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Law Society Gazette

Archive for July, 2012

1001 Days To Save High Street Solicitors

Thursday, July 12th, 2012

I watched the most enjoyable school play I have ever endured last night. I was not expecting to enjoy it, far from it. I have so say that I am always a little reluctant when it comes to school shows and plays. The idea of sitting in small chairs in a hall that is too hot to catch 10 seconds of my son or daughter doing something has always generally filled me with dread. I am not a great theatre lover generally, so it is nothing personal against the young ones, just the way I am. Well, until last night that is, when I watched the funniest school play I have seen and genuinely enjoyed it.

The tale of Scheherazade was great fun.  Scheherazade decides to marry the Sultan of her country, despite the fact that he has every woman he marries executed the morning after their marriage. She wants to do it because she has an idea that could save hundreds of other women being needlessly killed. On the first (and possibly last) night of her marriage, she starts to tell the Sultan an amazing story. She is such a good story teller that the Sultan is intrigued. She is still telling the story the next morning when the Vizier arrives to receive the usual instructions for the executioner.  Scheherazade’s sister who is also listening to the story (two’s company…) exclaims that if  Scheherazade is executed the Sultan will never hear the end of the fascinating story. He agrees and after a minute’s thought tells the Vizier to return at the same time the next morning to be given the instructions to kill Scheherazade (the Vizier’s daughter). The next night she finishes the story and starts the next one. The following morning the Vizier returns and again Scheherazade has not yet finished the story, so the sister pleads that she be allowed to live another day to finish the story. The Sultan again agrees, telling the Vizier to return the next morning for his instructions. This continues for 1001 nights, until Scheherazade finally runs out of stories to tell the Sultan. However, by this time the Sultan has become ill and fallen into a trance/coma. Scheherazade is approached by a Genie and granted one wish, which she decides to use to make the Sultan well again. Instead of ordering her execution, he is so happy to be well he orders a party to celebrate his marriage to Scheherazade for the rest of his life. Her plan to save everyone has worked!

Whilst I was watching this excellent play I thought what a great tool this would be for me to have in my marketing armoury and to use for solicitors across the country. I am on a mission to save High Street Solicitors and want to succeed in my mission. Maybe I should do what Chris Moyles did when he declared himself ‘The Saviour of Radio 1′, and declare myself ‘The Saviour Of High Street Solicitors’. What a great tool to have at my disposal if I could threaten each of my clients with execution if they did not take the marketing action every day that I know will produce fantastic results for their practice. They would only avoid execution if they competed a thirty minute marketing activity that I set for them each day. Failure to do so would lead to extreme measures. The next day when I called to check in on them, my finger poised on the red  button, I am sure I would be met with the confirmation that the task had indeed been performed. I would then set a new marketing task, failure to comply with leading to the red button being pressed. On checking in the next day, the task would again be completed. I would continue to do this for 1001 days, by which time the solicitor would have so many clients that his practice would be hugely successful and I will have saved another High Street Solicitor (or the red button will have been pressed at some point). Onto the next I would move.

It might be extreme, but I know it would work. 30 minutes marketing activity every single day will save every High Street solicitor in need of more clients. If I can persuade you and 1001 other solicitors to take this action I will indeed be crowned the Saviour Of High Street Solicitors. Will you take the 1001 day challenge with me please?

Author: Nick Jervis

A Funny Thing Happened Yesterday…

Friday, July 6th, 2012

A funny thing happened to me yesterday, and with the launch of our legal newsletters service yesterday I could not have timed this any better.

As with any marketing advice I provide to my paying clients, whether through Marketing4Solicitors or retainer consultancy work, I have tried every method that I advise them to use. So when I tell you to use newsletters to grow a prospect database and to ensure that they do not forget that you are there and what you can do for them, I use newsletters for the same purpose in my business. I send my marketing newsletter out regularly and most importantly of all consistently, so that when a solicitor finally reaches the point where he or she realises they need help with their marketing, I am in the enviable position of being only one of one marketing consultants that they would like to work with.

