Connecting with Clients in a Loosely Connected World
•Download as KEY, PDF•
0 likes•445 views
The slide deck from my 2011 presentation to the New York City Bar Association.
Recommended
Recommended
More Related Content
More from Matthew Homann
More from Matthew Homann (11)
Recently uploaded
Recently uploaded (20)
Connecting with Clients in a Loosely Connected World
- 1. Connecting with Clients in a Loosely Connected World by Matthew Homann LexThink LLC
- 2. r. ye l aw a b e u ld s ho ou Y
- 4. LexThink .com innovation: for lawyers
- 5. @MattHomann
- 9. Marketing
- 10. If your clients completely changed tomorrow, how would you react?
- 11. Clients have changed more in the last five years than in the last two decades.
- 13. Clients have changed in ways we never expected.
- 14. Clients have less attention to pay than ever before.
- 15. They expect you to be able to know everything.
- 16. Clients trust ten strangers more than a single friend.
- 17. LEGAL ADVICE
- 18. Your clients compare the service they receive from you to everybody.
- 19. The practice of law depends upon precedents. The business of law does not.
- 20. The regulators aren’t in tune with the times.
- 23. Grow your favorite clients into your best ones.
- 24. What are your core values?
- 25. Do you even know who your best clients are?
- 27. Your best clients aren’t always the ones who pay you the most.
- 28. What work lights your fire?
- 29. What clients like you best?
- 30. The best 3 clients I’ve ever ser ved are:
- 31. Target your best clients with everything you do.
- 34. Don’t bet that bad clients will get better.
- 36. The worst 3 clients I’ve ever ser ved are:
- 37. Give your worst clients the boot.
- 38. What keeps your best clients up at night?
- 39. One thing your clients want to buy from you is more sleep.
- 40. Measure time the way your clients do.
- 41. ... with a calendar.
- 42. The questions I get all the time are:
- 43. Listen better to your best clients.
- 45. Know when your ideal clients need you the most.
- 46. Be certain they think of you when you want them to.
- 48. Never underestimate the value of a nice surprise.
- 49. Do my best clients know they are?
- 51. “Network” isn’t something you do, it is something you build.
- 52. Meeting someone for five minutes does not entitle you to “friend” them on Facebook.
- 53. It takes more time to recover from a weak handshake than it does to learn to give a firm one.
- 54. The most underrated skill to possess at networking events is the ability to end conversations, not start them.
- 55. Never enter a conversation at networking event with more than half a drink in your hand.
- 56. Asking someone "What do you do?" within a minute of meeting someone suggests your interest in them depends on their answer.
- 57. Never "network" to meet people. Network to help people.
- 60. The most underrated networking technology is the telephone.
- 68. Find your peers in the org chart.
- 69. Buy your best clients a virtual lunch.
- 71. How do I get more clients like you?
- 73. Your clients are often more tolerant of novelty than you think they’ll be.
- 74. Don’t be afraid to experiment with new formulas.
- 75. But don’t do these things.
- 80. Learn how to beat your own drum.
- 81. five words seven words five words
- 82. Who do I help? What do I do for them? Why do they need me?
- 83. I help small business owners incorporate their businesses and protect their assets so they can sleep better
- 84. © Matthew Homann 2010 All Rights Reserved
- 85. Questions?
- 86. @matthomann
- 88. Matthew Homann is the founder of LexThink and the author of the [non]billable hour blog. You can reach him at Matt @ LexThink.com or follow him on Twitter @MattHomann.
Editor's Notes
- \n
- \n
- 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
- \n
- \n
- 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
- \n
- 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
- \n
- \n
- \n
- \n
- \n
- \n
- \n
- \n
- \n
- \n
- 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
- \n
- \n
- \n
- \n
- 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
- \n
- \n
- \n
- \n
- 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
- \n
- \n
- \n