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PUBLIC PERCEPTION: THE NEW COIN OF THE REALM BUSINESS LOGISTICS OF THE NORTH POLE
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CHOOSING THE RIGHT CHARITY
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THE CURE FOR ‘CLIENT REPELLENT’ ARE YOU BURNING $100 BILLS?
ARE YOU BURNING $100 BILLS? You know, it’s unfortunate. But we’ve mystery shopped a lot of law firms, and the way most firms handle their phones is tantamount to burning stacks of Benjamins. PICTURE THIS: Instead, they’ll just call the next number, and the next, until they get the answers they need. So if your firm is doing this, then you’re missing out on clients. Instead, you want your
Did you know 80 percent of your Google traffic comes from just five pages on your website? When potentials search Google for legal representation, these five pages are the ones that are most likely to be shown in the search results. Written correctly, these pages act like magnets for potentials. But if they’re written poorly, they act more like “client repellent.” Why is this so important? THE CURE FOR ‘CLIENT REPELLENT’
An emotionally fragile potential finally gets up the nerve to call. The firm answers the call, and this is how it goes: Receptionist: “Law firm of A, B, & C. This is Melissa. How may I help you?” Potential: “Yes, I’m calling about XYZ.” Receptionist: “Oh, Attorney Smith is not here. Do you want to leave a message or call again later?” That’s a deadly error because they’ve taken the time to call you, but now, chances are they will not call back.
admins to answer the phone with the right tone and say the right words to pull the potential into a conversation. That way, potentials feel heard, and your admins can craft their responses in a much more tailored way. For example, you could have your receptionists ask, “Would you mind telling me a few details about what’s going on?” But that’s only part of the picture.
Because as we have said before, you have about five seconds or less to capture a potential’s attention. If you can do that, then what they read on those pages will determine what they do next. However, this is just part of the equation.
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