Connecting with Clients in a Loosely Connected World
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Connecting with Clients in a Loosely Connected World

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The slide deck from my 2011 presentation to the New York City Bar Association.

The slide deck from my 2011 presentation to the New York City Bar Association.

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  • \n
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  • I’m a speaker. And before that a lawyer who ran my own practice for almost ten years.\n
  • My company is LexThink. I have a unique “job” I get to work with lawyers and law firms, \n\nI also get a chance to work with senior executives of big companies as I facilitate their meetings.\n\n\n
  • My company is LexThink. I have a unique “job” I get to work with lawyers and law firms, \n\nI also get a chance to work with senior executives of big companies as I facilitate their meetings.\n\n\n
  • My company is LexThink. I have a unique “job” I get to work with lawyers and law firms, \n\nI also get a chance to work with senior executives of big companies as I facilitate their meetings.\n\n\n
  • I’m also terribly curious. And I make time to exercise my curiosity. \n\n
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  • Big (and sometimes, even little changes) don’t come from asking and answering small questions. How about your clients?\n\nWhat’s the first thing??? Share with your neighbor.\n\nWould you start with yourself, your family, your talents?\n\nI’m suggesting in this talk that you think about your clients.... everything comes from that.\n
  • Undervalue our own ideas\n
  • But, the thing that has changed most is the people.\n
  • When we talk about innovation, everybody wants to talk about how technology has changed. Things that change most are the clients.\n\n
  • Disengaged. Who’s touched their phone in the last 60 seconds?\n
  • And because of search, the location of the information doesn’t matter any more. And they expect to be able to check your work.\n
  • We live in a ratings economy. From Amazon to google, people want (and need) to trust the ratings of others before doing something: strangers validating every decision we make.\nAnd share the result. Why Care About Service???? More money, more fun...\n
  • Second largest search engine.\n
  • But I’m a good lawyer you say. I treat my clients well. I’m competent, nice, etc...\n\nClients have changed....\n
  • As you answer that question: So, I challenge you to ignore “precedent” for a bit. Don’t look to “what we’ve always done.” Instead, think answer this one question:\n\n\n “what other CLE organizations” are doing that? Instead, think about how you (or the firms you work with) can be first/innovative/etc.\n\nFirst mover advantage\n\n
  • Did we use the tools today? Why or why not?\n\nNot limit them...\n
  • At least for this next hour, put aside the “we can’t do that where I’m from,” “We tried that ten years ago and it didn’t work” and “I could really use another cup of coffee” thoughts and open up to a new world of CLE\n\nPopcorn Idea...\n
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  • How can I help this client need me more?\n
  • Heart of COCA Core values ... what we do ... our core, authenticity\n
  • \n
  • Tend to be happy or at least satisfied with the work you do.\n\nYou’re already doing your best work for your best clients...\n
  • Not just about who pays you the most. \n
  • So what makes a best client?\n
  • What clients like you best?\n
  • And here’s what they have in common....\n
  • My premise is simple, and if you remember nothing else about my talk today, remember this. Identify your best clients and build your business to serve them well.\n
  • The best place to start with identifying your best clients is to begin to identify your worst ones. \n\nSeries of Seinfeldian moments... Dating... Man Hands, Close Talker, etc...\nWhat do they have in common? \n
  • Bad clients lie...\n
  • Resist the temptation....\n\nGambling on clients...\n
  • \n
  • And here’s what they have in common....\n
  • Makes room for new, better clients.\n
  • One hour?\n\n\n
  • Don’t ask your clients what they need from you. Ask them instead what challenges they need to solve.\n\nWhat keeps them up at night (pillow slide)\n\nMicrosoft.... Training, outlook vs. make more sales calls.\n
  • Is shorter and more concentrated better? What about asking your speakers to do ten six minute speeches, then stick around for an hour or more of small-group discussions?\n\nIgnite Law.\n
  • \n
  • And here’s what they have in common....\n
  • Ask five things to improve.... While they’re there....\n\nBuild a client advisory panel....\n\nSchedule time to call them....\n\nCall five random clients past and present and do in-depth follow up with them.\n\n\n
  • Ask for a report card from your clients.\n
  • Moment of truth.\n
  • DUI Seminars, grandmas\n
  • How do you serve them so well?\n
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  • Realized there were seven things we ran across, over and over...\n
  • I will give you some examples....\n\nYes, and...\nCritique Framework..\nWe all have simple tools.\n\n
  • Tools to use\n
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  • Send them a virtual lunch\n
  • Tripit\n
  • I know you think I’m nuts, but\n
  • Send them a virtual lunch\n
  • Send them a virtual lunch\n
  • Coffee how do I get more clients like you?\n
  • Coffee how do I get more clients like you?\n
  • Realized there were seven things we ran across, over and over...\n
  • or audience...\n\nwe can’t try that because “they” won’t accept it..\n
  • We infuse creativity in everything we do...\n\nWhat we understood is that creativity (and for us, the arts) is our core ingredient -- but not the only thing. \n\nIn moderation (like salt -- or bacon) makes lots of things better. \n
  • How not to use them...\n
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  • Coffee how do I get more clients like you?\n
  • Provide more white space. \n\nPlaces to work, think \n
  • Provide more white space. \n\nPlaces to work, think \n
  • Provide more white space. \n\nPlaces to work, think \n
  • \n
  • Save time for questions and answers.\n\nSix minute speeches. Top three points.... Be around to answer questions after....\n\nOptimist Example....\n\nIt doesn’t need to be at the end of the seminar.\n\n\n
  • Help your speakers be found. Even if they won’t promote themselves. \n\nShare social media identification, blogs, etc. with your attendees Let them know the speaker after AND BEFORE the presentation.\n\nIf you expect them to do you a favor by speaking, make certain they get some benefit out of it besides their 3-paragraph bio. Add blogs, \n\n\n
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Connecting with Clients in a Loosely Connected World Connecting with Clients in a Loosely Connected World Presentation Transcript

