BUILD. NOT BILLED.
BUI LDING BLOCKS
FROM CLIENT TO CLIENT
When a Little Love Goes a Long Way
P eople do business with those who they like, know, and trust. They especially like doing business with people who show appreciation for their clients, rather than those who treat their clients like numbers or cogs in a machine. No one wants to feel like a cog. There’s an Italian pizzeria near my house I absolutely adore: Frantoni’s. When my family and I visit Frantoni’s, they know our drink orders and exactly where to seat us. They also know that as a family with two young kids, we appreciate it when the rolls arrive on the table sooner rather than later. The staff at Frantoni’s knows us, knows our kids, and knows how to make my family’s evening truly special. We are greeted with hugs and made to feel like family. Because the folks at Frantoni’s have made such an impression on me — not to mention we enjoy their food — they are my family’s go-to restaurant when we want to have a meal out or simply want a pizza night in. They are also the ones I call when I want to cater an informal event at our home. They have my business locked down because they know how to treat me and the rest of their customers. Another example that comes to mind is my experience with Ruby Receptionists, my phone reception service. They have consistently wowed me in the time I have used them. There was one time they called me while I was with my 2-year- old, taking him to an appointment. Well, my 2-year-old really wanted to be in on the conversation. I remarked to the receptionist, “No matter what else I accomplish in life, I have a 2-year-old who loves me.” A week following that call, I received a card in the mail. It was from the receptionist I had spoken to. It turns out, my comment had made an impression, and my 2-year-old had made her day (he is very sweet!). But the gesture with the card had, in turn, made my day. It’s remarkable how much impact a card with a short personal note can have. What’s even more remarkable is this isn’t the only card I’ve received from someone with Ruby Receptionists. I’ve received other handwritten cards from people I’ve spoken to, including not one, but two, handmade holiday cards. These are the kinds of businesses l love to emulate, particularly when it comes to showing appreciation to their clients. It’s about defying expectations, even when the expectations are already high. When you choose a business to work with, you naturally go in with certain expectations. You expect an attorney who holds a law degree and passed the state bar exam to know what they’re talking about and to be capable of providing
you with good service. You can say the same about any business or profession. Simply doing a competent job isn’t enough. For me, I try to show appreciation in a number of different ways. One of my ongoing goals is to be an incredible resource for my clients and anyone who may have questions about their business. That’s why I’ve worked to develop this newsletter, monthly webinars, whitepapers, and other online resources. More than that, I try to point my clients in the right direction even when I don’t offer a specific resource or service. I want my clients to be able to take advantage of the relationships I have with other professionals in the community. More recently, I’ve been rolling out a VIP program for my clients. By the time this newsletter reaches you, you may have already heard from me with the details. This a program that features benefits like the following: • Automatic receipt of any new booklet, special report, or white paper created by Love Law Firm • A guaranteed spot in our monthly Building Blocks: Power Lunch webinars • Subscription to the firm’s monthly Building Blocks newsletter • Free notary service (simply schedule an appointment) • Free family insurance policy review — because it’s not enough to protect your business assets • Free contract review for services related to your family (excluding real estate sales contracts) • Attorney referral services for areas of law that Love Law Firm does not handle (i.e., family law, traffic, personal injury, etc.) • Lost key return program — this is a key fob you attach to your keychain. Lose your keys and my office gets the call. I’ll even pay a reward to whoever finds your keys! • Frequent prize drawings and other goodies
This is just a sample of what I’ve been putting together. I want you to have the very best, and this program represents a step toward that goal. People
expect more from a law firm with the name “Love” in it. Especially in February, the expectations are particularly high. Please know that on Valentine’s Day, and every day, you can be sure I’ll be thinking about you and how I can help you make your business even better.
