they need your services, you’ll be the first firm they go to."
• "The best way for law firms to use their blog as a tool for customer acquisition is to provide useful, readable and engaging information for readers."
• "Presenting this useful information in a way that’s easy to understand shows that you’re not only experts, but that you go further than other law firms for your readers."
• "Social media is a phenomenal opportunity for firms to provide more value to potential customers by posting useful content relevant to the reader."