So what was the funny thing that happened? Well, a solicitor received one of my marketing newsletters yesterday and at the foot of it there was a link to a page which explains everything there is to know about my Marketing4Solicitors service. I will share the link with you too at the foot of this article, but I want you to hear the funny thing first. Whenever someone joins Marketing4Solicitors I like to login to my database and see when they first found me and came onto my database. In doing this yesterday I discovered that solicitor who clicked the link and joined my Marketing4Solicitors service had been receiving my email marketing newsletters for two years and six months! Two years and six months of hearing from me more or less every single week (barring Christmas etc). It has taken two years and six months for him to be in a position to feel that the time is right to try Marketing4Solicitors. If I had just sent one email and hoped that would be enough, he would have slipped through the net. If I had sent one a month for a year but then gave up, again he would have left me without trying any of my services. By regularly communicating with him for 30 months I have achieved a sale which I would not have otherwise achieved. When you add to this the fact that there are around 2,000 solicitors on my email marketing database, you can perhaps see how beneficial my marketing newsletter is to my business. I promise you this, I would not be without it (and might not have a business if I did not have my email newsletter).

And this is great news for you. You too must have an email newsletter and must send a communication to your clients at least once a month. If you do this consistently, week in week out, people who you add to your database will come back to you and you alone the next time they need a solicitor. They will not be calling around three or four solicitors that they have found online. They will just be calling you, and as long as you quote a reasonable sum, they will ask you to help them. A legal newsletter builds trust and proves expertise beyond any other form of marketing. I would not be without my email newsletter, you should not be without yours. Have you got one? If you do not, fill in the form below to find out how I can help to make this a very thing for you to do.

The link to Marketing4Solicitors as promised:>>

Author: Nick Jervis

Legal Price Comparison Websites And High Street Solicitors

Thursday, July 5th, 2012

The Law Society Gazette last Thursday lead on the front cover with a story about how CompareLegalCosts.com has attraced £500,000 in funding to help it grow. If you do not know already, CompareLegalCosts.com sends up to five fixed price quotes to consumers requesting help for private or business legal services. Should you be worried about this type of comparison legal site, or clamouring to sign up?

There is so much fear in the legal services market place at the moment and it seems to drive some solicitors to distraction, others to sign up for every type of new service promising unlimited clients forever, and some to ignore everything and keep doing what they have always done. Which camp do you fall into? If it is the last category, I very much worry for you. Doing what you have always done nowadays is certain to lead only to a reduction in new client instructions, unless what you have always done is have at least 10 different methods of winning new clients which you constantly and persistently develop. However, if what you have always done is just to ‘be there’, now would be a really great time to change that.

A Solid Marketing System Negates Pricing Arguments

If you develop a solid marketing system, meaning that you regularly communicate with past and existing clients, you really can generate as many new client instructions as you need. Of course this takes some time and effort and energy, but the consequences of failing to do this are almost guaranteed failure for your law firm in the future.

If you do not know what to do, or how to get away from the pricing nightmare where you believe that every client only wants the lowest price (as disproved by myself many times with many of my clients, and the American Express survey published on yesterday’s law firm marketing blog), you should download my free 8 Ways Guide at the foot of this page. Then you can see how I encourage you to set up simple marketing systems that ensure when a client asks you to help you with a legal issue, they are only asking you and not shopping around. This is the best and only place to be when it comes to marketing general legal services or High Street Solicitor services.

Take the action I suggest and you will not need to go on Legal Price Comparison websites or other websites offering quick fixes (at significant cost).

Do you agree? Please leave your comments at the foot of the page and I WILL answer them personally.

Author: Nick Jervis

It Is Never About The Price Of Your Legal Services

Wednesday, July 4th, 2012

I always say if you are not selling enough of your legal services and you think it is solely down to pricing, you are wrong. It might be due to poor or inconsistent marketing, lack of applied thought or effort to the sales process, or general disinterest in sales, but it is not about your price.

