Blessed with an unstoppable 28-year friendship, we have lived most of that time hundreds of miles apart.  It had been years since we’d had any “galfriend” time together.  Yes, there was a wedding in between our last “reunion” and this one.  Joyous as weddings are, however, their emphasis naturally centers around group celebrations and not on orchestrating one-on-one time for old friends …. and, chances for extended visits are even more rare at weddings if your best buddy happens to be the mother of the groom.

All of a sudden, there she was standing in the hotel’s busy lobby.  In spite of all the hustle and bustle, noise, comings and goings of busy folks…I saw only her.  It was as if not a single day had passed since our last visit.

We shared as only the best of friends can do. Lots of laughter and occasionally a tear or two.  We pondered and enthusiastically attempted to solve the world’s problems.

We talked lightheartedly, seriously and reminiscently and almost nonstop for we knew our time together was all too brief.  From time to time, we sat peacefully with no chatter.  Being silent together is easy for us… something that seems almost impossible to do with many other people in our lives.

We walked miles down Savannah’s cobble-stoned and bustling riverfront and through its colorful and always mystical historic district.  We shopped and found my “magical” shoes — magical, of course, only for reasons known to two buddies sharing a silly and fun moment together.

We savored (and stretched) our dining hours to the fullest. Savannah’s known for its diverse and wonderful food choices, but its’ culinary specialties are not what made our meals deliciously memorable.  Our friendship enriched every step we walked, every bite eaten, every single moment of new and treasured memories made.

It seemed like the 3 days and two nights we reserved for the two of us were over before they ever got off the starting block.  That’s what happens when we’re doing work or personal things that we love…so easy to lose track of time and it flies by at undesired, supersonic speeds no matter how hard we wished otherwise.

Forty-eight blessed hours with a true friend…sharing in the purest way where neither of us desires or tries to hold center stage for too long – we have always effortlessly taken turns talking sharing our joys, our heartaches, our questions, lessons learned and so much more.

All too soon, it was over.  We had to head back into our real worlds — in opposite directions –and not knowing when we would pull off our next mini-reunion.  We agreed and committed, however, to making it happen sooner not later.  More frequent phone calls was another promise made.

As I leave the moss-draped streets of old Savannah, I drive slowly down Bay Boulevard between River Street and the historic district.  While stopped at a light, I glance over at the people-packed sidewalks.  Just hours before she and I had walked along the same path with renewed bounces in our steps and a lightness of heart.

I’m overwhelmed emotionally as I think of the joy and value of her friendship to me.  A huge smile erupts across my face without any planned effort on my part; a lone tear slides slowly down my cheek.

I am now on the outskirts of Savannah with many interstate miles ahead of me.  As I leave the city’s cathedral-rich skyline in my rearview mirror, I think of what real friends across the world share regardless of nationality, color, gender or any other differences.  We are all rich even if we have only one true friend in our lives.

We must take care of each other and our rare, extraordinary bonds.  They are too precious to let the never-ending busyness of our days interfere with our nurturing these lifetime treasures.

Savannah is now far from my rear view mirror.  My thoughts seem to be transitioning back to my calendar “to do’s” and deciding which Sirius XM station to choose for this leg of my journey.  I could not hang on to our precious time together, but I am carrying home with me a heart abundantly full from all the depths and treasures of our friendship.  Funny thing though — the ol’ heart – albeit full for so many reasons – is also feeling painfully empty from yet another unwanted goodbye.

~ To the true friends of my life…Thank You ~

• Showing compassion to all clients big and small;
• Charging fair, reasonable and clearly explained fees and not getting greedy;
• Offering clear, legally sound and carefully analyzed advice; and
• Showing plain, old fashion respect for others just as we want to be treated and respected.

Some attorneys tend to forget one or more of these simple basics of excellent client service causing many of their clients to become frustrated, confused and often beyond angry.  To change such feelings is not easy.  In fact, turning a fed up client into a satisfied one is about as easy as earning an overall college GPA of 3.5 after partying your way to a 1.5 freshman year GPA.  But both can be accomplished in most situations with a firm commitment, plan and sincere on-going efforts on the attorney’s part.