What happens when an internet personality complains about your company? If you’re Amazon, you make sure the next time they talk about you, they’re singing your praises. ScreenJunkies News is a popular YouTube channel dedicated to media and pop culture. In early November of 2017, the channel streamed a panel discussion that focused on comments from Amazon’s CEO, Jeff Bezos, who said he wanted to pursue video content that would appeal to a broader audience. One of the panelists, Dan Murrell, quipped that he’d rather Bezos make sure the DVD racks he ordered from Amazon arrived on time. This off-the-cuff complaint garnered laughter from the other panelists. They chimed in with their own comments on Amazon’s delivery practices, and one panelist brought up third-party couriers’ inability to find Murrell’s leasing office. When the panel moved on to other topics, Murrell’s Amazon comments were seemingly forgotten — that is, until two days later when ScreenJunkies News streamed another video, during which Murrell shared his experience with a customer service representative who reached out to him. WHAT YOU CAN LEARN FROM THE KING OF CUSTOMER SERVICE
bookshelf, was scheduled to be delivered on time, and they gave Murrell the opportunity to air his grievances about third-party couriers. During the panel discussion, Murrell mentioned that he’d never seen the movie “Lawrence of Arabia,” and the representative told him that Amazon had sent him a Blu-ray copy of the film, free of change. Also, $100 was added to Murrell’s Amazon account. This response may seem over the top for a YouTube joke, but Amazon’s model works. Last year, Jeff Bezos became the richest person in the world, surpassing Bill Gates. The key to Amazon’s success? Don’t wait for complaints. If a package is late, Amazon sends the client a new delivery date. Amazon’s Kindle Fire tablet includes a Mayday Button, which encourages customers to contact around-the-clock support the moment they feel frustrated. And, by reaching out after seeing Murrell’s complaints, Amazon is no longer the company that can’t deliver a DVD rack on time. Now, to Murrell, the other panelists, and the channel’s 1.5 million subscribers, Amazon is the company that makes things right. Who wouldn’t want to do business with a company that takes care of them?
After seeing the first video, the representative said they wanted to rectify the situation. They personally checked that Murrell’s most recent order, a
WITHOUT A PLAN? DID YOU START YOUR BUSINESS
THE SECOND MISTAKE BUSINESS OWNERS MAKE
You’ve heard it before, and you’ll hear it again: The very first thing you need to do is write down a business plan. If you haven’t done so, you absolutely need to do it now. A business plan is essential, and your lack of it will either be the cause of your business’ failure or, at the very least, its lack of growth. • A strategic vision for where you intend to take your business • An understanding of the marketplace in which you operate • An analysis of your chief competitors • A strength and weakness assessment of you and your offering • Sales and expense forecasts and goals • A marketing and advertising strategy • A management plan You need to spend time to put your plan to paper. Now, if you are unwilling or undisciplined enough to complete a business plan, you’ve failed your first test as an entrepreneur, and you should go back to drawing a paycheck. The following are the components of a good business plan.
Some people advocate the idea of a one-page business plan. Again, if your attention span is so short that you can’t write something more than one page about the very venture you’re willing to base your family’s future earnings on, then you might not have what it takes to be a business owner. As a business owner, you are responsible for every aspect of the business. Yes, you can — and should — get help from experts such as attorneys and accountants. You can consult with marketing professionals, IT professionals, and more. But at the end of the day, your business is yours. The reality is, however, most people have never written a business plan. You may find yourself in this boat. Don’t worry! There are a lot of templates and available to help. LOVE LAW FIRM has created its own template and will gladly share it to readers who send an email requesting it. This has been an excerpt of Francine’s book “How To Build An Impenetrable Business: Avoiding 4 Common Mistakes That Can Destroy Your Small Business.” For a free copy, email Francine. LOVE LAW FIRM is here to help you!
Book Review: TOP OF MIND
Y ou want to build influence within your niche, your industry, and your community. It’s something all entrepreneurs and small-
If you’re completely unfamiliar with content development or have tried it in the past only to move on to other things, this book is
business owners have in common. It’s also something John Hall is acutely aware of. That’s why he wrote “Top of Mind: Use Content to Unleash Your Influence and Engage Those Who Matter to You.” John Hall, co-founder and CEO of Influence & Co — a firm dedicated to building influence through content and content strategy — has been helping business owners achieve their goal of building influence for a number of years. Now, his insight is in one convenient book. “Top of Mind” gives you tips, advice, and strategy you can take and apply to your business. It is practical advice that is accessible and applicable to just about any business or industry. It is far-reaching advice, but it’s not over- generalized for the sake of reaching as many readers as possible.