It is always helpful when evidence supports my argument, so I was pleased to see that a UK survey by the American Express Global Customer Service Barometer confirmed that 61% of those surveyed said they would be prepared to pay more for excellent customer service.

Perhaps more importantly for High Street Solicitors, 81% said they believed that locally owned businesses provided the best customer service experience. So if you were scared of Quality Solicitors, Co-Op Legal Services or any of the newcomers, you can now rest easy. Well, almost.

Put in place marketing processes and systems to communicate with old and new clients consistently, and you will produce all of the clients you want and need AND be able to sell your services at the prices that you want to achieve for them.

Do you agree? Please leave your comments at the foot of the page and I WILL answer them personally.

Author: Nick Jervis

How Solicitors Can Compete With Cheap Will Writers And Other New Entrants To Wills And Probate Market

Tuesday, July 3rd, 2012

I am sure I do not need to tell you, but if you are a Will writing Solicitor, you have a lot more competition to contend with than perhaps solicitors providing other legal services. You see Will Writers advertising their services for £19 or £39 a time, but you know that this is the door opening price. Where Will Writers are usually much better than solicitors is in selling their higher priced Will writing services. So a £19 or £39 Will actually becomes a £300 or £1200 Will with Lasting Power Of Attorney.

So how can you compete with Will Writers and charge a reasonable price for your Will writing services? Well, it is easy in many ways, but easy does not mean that it does not take some consistent effort (which all marketing requires to provide you with a steady stream of new client instructions).

Let’s Tackle The Pricing Problem

I thought it would be worth tackling the elephant in the room to start with. If we fail to do this it could become awfully messy in here. So I am going to drive straight in and tackle it head on. Please remember the purpose of this article is to help you charge more for your professional Will writing services, so I am on your side. However, I have to tackle some issues which you may not initially agree with, but I urge you to stick with me.

Pricing is only an issue if you are selling your Will writing Services to someone who has never heard of your business before. However, even then you can still sell your services for premium prices, but only if you take the time and trouble to do so. Whilst you might not agree that this is the case, I know it to be so. I have worked with Solicitors who charge £70 for a Will, and solicitors who charge £300 for a single Will. Price is rarely an issue in either case.

I worked inside private practice for 14 years. I have been running my legal marketing consultancy since 2003, so I have heard every pricing argument under the sun. I have the most pricing arguments with Will writing solicitors and conveyancing solicitors who always assure me that selling their services is solely down to pricing. I have proved many of them wrong (the ones who were prepared to learn and change), but failed to convince others who then carry on to run unprofitable departments until the firm closes down, closes down that department, or employs someone who is more open minded to pricing.

If everything was solely sold on price, there would be no Rolls Royce cars (everyone would buy a Ford), no luxury Yachts (everyone would swim), no Waitrose (everyone would shop at Lidl) and no Solicitors (everyone would use a Will Writer instead). Price is not the problem, how you promote your Will writing services in a legal practice is the issue. If you are still reading at this point, thank you, I can now reward you by explaining how you can sell your services for a fair and reasonable price.

1. Sell To Your Existing Clients And Email MarketingList

The biggest reason that most people fail to sell their Will services for a reasonable sum is because they fail to generate new instructions from existing clients and their friends and family. The main reason that they fail to do this is because they do not in any way, shape or form, keep in touch with their clients old and new.

If a client uses their service, once they have completed the process (whether it be a Will, a conveyancing transaction, a personal injury claim or a business transaction if the firm offers commercial services), the solicitor never communicates with them again. This is an almost fatal business mistake, and one that when I correct it for a solicitor means that they rarely have quiet months again and that they can charge a fair price for their Will writing and other legal services.

This is what one of my Marketing4Solicitors members said when he finally gave in to my constant advice (nagging) that he should keep in touch with his old clients far more frequently:

"I finally took your advice and sent an email to my client database today before lunch. I came back one hour later and already have 6 new Will instructions!"

