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Practice Better. Be Enchanting.

Learn How to be Enchanting to:

  • Get the best clients
  • Build a profitable practice
  • Achieve perfect work-life balance
  • Create a vibrant community of raving fans who happily
    spread the word about you and your services!

Customer Service

Customer service extends far beyond the realm of retail and technical support. As an attorney, it is especially important to provide upstanding service to all clients in order to build strong, long-lasting relationships. Your clients are relying on you for legal expertise, but the relationships you build with them through great customer service is what’s going to keep them using your legal skills, and maybe even recommending you through word-of-mouth to grow your clientele. By abiding by a few simple practices, you can increase your credibility as a compassionate attorney that makes the priorities of his/her clients of the utmost importance.

Be Attentive:

We all want the best possible service when conducting any sort of business with an associate or entrepreneur, but when it comes to legal matters, it is especially important to listen to the needs of your client. Take the time to fully understand each and every client’s particular situation. This helps two-fold, as it emits trustability in your expertise and also allows you to provide the best quality legal services by knowing your client’s matters more intimately.

Be Tenacious:

Showing your clients that you’re tenacious with a high work ethic lets them know that they entrusted their legal case with the right attorney. Those who may be vulnerable during a lengthy legal process will want to know their lawyer will do what is required for their case with enthusiasm.

Ability to Deliver Bad News:

No one wants to receive bad news, but if you have to give your client bad news regarding their case, find a way to deliver it in a more positive and personal manner. Positive language can go a long way towards framing a negative into something that might not be positive, but is a little more palatable. Delivering bad news in a negative manner will almost always solidify that a client will not inquire about your services in the future.

‘Yes’ is Powerful:

Being able to say yes to your client after having to say no is a powerful thing. This can be especially helpful when you’ve had to deliver bad news.  Look for other ways that you can help the client to let them know that you weren’t able to provide an ideal outcome, but will do whatever you can to ease the blow of the situation.

Great Treatment:

If you have staff, such as a receptionist or legal assistant, you’ll want to also offer fair treatment to your staff.  The service they offer also reflects upon you, so keep your staff happy!

Long-term Commitment:

When approaching a client, it’s important to remember that the case they are presenting you with may be just a small portion of your day and may be resolved relatively quickly, but offering attentive service is working to create a lifelong relationship. Treat every single client as if their interaction with you is your highest priority for the day.

Know Your Clients:

Every individual and every case is different, so personalize your service to adapt to everyone’s specific needs.  Sending out holiday or birthday cards is also a great way to make clients remember the services you provided and help keep you fresh in their mind for future legal consideration.

Get Feedback:

As an attorney, you’re not too important for feedback.  Learn what your clients appreciate most about your legal approaches and what they disliked when it comes to things that you can improve upon.

A satisfied client is likely to tell about three other people about how wonderful your legal service was to them, but an unsatisfied client is likely to shout from the rooftops about how bad their interaction was with you. In the legal world, it’s impossible to keep everyone happy all of the time, but going the extra mile when plausible can improve your odds for client satisfaction and retention. When in doubt, STAY ENCHANTING!

Have a comment or question regarding this article or any other aspect of marketing your law firm? Please don’t hesitate to contact me!


Many firms find themselves able to locate and contact clients successfully, and it is easily the first step for any firm looking to raise its stock and prestige. Where many firms fail, however, is in client retention, and they lose many of these clients through poor maintenance of relationships and lackluster communication and customer service. Lawyers and legal aides are trained to provide expert legal services, but many have not been trained in or lack certain communication and customer service skills. Former Harvard Business School professor David Maister has suggested that a lawyer’s personality and training are impediments in and of themselves to better service… but the natural tendencies can be overcome.

Provide/Seek Training:

Whether you start here, or with what you know, provide customer service training to all of your employees at the firm. You can’t expect results without putting in the work.

Present and Plan Projects Early:

Upon the receiving of a quote request or a brief, quickly and clearly outline the project. This will help both parties establish expectations early, and allow for the establishment of a timeline that will set you up for regular communication.

