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Betties Book Brief | The Third Door

The Third Door Book BriefWe are back again with the very last Book Brief of this decade! This month, we read The Third Door: The Wild Quest to Uncover How the World’s Most Successful People Launched Their Careers by Alex Banayan. This one was cringy, vulnerable, inspiring, and packed with life lessons. I laughed, I cried – oftentimes simultaneously! Obviously I want you to read my Book Brief but despite that, you should stop reading and do yourself a favor and go buy the book. You won’t regret it.

Visualize your dreams

I’ve always been a vision board kind of gal. I love pulling them out of storage years later and seeing that everything I dreamt of has come to fruition. Every year, I create a vivid vision for my business’s annual goals. Last year’s board was a visual reminiscent of the Candy Land game, in the form of Betties Land. 2020’s visual will be a board in the style of Wizard of Oz. There is something magical about writing down your dreams and doubly powerful when you put down a due date!

Much like my vision boards, the author, Alex, carries around an index card with his dream list of people he’d like to interview. He also created a list of people he would love to have as a mentor.

The path to success

  1. Take great risks. Alex was in college to become a doctor, which would provide for a very predictable and steady life. However, he missed class on Exam day in order to get on The Price is Right in an attempt to win prize money that would fund his travels. It paid off. He also missed his Final in Accounting to meet his dream mentor – another gamble. There are thousands of people who could tell the tale of their dream to be a doctor but they lost their way and now live below their potential. This is not one of those stories! Great reward takes great risk.
  2. Never lose your cool. When Alex met his mentor for the first time, Elliott Bisnow peppered him with rapid-fire questions. I smiled reading this, just knowing something good was about to happen. When I like someone but I’m not entirely sure about them, I will oftentimes begin a line of questioning made to make them feel uncomfortable. They will either fold under the pressure or prove that they can handle it. When Alex passed this test, he was offered the opportunity to accompany his mentor to his next meeting. This just so happened to be in a room full of people like Larry Page, Tony Hsieh, and Reid Hoffman.
  3. Facts tell, stories sell. At first, Alex approached potential interviewees with only the facts of his mission. He hoped that would be enough to get them on board and failed to mention that he stayed up all night learning how to get himself chosen on The Price is Right or that he then won the entire thing the next morning. He failed to tell the story of selling the prize to fund the mission. His mentor told him that he should not ever tell anyone about his quest again unless he starts it off with the story. The story is what ropes people in. It’s what shows Alex’s character and is more entertaining than anything he could ever pitch.
  4. Haters come in all shapes and sizes. You may even call them “Mom”. Alex’s mom tried hard to reason with him and help steer him back to safety and predictability. You will have people that are jealous and hate on you, but more often you will have people who love you and are frightened when you choose a path of adventure over safe travels. Alex stood his ground when the opportunity to accompany his mentor to Europe arose. Elliott’s rule number five: Adventures only happens to the adventurous.
  5. Success only comes from kissing frogs. An interview with Dean Kamen (inventor of Segway and insulin pumps) revealed that each frog represents a different way to solve a problem. If you kiss enough, one will turn into a prince! If you haven’t found your success yet, you haven’t kissed enough frogs.
  6. Keep an intern mentality. No matter what level you reach in life, there is always more to learn. You need to be willing to be humble, think like an intern, and always keep learning.
  7. Growth comes from mistakes. In an interview with Quincy Jones, he stated that you have to cherish your mistakes so that you can learn from them. Your mistakes are your greatest gifts!
  8. The journey is your success. In order to get his publishing deal, Alex had to land an interview with Bill Gates. He spent months honing in on Bill Gates as the destination. But after interviewing Quincy Jones, he realized that all of his growth had occurred during the journey. Bill Gates was never the holy grail, it was the journey and the mistakes along the way that helped Alex to see that both success and failure are just different results from the same thing – trying. He learned that no matter the result, he will always walk away a better man.

Prioritize your desires

In addition to the above notes, something that really stood out from Alex’s story is that you should make a list of 25 things you’d like to accomplish. Then circle your top five. Forget everything else. Success as a result of prioritizing your desires. You can be really good at those 25 things or you can be world-class at 5.

In the interview with Kamen, he states the following about doing big things: “Be prepared for them to take way longer than you thought, cost way more than you expected, and be full of failures that are painful, embarrassing, and frustrating.” When you prepare yourself like this, managing 5 things seems a lot more reasonable than 25.