Jonathan Tyler, Seth Lovis & Co

If you do not yet have an email marketing database, there is simply no excuse anymore. It is simple to set up, incredibly cheap, and very easy to use. Download my 8 Ways To Win New Clients Free Guide at the foot of this blog post and I show you which software I use.

2. Quoting Professionally

In the first example I showed you how fantastic a tool email marketing can be for your practice. In this second stage, I tell you why using email can be fatal to your chances of obtaining a good price for your services (quite the contrarian, aren’t I?).

This is how most solicitors deal with enquiries for their Will writing services (based on speaking with over 100 Will writing solicitors):

  • Telephone enquiry for their legal services
  • Explanation of their services and charges
  • An email quotation (if lucky)
  • NOTHING ELSE

For fear of making this blog the length of a published book, I can’t go into the detail of all of the other steps that absolutely must be taken to provide a professional quotation, but I can assure you that this is a million miles away from an acceptable standard if you really want to obtain a reasonable price for your services.

You can buy my Client Conversion ToolKit for a nominal sum if you want to fix this problem, but please do not miss the point here.

Emails are incredibly easy to ignore. If I am choosing a professional service provider and being asked to pay £100-350 for a basic Will, do you think it is really enough to sell that service with one phone call and one email?

I often find that it is worth looking outside of the legal profession to learn some sales skills (sorry, I know solicitors hate to use the ‘sales’ word, but that is what we are talking about here), so how about selling double glazing. A nice comparison I think you will agree, but please do not miss the point. I asked for some quotations from a local business I know quite well because the owner used to live opposite me. They came out and measured, provided an email quotation the next day, but then more importantly a written quotation with a nicely bound brochure including examples of their work, happy customer testimonials and all sorts of information confirming their expertise in fitting the best double glazing in and around Bristol. All of that for double glazing, and most solicitors only send one email to quote for their professional services. Is there anything you can learn from that?

3. Requesting Referrals

The next thing that you absolutely must do if you are looking to obtain reasonable rates for your Will writing services is to request referrals from your clients. If you receive referrals from already satisfied clients, price is definitely not an issue. If a client is recommended to you by a close friend or family member, they will not be carrying out the usual ‘ring around’ that usually happens. They will ONLY be calling you, so if you present well to them, and follow the steps in point 2 above, price will rarely stop the transaction from proceeding.

So if referrals are so good at generating instructions at a fair price, why do so few Will solicitors obtain them? Well, usually it is for two main reasons:

  • Failing to ask for them
  • Failing to have a system that ensures they regularly request them

If you want more Will instructions, you need to ask for referrals, and you need to have a system in place to make sure that all of your staff request referrals in the same way and at the same times. I hope you notice that I said times, not time. If you ask for a referral once, you have a chance. If you ask for a referral several times, you have more chances. Most people need to hear something three to seven times before it sticks. You need to come up with a method that ensures you request referrals regularly and relentlessly. It is one area I have covered several times for my Marketing4Solicitors members, including providing them with the exact question to ask and when to ensure that they obtain as many referrals as possible.

Summary

It is absolutely possible to charge fair and reasonable prices for your Will writing services, even when you are competing against Will Writers quoting a front leading price of £19-39 for a Will. The reason that they consistently sell Wills for more than the quoted price, and often in excess of £1,000, is because they have a system in place and are not afraid to sell. You do need to adapt some of their methods and have your own system in place and accept that you too have to do some selling.

It is your duty to ensure that people who need a Will choose a solicitor over a Will Writer, as you no doubt believe it is only then that they will receive the best service possible. If you accept this to be true, you must also accept that to fail to sell your services to clients in need of a Will is tantamount to negligence on your part, is it not?

Questions? Don’t Agree With Me?

Post your comments in the comments box at the foot of this page and I will gladly respond to you.

Author: Nick Jervis

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