Listen to your Client:

In legal services, you generally find yourself in a dominant position and often anticipate responses while communicating with a client. One-sided communication is an easy mistake to make, but if you listen to your client, they are more likely to trust that you know them and understand their issue. Clients who are familiar with their legal counsel and trust them are more likely to open up and seek services.

Promptly Respond:

Even if you don’t have the answer yet, assure clients that you’ve received their email, voicemail or other communication and will respond with an answer as soon as you have one. This can help build a client’s confidence in their legal counsel.

Be a Human Too:

In the event that you have to deliver any sort of bad news to a client, turn off your legal persona and give the client time to react and reflect. They are likely going to be unable to process the complexities of the legal system until they’ve regained composure, and your compassion and patience can facilitate better decisions and relations.

Log out of your Email:

Many of those in legal services communicate primarily through email and the occasional phone call, but providing a more personal service and communication to a client, especially with good news, can go a long way in building long-term client relations. Try using Skype for video calls or schedule more in-person meetings.

Be Persuasive:

Whether through your speech in person, your email responses, or your online presence and website, your clients are always judging and evaluating their confidence in you. Creative use of web design and professional looking digital communications can impress clients and help build your network through maintaining current clients while attracting new ones.

In a nutshell, no client wants to feel neglected, misunderstood or of lesser importance; especially during what could end up being a potentially lengthy and emotionally exhausting legal process. Consistent communication from start to finish is essential for retaining a loyal clientele, all while allowing the ‘buzz’ get out that your office is the compassionate and dedicated firm that perspective clients are looking for. For a more in-depth look into the many facets of networking that you should be implementing for your law firm, click here!


Tons of companies benefit from a YouTube channel, even if a company doesn’t generate its revenue from the video sharing website. Each day, Americans cumulatively watch enough content to equal 8,000 years’ of viewing. People upload 100 hours of content to the gigantic video sharing website every minute. Yet, only 9 percent of small businesses take advantage of these meteoric statistics.

As an attorney, here are a few ways you can tap into YouTube as a way to market your services and highlight your practice to a wider audience.

Show and Tell:

Many people understand and learn things when they are shown particular concepts while someone tells them information. Videos are the perfect way to do that with both visual and audio. As such, videos create a simple way for attorneys to connect with potential clients who may seek their services. Attorneys can also use YouTube videos to break down difficult concepts into easily digestible tidbits.

How to Start a YouTube Channel:

A YouTube channel is, essentially, an account through Google. Create a Google+ account for your law firm. Then link that account to YouTube. Your channel name can be your law firm’s name so people can easily find it. Play around with the settings to determine the look that works for your channel.

Creating Videos for Your Firm:Youtube

You don’t necessarily have to purchase expensive equipment to create videos. Many video cameras and microphones that plug directly into a computer cost less than $100 each. You can sit in front of the camera explaining a statute of limitations, or you can take the show on the road and interview medical experts who explain workplace injuries. You can get as creative as you want to with a video.

One thing to add in post-production is your law firm’s web address and email/phone number along the bottom of the screen. That way, anyone who sees the video knows how to get in touch with you.

Make sure to include a call-to-action towards the end of your video, such as “If you have a legal question or an issue that our law firm can help with, give our office a call or send us an email.” A call-to-action implores anyone watching to get in touch with your firm.

As you upload a video, add hashtags and search tags to the video to make it more searchable through Google. If your video focuses on probate law and estate planning, include that in the title of the video and the tags that you fill in as you upload it to YouTube.

After Uploading Your Videos:

Make sure you announce the new video on your social media channels and your website’s blog. Even though you post the video to your own website, YouTube has its own search that makes your law firm more visible to potential clients. The more you post the YouTube link through social media, the more coverage it gets through Google searches.

Eventually, your law firm builds subscribers through YouTube, but that may take a while. That’s why it’s important to create relevant, high-quality content on your channel on a regular basis.


