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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.

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.