  • Connecting with Clients in a Loosely Connected World by Matthew Homann LexThink LLC
  • r. ye l aw a b e u ld s ho ouY
  • LexThink .com innovation: for lawyers View slide
  • @MattHomann View slide
  • www.nonbillablehour.com
  • Shiny shinysyndrome.
  • Marketing
  • If your clientscompletely changedtomorrow, how wouldyou react?
  • Clients have changedmore in the last fiveyears than in the lasttwo decades.
  • Clients have changed inways we never expected.
  • Clients have lessattention to paythan ever before.
  • They expect you to be able to know everything.
  • Clients trust ten strangersmore than a single friend.
  • LEGAL ADVICE
  • Your clientscompare theservice theyreceive from youto everybody.
  • The practice of law dependsupon precedents. Thebusiness of law does not.
  • The regulators aren’t in tunewith the times.
  • Don’t be chicken.
  • Grow yourfavorite clientsinto your bestones.
  • What are yourcore values?
  • Do you evenknow who yourbest clients are?
  • Your best clientsaren’t always theones who pay youthe most.
  • What work lights your fire?
  • What clients likeyou best?
  • The best 3 clients I’ve ever ser ved are:
  • Target your best clients witheverything you do.
  • Don’t bet thatbad clients willget better.
  • The worst 3 clients I’ve ever ser ved are:
  • Give your worstclients the boot.
  • What keepsyour best clientsup at night?
  • One thing your clients want tobuy from you is more sleep.
  • Measure time theway your clients do.
  • ... with a calendar.
  • The questions I get all the time are:
  • Listen better toyour best clients.
  • Give yourself agrade.
  • Know when yourideal clients needyou the most.
  • Be certain theythink of you whenyou want them to.
  • Speak to theirinfluencers.
  • Neverunderestimatethe value of anice surprise.
  • Do my best clients know they are?
  • “Network” isn’tsomething you do, it is something you build.
  • Meeting someone for fiveminutes does not entitle youto “friend” them onFacebook.
  • It takes more time to recover from a weakhandshake than it does to learn to give a firmone.
  • The most underrated skillto possess at networkingevents is the ability to endconversations, not startthem.
  • Never enter a conversation atnetworking event with morethan half a drink in your hand.
  • Asking someone "What do you do?" within aminute of meeting someone suggests yourinterest in them depends on their answer.
  • Never "network" to meet people. Network tohelp people.
  • The most underratednetworking technology is the telephone.
  • Find your peersin the org chart.
  • Buy your bestclients a virtuallunch.
  • SendThanksgivingcards.
  • How do I getmore clients likeyou?
  • Your clients are oftenmore tolerant of novelty than you think they’ll be.
  • Don’t be afraid toexperiment withnew formulas.
  • But don’t dothese things.
  • Learn how tobeat your owndrum.
  • five wordsseven wordsfive words
  • Who do I help?What do I do for them?Why do they need me?
  • I help small business ownersincorporate their businesses and protect their assets so they can sleep better
  • © Matthew Homann 2010 All Rights Reserved
  • Questions?
  • @matthomann
  • www.nonbillablehour.com
  • Matthew Homann is the founder ofLexThink and the author of the[non]billable hour blog.You can reach him at Matt @LexThink.com or follow him onTwitter @MattHomann.