The starter list below offers a few suggestions on how to regain your disgruntled client’s confidence.  One caveat  — this list is for clients who do (or just might) have legitimate gripes with you or your firm and is NOT intended for the lying, chronically late payment types or the won’t-ever-be-pleased clients who should have been sent packing a looooong time ago!

1.     Address the issues immediately.

2.     Give them your undivided attention and adequate time to “tell their story” and to explain their concerns fully without interruption or a defensive attitude.

3.     Be open-minded and empathetic so you can better understand how things appear from your client’s perspective.

4.     Apologize for the miscommunications, their feeling poorly served or disrespectfully treated and for any actual mistakes made, if any.

5.     Show them with your timely actions –not mere promises– that you fully intend to regain and maintain their trust and satisfaction.  Plus, give them more than they expect which includes being resourceful, creative and by all means sincere and committed to finding a solution and making things right.

As mentioned above, this is a starter list and there will no doubt be several other constructive steps you will and should add based on the uniqueness of each situation.  The five shared above, however, are essential basic elements for handling most disgruntled client situations successfully.

One caveat  –  this list is for clients who do (or just might) have legitimate gripes with you or your firm and is NOT intended for lying, chronically late payment types or won’t-ever-be-pleased clients who should have been sent packing a long time ago (after, of course, your making the appropriate attempts to turn their negativity around). Better yet, improve your client selection skills! Listen to your gut instincts more carefully in addition to all the other critical factors to consider before accepting a new client…your expertise (or lack thereof) in the related practice areas, your current caseload volume, their expectations, any related statutes of limitation, etc.

Bottom Line:  Every situation must be carefully reviewed so that the right set of custom-designed solutions can be brainstormed and applied.  Also, if the allegedly negligent attorney refuses to cooperate, then other firm attorneys should immediately step in and take charge of the situation.  And, if you’re a solo who opts to put your head in the sand, then don’t be surprised when the ethical grievance and/or malpractice claims land on your desk. And don’t forget all the negative marketing you will no doubt receive “free of charge” via all your former client’s friends, business associates, church members and the list goes on.

Wish I was sharing some dazzling new data and solutions here, but it’s obviously “stuff” we already know.  With all the lawyer jokes, rising numbers of legitimate malpractice and grievances, however, too many attorneys are apparently forgetting their kindergarten basics. And, all of us privileged to practice law should ethically and morally be:

• constantly striving to enhance client services;
• ever mindful of compassionate, respectful and resourceful lawyering; and
• courageous enough to apologize, make amends, and move positively forward when we mess up.

• we’re lazy,
• don’t think clients have the know-how to judge us properly,
• that we’re really scared of what they may say negative about us or
• that we really don’t get how invaluable such a resource is to us?

Whatever our reason for not providing several alternative ways for our clients to give us their ongoing and forthright feedback (and sooner than later hopefully), we are missing out on an enormously valuable marketing and planning tool.   Who better than our clients to tell us how we’re doing and that includes what we’re doing right, what they appreciate most and whatever else we do to earn their loyalty.  Client surveys – written, oral or otherwise – are not for the sole purpose of digging of all our faults per the client’s eye….they are also about finding out what we’re doing right to help ensure we recognize (and keep doing!) those things appreciated and valued by our clients.  So as my 2002 article suggest, let’s put on our thick skins and begin soliciting more feedback from our clients….start with the next one you email or talk to by phone by asking one feedback-type question before hanging up or hitting the email “send” button (e.g. “How have I helped you most?”  “Is there anyone at our office that stands out as one you can always count on to have a positive and helpful attitude?”  “Would you feel totally comfortable recommending our firm to one of your friends, relatives or business associates?” )

If your firm hasn’t given client feedback an honest effort yet, I strongly recommend you make it a top priority over the next few months.  You’ll find out who the comedians are, get some bogus feedback, and will absolutely gain some very useful bits of information from the best sources possible…those we serve.  Let me know how it goes and if you don’t agree 1000% that it was worth the effort.