for you. If you have no clue where to start or where to go once you get started, again, this book is for you. “Top of Mind” gives you what you need to overcome these hurdles, and then some. Content creation doesn’t come easy to everyone. When you’re focused on other things around your business, it may not even be on your mind. But it should be. Content is a key aspect of building your brand and establishing yourself as a thought leader. When you get down to it, content is king, and it’s a powerful king, at that — if you know how to create and leverage it. As Hall explains, content is what helps build trust with customers and others within your industry. With trust firmly in place, you can take your expertise and brand to heights you’ve never imagined. If you want to get more out of your business and connect with more people, “Top of Mind” is a book you need to add to your library and read ASAP! Do you LOVE your LOVE LAW FIRM newsletter? Tell us about it for a chance to win $150 worth of spring bulbs and blooms for planting in your garden. Enjoy the beauty of spring with this assortment. Raffle entries are simple — just give us a call and tell us you love your newsletter for one entry, OR post a picture of you with your newsletter on our social media page to receive two entries! The winner will be picked on March 31 Good luck, and thanks for showing us some LOVE.
AROUND THE FIRM
February 19 – Presidents’ Day. Offices Closed. February 28 – Building Blocks Webinar: “Contracts 101.” To attend, register at www.buildnotbilled.com March 6 – Networking luncheon at Havana Central. To attend, register at 516ads.com . March 9 – Offices Closed. It’s My Birthday! March 16 – LIBF Women’s Forum Luncheon. To attend, please contact me.
March 19 – Offices Closed. It’s My Spouse’s Birthday! March 28 – Building Block Webinar: “Choosing A Legal Entity.” To attend, register at www.buildnotbilled.com March 30 – Good Friday. Offices Closed.
ATTORNEY ADVERTISING. The purpose of this newsletter is to provide information about Love Law Firm, PLLC’s qualifications and experience. The information provided in this newsletter does not, and is not intended to, constitute legal advice. Any prior results described in this newsletter do not guarantee a similar outcome. Love Law Firm, PLLC’s distribution of this newsletter is not intended to create, and will not create, an attorney-client relationship with you.
Isn’t it time you learned to love your lawyer?
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A Little Love Can Go a Long Way INSIDE THIS ISSUE 1 2 What Makes Amazon the King of Customer Service?
Another Major Mistake Made by Business Owners
Book Review: ‘Top Of Mind’
Lupo Blu and the Business of Telling Powerful Stories
LUPO BLU HELPING YOUR BUSINESS REACH NEW LEVELS OF BRANDING
Lupo Blu was created with the purpose of helping clients achieve new heights in their branding and content. We’re a boutique media company, specializing in video production, web design, and graphic design. We provide our diverse clientele with personalized and affordable storytelling. It’s about reaching beyond traditional branding to help your current and future customers learn more about you and your business from the inside out. From websites to full-length documentaries, we believe that telling powerful stories is the key to building, retaining, and expanding a vibrant and passionate customer base. For me, I love being in a place to see first-hand the remarkable work our clients do. It’s a great feeling to be a part of the change they are affecting in the world. It is truly inspiring.
in Queens. She made the process incredibly smooth, and since then, she’s helped other arts professionals who I’ve sent her way. Without a doubt, she goes the extra mile. Going forward, I’m excited to see Lupo Blu continue to grow and prosper. We’re in the process of expanding our video production departments in both our New York and Dallas offices. These expansions will allow us to provide even more advanced and streamlined content for our clients as well as for everyone on past projects who I brought on as a trusted collaborator and friend. I’m looking forward to spending more time with these talented individuals and bringing together more powerful stories. –Montgomery Sutton To learn more about Lupo Blu and the services they offer, you can reach them at lupoblu.com, through email at email@example.com, or over the phone at 347-417-5876.
With the help of Francine Love, we were able to incorporate two arts organizations — a production company and a theater company — right here
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