 

 

Making Customer Service a Priority Only Boosts Your Law Firm’s Success

Customer Service Should Be Your Top Priority

There’s no dancing around it – with the internet at our fingertips, we can easily find multiple sources to provide any given service for us anytime we need. This can make it difficult to stand out among your competitors. But all of the marketing campaigns and advertising dollars spent mean absolutely nothing if you can’t deliver an experience unlike the rest! In an age of quick service and automation, people are feeling an increased need to be heard. They are missing that personalized service that goes above and beyond – so let’s do what we can to bring it back! You’ll be the most popular attorney in town after implementing these tips.

Focusing on top-notch customer service is the key to landing and retaining clients for your law firm.

Let’s face it. There are only so many practice areas for attorneys. Once each of those is filled in a geographic region, there needs to be a reason for a potential client to choose one estate planning (or criminal law or family law… you get the point) attorney over the other. This is where top-notch service comes in! Your clients will almost always gravitate towards the person who makes them feel the most comfortable with their case, keeps them informed, and speaks to them at a human to human level.

How can I improve the customer service my law firm provides?

We’ve talked before about the number one bar complaint being a failure to communicate. The first place to start when upping your customer service ante is by making sure that you are keeping your client in the loop with every step! Received their inquiry on your service? Automate an email to let them know what to expect from your firm. Completed their client intake? Send them an email with a recap and timeline of the next events. Working on their documents? Have your assistant reach out to let them know about their progress and when they will hear from you next. Communicate every detail so that your clients understand the (sometimes) scary legal processes. Not only does this make them more comfortable with you, but this will also save you time and headache later when they aren’t blowing up your phones for answers!

Take your communication one step further.

A large part of customer service is proving that your clients can trust you. To do this, you need to go over the top with communication, organization, and professionalism. Do you answer the phone with “Hello?” or is it more like “Thank you for calling XX Law Office, how can I assist you?” Answer this: Which one would you be more likely to trust?

Set a process in place that everyone who answers the phone must follow. We call this a Call Flow Blueprint and create one for every law firm we work with. Start by asking yourself the following questions, then put them all down to paper.

  • What types of calls would you like immediately transferred to your office?
  • How soon will you handle client messages?
  • Can your receptionist relay quick details on their case to provide the client with some instant gratification?
  • What about a timeline process that you follow so that your clients can know exactly what stage they are in and what to expect going forward?
  • Is your payment schedule easy to understand?
  • How do you handle scheduling for potential new clients? What about follow up appointments for existing clients?

It’s a lot of work to keep your organization in check and instill trust through your communication. But your clients will thank you for it, and to be honest, so will your bank account!

Okay, so now you’re being sure to communicate. What can you do past that?

A law firm isn’t a fruity place where you can offer cucumber mint water in the waiting room. Or is it? Nobody wants to need your service. If anything, they hope to avoid needing to speak to a lawyer forever! Sorry to say it but you are right there with the dreaded auto mechanic – people don’t want to have to need you. Since they do need your service and are probably unhappy about it, the least you can do is make it a more enjoyable place to spend an afternoon. Pull out the cucumber mint water, set a cookie tray on the coffee table, keep the magazine stack updated, and have some enjoyable music playing in the waiting room. Do what you can to make your clients feel better about needing you before they even step into your office.

The most important step to stellar customer service in your law firm.

Alright, so now you’re communicating and you’ve freshened up the waiting room to your office. What’s left to create a stellar experience for your clients and potential clients?

Relentless Friendliness

If there is one thing that stands out more than anything in customer service, it is being friendly and polite. Someone can be quick to forget that you made a mistake or didn’t follow up with them but they will never forget that you were rude or short – on the phone, in person, or especially in a curt email. We all know the world isn’t always kind. Negativity spreads like wildfire through social media and it is the fastest way to get bad press for your firm.

Stand out instead by:

  • owning up to your mistakes
  • asking for documents or needed information nicely
  • apologizing when you are wrong
  • smiling when you speak
  • checking to be sure that your wording is coming across as friendly as possible

You want to be professional but you also want your clients to view you as someone on their side. Being friendly, compassionate, and understanding is the first step to doing so!

 

Feeling inspired by this post? Make one little change to your law firm today that pushes your customer service over the edge!

If you’re ready to truly wow your customers with impeccable customer service at the hands of relentlessly friendly virtual receptionists, request a call with our Growth Solutions Strategist. They will help determine your firm’s specific needs and the best way to fulfill them. Your clients will definitely notice the difference!

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Take Your Small Law Firm to the Next Level

Take Your Law Firm to the Next Level

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BettieGram Newsletter Snippit
Take Your Small Law Firm to the Next Level

Take Your Law Firm to the Next Level

Subscribe to BettieGram

Our newsletter shares expert advice & practical articles to elevate your law firm’s success.