Enjoy your day in spite of any jerks who attempt to make it less than enjoyable for you!  And please let’s all make and take time for whatever helps us de-stress, re-align our positive spirits, etc.  As for me, our 4-legged family members …the horses, donkeys, dogs, cat…. help bring back my sense of humor and positive attitude whenever my plate gets overloaded from too much work or having to deal with too many toxic folks during any given day!  And, thank heavens for a great sense of humor…some times it seems that’s all we have left for the moment.

With Smiles,

Nancy

Cowgirl at Heart

A handwritten thank-you note is always appreciated and becoming a true rarity to receive in our electronic times.

Or, if more appropriate, how about taking the time to take them out to one of their favorite restaurants.  And, if that doesn’t seem to “fit,” here are a few more suggestions :

• a gift certificate from a nice restaurant or popular local store
• a basket of fruit or other goodies
• a flower arrangement or potted plant
• tickets to a sporting event
• contribution in their honor to a local charity or cause
• referring business their way whenever appropriate

The critical point is that is we fail to appreciate and express our appreciation for referrals sent our way, the nice folks sending us potential business will stop doing so.

Bottom Line: We can’t take our referral sources for granted or tell ourselves we’re just too busy to take the time to show our appreciation.  And, if we are too busy, then we’re too busy to accept the new business referrals as well!

1. Contact and choose an attorney sooner than later if you know or think you may need legal representation and/or advice.

2. Heed the tip above in #1 and yet also do your “homework” carefully.  Don’t select a law firm just because your best friend used them or you like their advertisements.  Search out the right one for you and your legal needs.  Seek references from trusted sources and try to “interview” at least two attorneys before making a final decision on retaining your attorney.  Give special attention to:

• Did they give you their undivided attention or seem distracted with other things while you talked with them?
• Did they answer your questions clearly and give you plenty of opportunity to ask them?
• Did they explain your discussions would be confidential even if you don’t retain their firm?
• Were their professional fees and what your out-of-pocket costs would be explained clearly?
• Did the staff greet you warmly when you arrived and treat you respectfully and professionally throughout your visit?
• Is the office easy for you to get to and what about parking access…safe, affordable, nearby, etc.?
• Was the office décor professional, but comfortable or was it overly pretentious?
• Could you clearly hear other conversations while in the attorney’s office that did not include you?  What about other confidential matters…could you see client names on files lying around?
• After meeting the attorney in person, what do your instincts say about him or her?  Make sure your frustration over having to seek legal advice in the first place isn’t being misinterpreted as your inner voice.  If you didn’t have this legal matter on your plate, do you feel the attorney has your best interests at heart, is good communicator and teacher?  If not, keep looking

3. Remember no employee can give legal advice unless they are licensed to practice law in your state. Yes, you can usually make contact with a staff member more quickly and you are usually not charged to talk with an employee, HOWEVER, they are NOT attorneys, CANNOT give legal advice and if they are true professionals, they will remind you of that each time you ask them a question that would require legal advice to answer.

4. Be yourself and relax as much as possible when meeting with your attorney.  Yes, they are the legal experts and you respect their legal expertise, BUT they are humans too and aren’t to be put on a pedestal because you think they are smarter than you (they are when it comes to legal matters most likely –  hopefully — but you are smarter than they are in other subjects no doubt). And, reversely, don’t assume from the onset that your lawyers can’t be trusted just because they are a lawyer and, therefore, the bunt of many lawyer jokes.   Trust is and should be the foundation of your entire attorney-client relationship. It can’t be demanded by either of you, however, as it must be earned. Be open and expecting a trusting relationship to develop and if you’ve chosen your attorney wisely and an ethical one, the trust will build quickly.

