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Know Your Position When Playing the Game

It is human nature to always be searching for something better, the proverbial ‘grass is always greener on the other side’. We might have fooled ourselves into believing that a constant search for success is what will eventually get us there, but this mindset is what is limiting us in our businesses.

Basketball pro Bill Walton believed hyper focusing on your weaknesses does nothing but chew up time that could be spent sharpening your strengths. The truth is, there are just some things we aren’t good at, and we never will be. But there is a silver lining; there are things we are great at that other people aren’t. And it is these things we should be focusing on.

Stick with What You Know

So how do we do this? It is as simple as sticking with what you know, and really pushing yourself towards improvement in those areas. This was a lesson I learned the long and hard way, but when I finally realized I don’t have to be good at everything, I was really liberated. You have employees and coworkers for a reason! Each person has a set of unique skills and abilities, and like a puzzle, they can fill the gaps you can’t.

In the game of basketball, one person isn’t responsible for every position on the court. If so, there would be no game, it would be constant failure, especially when competing with teams who operate like a well-oiled machine. So, it’s silly to think different rules apply when it comes to our businesses.

Push yourself outside your comfort zone with your strengths. Be more than just “good” at your strengths… be great!  If you’re point guard, then be the best point guard you can be, and stop trying to master the role of playing the forward. You have what it takes to be successful, so start applying those skills!

Back Office Betties

Free PR for Your Law Firm

At Back Office Betties, we do a ‘Betties Book Brief’ to keep our approach fresh and implement ways we can improve.  This month we chose, Free PR: How to get chased by the press without hiring a PR firm. This book teaches you how to perfect your pitch, build media relationships, and get buzz-worthy coverage, without having to spend a fortune on running ads or hiring a PR firm. This book is an amazing resource for small and large businesses alike, because who doesn’t want to master the art of free PR?!

Emily’s 5 Takeaway’s

For me, this book had 5 important takeaways that I wanted to share with you all in hopes it will help you in your pursuit towards becoming your own PR company.

  • You MUST find out where your ideal clients are hanging out. Do the research and find out what blogs do they read, what podcasts do they listen to and what events do they attend? I reached out to several of my clients and attorney friends to ask this question and was blown away by the answer. I thought I knew the ‘who’s who’ of the legal world, but I now know otherwise. There are dozens of specialty conferences, podcasts and blogs that I didn’t have on my radar.
  • Create new angles and pitches for each medium. Use popular buzz words and news to create angles that weave in current news.
  • There are five major story archetypes such as: Culture, Overcoming Adversity, Customer Story, Leveraging Technology, and The Future.
  • Keyword tools will make this process easier! Check out BuzzSumo, Google Trends, or SEMRush. These analytics tools provide information about keywords and search volume.
  • Yes, it is possible to get published in 7 stories a month! Read Free PR to learn how former COO of 1-800-GOT-JUNK, Cameron Herold fired his PR company and tackled PR in-house with incredible results (can we say Oprah?!).

I hope this has inspired you to read the full book and take in all it has to offer!  This book is a powerhouse full of great information that can change your firm forever! Get out there and start mastering the art of Free PR!

Pruning Your Business

When you’ve invested so much time and energy into your business, it’s like having a garden full of rose bushes.  For your roses to flourish, you must give them the love and attention they need so they can grow and bloom.  Your business is like pruning a garden…. sometimes you need to prune the dead weight in your business.

Pruning for Success

If you are hesitant about pruning your business, or scared to step on a few toes, remember these things:

  • Pruning will make your business healthier. When a plant has overgrown and has unhealthy branches, it will become stressed. The plant then invests in precious resources to revive these dying branches. This pursuit can end up depriving the healthy limbs from getting the nutrients they need.  Consider not investing in resources to something that’s dying in your business!  Eliminate what isn’t useful before you end up compromising healthy functions within your business.
  • Pruning will make your business more appealing and organized. Nothing is more discouraging to potential consumers than a disorganized and chaotic business. Evaluate things like software that needs to be updated or replaced; or vendors that aren’t serving your business needs.
  • Pruning allows you to modify and shape your vision. Prune back so you can explore new territory, meet new demands, and reach new consumer markets – all aligning with your vision.
  • Prune so you have less of a mess to clean up later. The less time you spend cleaning up messes, the less you will have to manage, which means more time for you to focus on the direction of your business.

