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Cals Pro 09 Presentation

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CALSPro Presentation by Adam Camaras

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Cals Pro 09 Presentation

  1. 1. Professionalism and Marketing How to Keep your Customers Coming Back ServeNow.com & ProcessServers.com Adam Camras, Co-Founder
  2. 2. <ul><li>Good News & Bad News </li></ul>
  3. 4. Collier County, Florida
  4. 5. Good News <ul><li>We Can Fix This </li></ul>
  5. 6. Who are we? <ul><li>Launched our first legal directory in 2001 </li></ul><ul><li>ServeNow.com launched in 2004 </li></ul><ul><li>PInow.com launched in 2005 </li></ul><ul><li>Acquired ProcessServers.com </li></ul><ul><li>Serve Report Newsletter </li></ul><ul><li>ServeManager in 2009 </li></ul>
  6. 7. Professionalism Basics <ul><li>Honesty </li></ul><ul><li>Telephone </li></ul><ul><li>Customer Service </li></ul><ul><li>Branding </li></ul><ul><li>Sales / Marketing </li></ul><ul><li>Technology </li></ul><ul><li>Social Media </li></ul><ul><li>Checklist </li></ul>
  7. 8. <ul><li>Garner Trust by Being Honest </li></ul>
  8. 9. Telephone Basics <ul><li>Answer the phone! </li></ul><ul><li>Roll over lines </li></ul><ul><li>Forward calls to cell phones </li></ul><ul><li>Phone etiquette </li></ul><ul><ul><li>“ Hello” vs. “XYZ Process & Investigations how can I help you” </li></ul></ul><ul><li>Get a business line </li></ul><ul><li>Toll free </li></ul>
  9. 10. Customer Service <ul><li>Anyone is a potential customer </li></ul><ul><li>Respond to all inquiries in a timely manner </li></ul><ul><li>Fix your mistakes, don’t hide from them </li></ul><ul><li>Disputes </li></ul><ul><li>Difficult customers </li></ul><ul><li>Treat your customers the way you want to be treated (Customer is always RIGHT) </li></ul><ul><li>Know when to hire help </li></ul>
  10. 11. Corporate Identity <ul><li>Logo </li></ul><ul><li>Business Cards, Letterhead, Envelopes, Fax Covers, Invoices, Advertisements Affidavits, Reports, Web Sites and Giveaways </li></ul><ul><li>Anything else that has your company name </li></ul>
  11. 12. Branding <ul><li>Consistent Message </li></ul><ul><li>Your Office </li></ul><ul><li>Employees </li></ul><ul><li>Appearance </li></ul>
  12. 13. Who Would You Rather Have Representing Your Company? Umm… I need to… like… pick up some papers or something
  13. 14. … or, this guy? Good afternoon sir. I am from ZYX Process Service and I’m here to pick up your papers for filing and service.
  14. 15. Advertising Budget <ul><li>“ If you're in a services business, you might want to bump your starting point to 8%… I've seen companies spend upwards of 15% when warranted—especially young companies that need to invest to build their brand.” </li></ul>What Should You Spend on Advertising? February 2009
  15. 16. Sales / Marketing <ul><li>BAM (Be a Marketer) </li></ul><ul><li>Networking and Associations </li></ul><ul><li>Ask for feedback from your customers </li></ul><ul><li>Up-sell your services </li></ul><ul><li>Ask for referrals </li></ul><ul><li>Compete on service not price </li></ul><ul><li>Stop Serving Papers </li></ul><ul><li>Marketing Effectiveness </li></ul>
  16. 17. Technology <ul><li>Web-based email </li></ul><ul><li>Domain name in email </li></ul><ul><ul><li>[email_address] </li></ul></ul><ul><li>Have a professional web site </li></ul><ul><li>Use software </li></ul><ul><li>Have a smart phone </li></ul><ul><li>Backup your data </li></ul><ul><li>Be receptive to change </li></ul>
  17. 18. Social Media <ul><li>Linkedin </li></ul><ul><li>Facebook </li></ul><ul><li>Twitter </li></ul><ul><li>TweetLaw </li></ul>
  18. 19. Community Outreach <ul><li>Legal Events </li></ul><ul><li>Business Events </li></ul><ul><li>Political Events </li></ul><ul><li>Reach out to Legislators </li></ul><ul><li>Start a Company Blog </li></ul><ul><li>Stay Informed with RSS feeds </li></ul><ul><li>Share Your Importance and Expertise </li></ul><ul><li>Do Not Stop Learning </li></ul>
  19. 20. Professionalism Checklist
  20. 21. Thank you. Questions? <ul><li>Contact: </li></ul><ul><ul><li>Adam Camras | (877) 737-8366 x84 </li></ul></ul><ul><ul><li> acamras@serve-now.com </li></ul></ul><ul><ul><li>Mike MacDonald | (877) 737-8366 x83 [email_address] </li></ul></ul><ul><ul><li>Trent Carlyle | (877) 737-8366 x85 </li></ul></ul><ul><ul><li>[email_address] </li></ul></ul>

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