5. Don’t talk rudely to the staff.  They are not your hired punching bag and should be treated with the same respect you expect from them

6. If you have a legitimate gripe against your attorney, let him or her know that ASAP in an effort to get things back on track sooner than later. If you keep your concern to yourself or complain to any and everyone, but him or her, it will only grow and become far thornier and troublesome that it needs to be…not to mention your stress level over it.  Attorneys are human like you. They make mistakes and sometimes say or do the wrong thing.  Even the best of the best mess up occasionally with poor communications, over-promising too much to too many, etc.  Just don’t compound his or her oversight, miscommunication or other error by failing to talk directly and promptly with them about what’s bothering you.

7. When you call or meet with your attorney, be prepared!  Have your list of questions written down along with any key points you want to make sure to make clear to them during the conversation. And, take good notes…ask your attorney to also give you his/her written summary of your meeting including what was decided, who is to do what by when, etc.  Better yet, before leaving ask your attorney to give you a verbal summary of those same things so the chances of a miscommunication will be minimized.

8. Be a good listener!  While your attorney is talking, listen carefully and don’t be thinking about where you have to go after the meeting, your to do list or what you want to say next…just listen and listen carefully.  Think of this way, if you don’t have to keep asking the same questions over and over because of your poor listening skills, you WILL save money! And, that’s always a good thing!

9. Hold your attorney accountable to do what they promise to do and the time frame within which they assured you it would be done.  Ditto about your promises to get the firm documents or other materials and information they need for you to gather. Keep your word and do things in a timely fashion.  By the way, if your attorney repeatedly does not return your calls in a reasonable time or complete other things as promised, fire him or her and hire a new one.  When folks repeatedly apologize for their delays, but keep repeating the same actions or non-actions, their apologies mean zilch.  Yes, it’s that simple… so remember your time is just as valuable as your attorney’s and if they don’t value it or the promises made to you, don’t be scared to say “Goodbye” and find another one that will.

10. Just like I recommend in #6 above about letting your attorney know promptly if you are “miffed” over any thing ….. a big Ditto for letting them know what you appreciate them for  – things they and their employees have done for you that meant a lot (little things, big or in-between).

Yes, you’re paying them to do a job for you.  We are all human, however, and it does motivate attorneys and feel good to receive positive feedback from their clients.  Heavens know, we all are subject to the old saying: “When I’m right, who remembers and when I’m wrong, who the heck forgets!” And, sadly, there’s plenty of negativity and disparaging jokes from which to choose when it comes to the subject of attorneys these days.

Clients need their attorneys to take care of their legal needs in a positive and progressive manner.  Attorneys need their client to do their part in the same manner and this includes the occasional “Thank You” in the midst of it all.

You and your attorney are indeed a team during this chapter of your life — albeit not a fun situation to be in — I know that from personal experience and from observing what my wonderful clients during my years of practicing law.

Successful resolutions have the best chance of growing from teams where all members support each other 100%,  And, when they don’t do that, well… successful conclusions may result, but only by chance.

You are indeed a critical part of your legal team and just as valuable as all other team members.  Never forget that and do your part 100%,  If you’re unwilling to do so, then you certainly won’t have a legitimate gripe when you feel your attorney has let you down?

Your attorney will appreciate your efforts to be a productive team member, the resolutions will most likely be of a higher quality and come more quickly … and you and your attorney can always look back on a tough job well done…together.

When I practiced law, I certainly made some honest mistakes along the way, but my efforts to be ethical in all my dealings with clients and opposing counsel never faltered.  I could not and would not represent people I discovered were lying about the facts, whose claims had no genuine legal basis and whose primary motive was greed and without the slightest concern about the lives they were hurting, turning upside down and even possibly destroying.

Trust is the #1 essential foundation of an ethical and healthy attorney-client relationship and it must run both ways with the attorney trusting her client and the client trusting his attorney.   There’s no way an ABNO can trust his client that he KNOWS is a lying, greedy you-know-what.  And, I doubt many greedy, lying clients trust their attorneys either…it’s just not in their character to be trusting or to be trusted.

ABNO’s are obviously motivated by many of the wrong things including greed.  They lack integrity and they are cowards….greedy  and lacking integrity because they don’t care about ethics or integrity as long as they can make a buck….and cowards because they lack the courage to do the right thing and to say “No” when it is obviously the appropriate thing to do.