It’s never easy having to make the decision to do some pruning, but once you move forward with it, you will be so grateful you did.

 

 

Solo Concierge’s at Your Service!

Back Office Betties specializes in helping small and single attorney firms, which allows us to provide unmatched services for our clients.  We are proud to announce that we are making your customer experience even better with our NEW Solo Concierge Service!

Unlimited Personal Concierge Services

Aside from answering phone calls and other duties that commensurate with daily office function; here are some examples of what personal concierge’s service can do for you:

  • Online shopping- for when you get held up in court and don’t have time.
  • Setting up lunch dates- for when you get caught up on the phone with a chatty client!
  • Researching travel- for when you unexpectedly make a new client that you need to see.
  • Scheduling family events- for when things get hectic, keeping your home life balanced.
  • Ordering flowers or a gift – for your loved one and you don’t want to miss the occasion!
  • …And so much more!!

Save Precious Time

We know that as a busy attorney, you don’t always have time to get personal things done. The great news is, you don’t have to! With our Solo Concierge you have a professional who you can trust to take care of those small tasks that seem to take time out of your day.  There’s nothing wrong with asking for help, especially when it means you get significantly more time in the day to spend working with your clients, providing the services you know they need.

The Solo Concierge by Back Office Betties is here for you… After all, we are your team of professional virtual receptionists who will work on your side and support you like no other!

What Are You Bad At?

Despite the things you may have heard, it is in fact okay for your firm to be bad at things. There is no such thing as perfection.  However, there is such thing as niche expertise, and that is where you should strive to be. For example, if you are focused on your clientele and you should have a strong understanding of your ‘dream’ client – the more you will be able to meet his/her needs.

What Walmart Knows…

Let’s use an example like the store Walmart for instance. Walmart knows exactly who they are catering to, and they are offering exactly what their customer base wants- affordable grocery and retail products.  It’s not a glamorous, upscale shopping experience…. and for them it doesn’t have to be!  If Walmart wanted to become a high-end retailer, they would not be able to do that and keep their prices low.  They cater to the budget-conscious consumer and are ok not serving the higher-end retail customer.  They have embraced their strengths, and they are dominating their niche because of it.

Our Niche

At Back Office Betties, we are a prime example as well!  Our ‘dream’ clients are small law firms.  We can provide a very specialized service to attorneys that need a virtual receptionist.  Lawyers want to help their clients win cases and they cannot focus on what’s important if they are constantly answering the phone.  We are the team that stands behind the scenes and takes care of phone tasks with our professional legal receptionists.  Because we identify what we are best at, we provide unparalleled service in our industry!

Find Your Niche

As you decide to develop you niche further, find out what your bad at first and eliminate that.  Then focus on what your firm is good at. What is your niche? Who is your dream client?  Just remember, you don’t need to please everyone!

What Makes You Different?

In order to be the obvious choice among your competitors there are a few things to consider.  Many law firms struggle with how to successfully stand out because they are competing with firms that offer the same services.  However, there are many ways you can break the status quo and offer one of a kind services to your clients.

Quick Tips

The following steps are the best way law firms can really connect to their clientele and increase client bookings:

Know your customer: Have a firm grasp of who your ideal client is (wants, needs, and expectations) and have tailored services for that person. Naturally, if you build your services around your dream client you will start attracting more of that client.

Identify your niche: What is your firm best at? Oppositely, where are your weak spots? Instead of getting hung up on perfection, focus on the areas you are good at and let go of some of the weak spots and those areas that aren’t in demand with your ideal client.

