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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!

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

 

Increase Workplace Happiness With A Dream Manager

If you are looking for employees who are loyal to your company, strive to meet company goals, take pride in their work, and want to see their organization grow more successful…then you need to understand the influence of job satisfaction. Employees who feel appreciated and tend to be happier are:

  • cared about by management
  • feel they can be trusted
  • given an appropriate workload

It’s not exactly rocket science that being treated well makes a person happier, but often organizations miss the mark with their attempts to increase employee job satisfaction.

Dream Manager Program

One of the more unorthodox, yet effective strategies at increasing employee happiness is implementing a dream manager program. Matthew Kelly’s book, The Dream Manager, shows how companies can have stupendous results by helping their employees achieve their dreams. A dream manager’s job is quite literally helping employees plan how to fulfill what they desire! This can be anything from helping an employee with their goal of running a marathon to helping an employee learn to make the perfect souffle!

While employees work hard to support company goals, in return, the company is helping them achieve their personal goals. This sends a message to the employees that their interests’ matter and that their lives outside of work matter.  More importantly, they feel valued. In turn, employees have more confidence, are more invested in their work.  They naturally will work harder and become generally happier, feeling more satisfied with their position.

If you’re looking for a way to increase job satisfaction, consider a dream manager program because it’s fun and rewarding. It truly benefits everyone! Furthermore, it’s doable for almost any company, no matter the size. Even small businesses can fulfill small employee dreams and goals.  It’s certainly a worthwhile investment!

 

Showing Appreciation

Showing your employees that you appreciate them should not just be an item on the agenda but a top priority. Recognizing your employees is crucial because they work hard for you every day.  It can also be beneficial for you, increasing workplace morale thus an increase in productivity.

In addition, it builds a loyal team that feels confident to take on more difficult and daunting tasks. Plus, its easy. Showing appreciation to your team doesn’t have to be a big, expensive production. For Example, Back Office Betties appreciates our employees by:

  • Offering a $15 an hour minimum wage.
  • Creating “Flow Time” for our team to unplug and relax by listening to music and taking time out to recharge.
  • Providing a beautiful office fund every year so employees can buy something for their desk, office, etc. (making it their ‘space’).

Get Creative!

However, there is a ton of different ways to show your employees you care about them – be creative! Here are a few ideas that you can explore implementing into your business:

  • Ask for employee feedback by offering a survey. This will tell them that their voice matters and that they are being heard. It also shows them that you as a leader want to meet their needs and provide the best work environment as possible.  
  • Allow them to take extra breaks or longer lunches.
  • Organize a team service project for an organization of your employees’ choice. This is a great way to not only give back to your employees but give back to the community!
  • Simply tell your employees how grateful you are for their hard work in person or through a handwritten letter/card.

These are just a few of so many easy and creative ways to show your employees that you care about them. Never shy away from opportunities to show employee appreciation, you will find that it is very rewarding for them to hear!  Even more so, it’s gratifying for you too!

Building Better Business Relationships

Have you ever heard of the expression, “it’s not about what you know, but who you know”? For entrepreneurs, the people you meet can potentially shape the identity of your business.   You may find the perfect business connection through a mutual colleague, or by you yourself getting out into the community; the point is – you can’t run your business alone.  It is important is to find strong supportive networks, so you can cultivate great business with quality relationships.

A Good Network

While spending time building your network can seem taxing, this can be time well spent.  A Harvard study found that 85% of business success comes from people skills that are used to build relationships. Networking can bring in relationships that are mutual.  Meaning, you do not have to skirt around the intention that everyone is there for a business relationship.  It’s important to exercise the 70/30 rule – spend 70% of your time actively learning about others and how you can connect them within the business and 30% answering questions about you and what you do.  Listening to others and their ideas can be a great asset to your business on ways to improve, bring innovation, and possibly build power-partner relationships.

Be Trustworthy

If you want to build solid business relationships, be ‘you’ are and steer away from a false persona (especially online).  Be willing to accept others as they are and seek out natural connections you make with people.  Look for signs of things you have in common or if your communication is effortless.  Connecting your personality with others can act as a catalyst with your business relationships.

Hiring The Right Employees

Another key to growing your business internally is hiring the right employees.  It is essential to hire workers with diversity that possess different views and opinions.  This will guarantee that team meeting are full of different ideas and solutions to many topics your business will face. During your recruitment phase, a key characteristic to look for is a person having profound respect for diversity and fresh ideas.  Once you have a good team in place, fresh ideas and innovation will come naturally.   In addition, the biggest challenges that come up in your business will feel more untroublesome.

 

Expectations

As you develop professional relationships with others, keep an open mind and try to let go of your expectations.  It’s ok to have a realistic idea of what you seek out of a business relationship, however never assume preconceived expectations of what you want.  There must be mutual respect for what each person does and acceptance of who they are rather than what you want them to be.  In turn, this will create great trust and relationships that are meaningful and profitable.

To building significant business relationships!

Back Office Betties