Check out these examples of attorneys who have successful YouTube channels. Gerry Oginski, an attorney from New York who specializes in medical malpractice and accident injuries, has more than 2,000 subscribers and more than 2,100 videos posted to his channel. Jonathan Ginsberg, a Social Security/disability lawyer based in Atlanta, has nearly 2,400 subscribers with 160 videos.

Poke around either of these channels to see what makes them successful. Click on “Videos” to see the videos sorted by the most recent ones first. Click the “About” tab to see links and contact information that each law firm posts on the channel.

The sooner you become active on YouTube, the sooner you can expand your digital reach and engage with potential clients. It may seem like a lot to get started, but once you begin posting videos to YouTube the easier the process becomes. To check out an ‘Enchanting’ example of an attorney YouTube page, visit mine by clicking here!


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“What I really like to do is help people get better at the tiny disciplines that it takes in order to make people say yes to you”– Matthew Kimberley

Matthew Kimberley is a speaker, author, and entrepreneur who thrives on helping solo and small to medium size businesses turn leads into actual sales. According to Matthew, marketing doesn’t get clients – it just calls attention, it’s what you do next that gets clients. In today’s show, Jacob and Matthew talk about what it takes to be a great salesperson, the use of urgency and scarcity in sales and the importance of building rapport.


It’s all well and good doing great marketing, but it’s what you do with the lead or when someone walks into your office that is important in getting a sale.This is the theory that Matthew Kimberley  teaches to solo, small and medium sized businesses, and this is why he is such as successful entrepreneur, speaker and author. There are a number of factors involved in being a good salesman and in today’s show, Matthew and Jacob discuss some of these factors, the effectiveness of scarcity and urgency in sales, and why businesses shouldn’t be begging potential clients.

“I believe that when you can sell, you are free”– Matthew Kimberley

[click to continue…]

Local Search

If you want your website to get found more easily in a local search, you will have to do some work on the way you market and advertise what you have to offer. Keywords for your attorney services make a lot of sense, but you also need location-specific options so people who are looking for legal services close to them can quickly find you. If your competitors get to the top of the search engine rankings first, you could lose a lot of local business. Here are five ways to start addressing this problem.

1). Create and Submit a SitemapLocal Search

You can submit a sitemap to most search engines. Google, for example, has a search console you can access which will allow you to get your sitemap into the search engine’s hands quickly. That can help people to find your site fast, so you can get their attention and stay up with your competition.

2). Be Sure Search Engines Know What Your Site is About

This is where good SEO comes in. Not only are the search engines trying to figure out what your site is about, but also what searches would be right for displaying your site in results. If you don’t have appropriate local SEO phrases, the search engine isn’t going to show your website to people when you really want it to.

3). Add Your URL to Be Indexed

Even after you complete and submit a sitemap, you also want to submit your URL. Search engines use bots to crawl the web and find new sites, so your site will get indexed eventually. For most companies, though, eventually isn’t when they want clients to be able to find them. To get found faster, let search engines know that they need to index your site.

4). Get Involved in Ads

Ads on search engines aren’t free, but there are some good deals to be found. With the right ads that target local clients, what you have to offer will be advertised more easily. Search engines generally have a webmaster dashboard or other webmaster tools area where you can sign up for ads and create different size options to get your message out to your prospective clients.

5). Add Great Content and Make Your Site Visually Pleasing

Your site should look great and be easy to navigate throughout. Even with good SEO, you still want to put quality content on any site you create. Your search results also depend on the consistency of your posted content. Sites that routinely load fresh and relevant content in a consistent manner always appear the highest in local searches. Visitors can then see that your mention of the local area wasn’t just thrown in for ‘click bait’ and that you can actually provide relative and helpful information or services.

Although it may take some tender love and care for a while to gain the search results you desire for your law firm, it all becomes worth it in the end when your inbox is overflowing and your phone is ringing off the hook from prospective clients. People WANT to find you for your services, so let’s make it easier for them! If you would like to learn more about your options for investing in paid advertising to boost your SEO through Google AdWords, click here.