Meet their needs: Now that you know your dream client, identify their unmet needs and address them in the services you offer.

Build a team: Build a team that is a great culture fit for you and your firm. It’s imperative they understand your goals, needs, and that they work hard to make the firm reach its best potential.

Don’t be afraid to step outside of the box and really explore how you could be better serving your clients. These principles will make a world of difference for your firm and greatly improve your relationships with your clients.

 

If you are looking for a more in-depth analysis of each of these principles and how you can apply them then check out the Back Office Betties eBook  Stand Out: How to Be the Obvious Choice.

G.O.A.T.

When it comes to customer service, who better to learn from than the Greatest Of All Time (GOAT) in customer service!  If you want to improve the customer service of your company, look to imitate brands that offer the customer experience you wish to provide. Whether it be the GOAT of Hospitality Horst Schulz of the Ritz Carlton or the GOAT of Culture Tony Hsieh of Zappos; there are so many great entrepreneurs who have paved the way for excellent customer service for us to follow. The best way to start is by identifying where your weak spots are as a company and figure out how you can begin improving upon them using other companies who are successful in these areas as molds.

Superior Service

Here are some basic things that the GOATs are doing to make their customer experiences superior:

 

  • Having a core commitment to your employees and your customers. If you make the focus of your company to create an environment of belonging and purpose, then employees can deliver superior customer service. Horst Schulz has created a process called, “Continuous Process Improvement” which has become highly effective and duplicated with many companies.

 

 

  • Making personal customer service interactions an easy option. Truett Cathy, GOAT of Fast Food, goes by the philosophy that customers are always wanting someone who is reliable and will take care of their needs.

 

 

 

 

  • Hiring people who care about customer service and company values. Tony Hsieh, GOAT of Culture, focuses on investing back into customer experience.  Rather than spending on paid advertising, he believes that the customer will do the marketing for them if they have supplied amazing customer experience.

 

 

 

  • Predicting you customer’s needs. If your goal is to really learn your customer, pay attention to them and their needs. GOAT of Customer Experience, John DiJulius, believes that customer experiences are built on the ability to recognize opportunities to exceed customers’ expectations regardless of the circumstances.

 

Of course, there are so many different customer service strategies you can steal from the GOATs out there, so it us up to you to know where you need the most improvement.  Customer experience is on trend and now is the time to refine your philosophy within your company.

What Will 2019 Bring?

It’s that time of year again to start planning your New Year’s resolutions – what will 2019 bring? Whether it be to eat healthier, become more active, save money, or read more; we all have things we wish to improve upon. If you participate or not, setting resolutions is a fascinating part of American culture that has been a tradition traced all the way back to the ancient Babylonians over 4,000 years ago. That’s not the only fun fact about new year’s traditions!  The worldwide celebration of the new year is jam packed with some of the funniest, silliest, and downright craziest facts, traditions, and superstitions. Below we have listed some of our favorites:

Funny Facts

  • On average, 360 million bottles of champagne are consumed in the United States on New Year’s Eve
  • Ironically, the second most common new year’s resolution is to drink less.
  • 50% of Americans set resolutions, and by month four over 80% will have been unsuccessful.
  • More cars are stolen on New Year’s Day on average, than any other day of the year
  • Eating black-eyed peas, ham or cabbage on New Year’s Day are thought to bring prosperity while lobster and chicken are thought to bring bad fortune.
  • In Italy, people wear red underwear on New Year’s Day as a symbol of good luck for the upcoming year.
  • The New Year’s Eve ball was introduced on November 11, 2008
  • Samoa and parts of Kiribati are the first places to welcome the New Year while American Samoa and Baker Island in the United States, are among the last.
  • Mexicans celebrate New Year’s Eve, by eating a grape with each of the twelve chimes of a clock’s bell during the midnight countdown, while making a wish with each one.
  • Tradition says that the more leafy greens a person eats on New Year’s Day, the more prosperity that is to come for them.

So, this New Year’s Eve/Day when you are spending time with family and friends, remember to eat those leafy greens, black eyed peas, cabbage, and ham…. And maybe park your car in safe place with the doors locked. But seriously…all jokes aside…remember to enjoy your time spent around the ones you love!  Celebrate the passage of another year and welcome whatever is in store for you in 2019!

Integrations That Work

If your firm hasn’t explored these integrations and feel they spend a lot of time with administrative tasks, its time to start making some changes. However, knowing the right integrations to use can be difficult, especially when there are so many different software programs out there.  To help you learn more about legal integrations, below is the list of a few that we use and how they are helpful:

 

  • Clio Grow: We have talked a lot about Clio Grow in past blogs because of its versatility. This integration allows us to add new leads and take notes on calls in your “Clio Grow Inbox.”
  • Acuity: A great scheduling tool for Outlook and Google calendar. This user- friendly software has turned scheduling, taking payments, and completing customized legal intake forms into a simple and easy process.
  • Appointment Core: A scheduling tool that integrates with InfusionSoft. This software allows our receptionists to easily schedule client appointments through booking links.

It Makes Life Easier

Integrations are here to help and make life easier, so if you haven’t hopped on the bandwagon yet, you are only making administrative tasks more difficult on yourself and your employees. We have adopted many integrations to make scheduling, billing, and payments seamless, so that we can provide the best services possible!  All of the integrations we use are on our website, where you can read a more in-depth description of their functions.

 

5 Things I Learned From Verne

Recently, I had the pleasure of attending a Verne Harnish talk. Verne Harnish is the Founder of the global business network Entrepreneur’s Organization. He is the Venture Columnist for Fortune Magazine, and he’s the author of the bestseller Mastering the Rockefeller Habits. His latest book Scaling Up has also been very successful winning seven major international book awards including the prestigious 2015 International Book Award for Best General Business book.  And these are just a few of his many major accomplishments! Verne has spent the last 30 years using his expertise to help companies improve.

What I Learned

Attending this talk had me asking myself some important questions that I believe all businesses should be asking themselves if they are looking to ‘scale up’.  Here are 5 things that I learned:

  1. Honestly ask yourself where you get your energy. These are the tasks you should focus on and delegate or automate the rest.
  2. Start thinking about Artificial Intelligence (AI). It is here to stay and companies already using AI today will be the ones to stand out tomorrow. Think about various aspects of your business. What are some ways you predict AI will save you time and/or money?
  3. What 25 relationships do you need to achieve your business goals? Write down names and go seek those relationships and nurture them regularly.
  4. Every business should have a guarantee. Exadata’s great example is 5x faster than IBM or we give you $10,000,000. Domino’s is 30 minutes or it’s free. What can you guarantee your clients?
  5. Are you familiar with the 7/70 Rule? Go after 7% of a market segment and then dominate 70% of that market. For example, Ikea is only 6% of the furniture market but owns over 70% of the ready to assemble niche. Start researching how you can get your business there.

Looking at the bigger picture in this way will help you rearrange your business’ goals so that you are not just planning to improve or expand, but also analyzing how you can be ahead of competition and dominate your industry.

Book Bundle

In addition to Harnish’s own publishing’s, he recommends a Book Bundle List to encompass all aspects of your business.  These recommendations are his top book pics that will help you take your business to the next level!

  • Relationship Marketing by Regis McKenna
  • Am I Being Too Subtle by Sam Zell
  • The Wisdom of Crowds by James Surowiecki
  • Teeming by Tamsin Woolley-Barker
  • Outrageous Empowerment by Ron Lovett
  • Uncommon Service by Frances Frei
  • The Goal by Eliyahu Goldratt
  • The Customer-Funded Business by John Mullins

Don’t be afraid to have bold goals and big dreams! With the right steps and planning, anything is possible for you and your business!

Emily @ Back Office Betties