The latest attorney I have seen display the disgusting qualities of an ABNO has helped his greedy, lying clients destroy an entire family because of his own greed for the mighty dollar ….and because he lacked the courage to tell his clients that they were obviously misinformed, had no legal basis for their claims, were emotionally deficient and just plain wrong in their accusations.  Obviously, he is also lacking integrity and any ethical backbone. I assume he got his fee which had to be far less than the losses he helped create in the lives of others.  This attorney  – like other ABNO’s -  has demonstrated that  he could care less about the harm he has  helped to inflict on innocent parties (an entire family in this case) by his allowing, enabling and encouraging by his representation the charade of false claims to be alleged and given a life of their own.

Lawyer jokes are a dime a dozen, too few people trust attorneys and all too many lawyer fees (the big firms especially) are almost criminal in their excess.  In other words, our great profession just isn’t seen as that great in the eyes of many.   Some of the criticism and jokes thrown at attorneys is unfair and untrue.  Painfully,  however, far too much of it is true and “earned” by the sleazy NON-professionals within the profession.  ABNO’s are unprofessional to the core…they are indeed non-professionals….they take clients who have no regard for the truth, they take money to hurt others based on falsehoods, they craftily spin outright lies into veneer facts and they fuel the fires of the public’s distrust of the legal profession in general.

Thanks for “listening” as I work through my disgust with learning of yet another ABNO loose among us.  In case you didn’t know how I feel…I think ABNO’s are “inside system terrorists” that are continuously and unabashedly attacking the legal profession’s core integrity and professionalism.  I am proud to be a member of one of the world’s greatest professions…I am disgusted, however, to share the same right to practice law with ABNO’s and other sleazy so-called attorneys whose greed and unethical characters are hurting their clients, the legal system and countless innocent folks each and every day.

I’ve now been on Twitter about 10 months and it has been well worth my time and efforts.  And, I highly encourage all of my law firm and other business clients to use Twitter with a goal in mind, a willingness to build relationships and to offer something of value to their followers, and a willingness (and patience) to structure their use of Twitter so that it is indeed a worthwhile business endeavor and smart use of their time.

I personally spend a good amount of time each week looking for people to follow who share interests of relevance to my profession, my law office consulting work and my passion as a certified mediator for alternative dispute resolution.  I also devote a good deal of time deleting followers who are not offering the kinds of information I am seeking on Twitter or who are obviously only there to offer repeated “commercials” of their products or services.

I have also deleted some well known experts in their field because more of their tweets than not are about some game they’re watching or what they’re cooking for dinner…..that’s all well and good if that’s how you want to use Twitter, but  I prefer to follow folks who keep their  personal “stuff” to a minimum.  Yes, I, too, occasionally tweet about a personal event or matter, but it’s not often and I plan to keep it that way.  If I ever want to just talk about my trip to the mall, what one of my horses or miniature donkeys latest antics have been or other personal things, I will create a new Twitter account for that purpose only.  I also delete anyone who gives tips on how to get thousands of followers.  I believe that tweeters who allow everyone and anyone to follow them just to flaunt a high number of followers may have unaddressed insecurity issues.

Thanks to a Twitter posting today by @EmailCopywriter, I was led to a blog post written by Ken McCarthy entitled “Twitter Without the BS.” And therein lies the primary point of this blog post (finally!) …. Reading Mr. McCarthey’s blog post is well worth your time.  Well done, sir!  My twittering via @lawbusinesstips is for business and educational purposes.  Mr. McCarthy’s post has re-enforced my opinion and  Twitter experience to date that it is indeed an effective “tool” for the business-minded tweeter (including  law firms) if used wisely for your intended purposes.

Let me know what you think and as always, thanks for sharing part of your busy day at LawBusinessTips.com.

This pet peeve of mine is right up there with women who complain they aren’t treated as professionally as the men in their offices while at the same time strutting around in thigh-high skirts and “show ‘n tell” tops!  There’s a place and time for sexy clothes, voices and more (by men and women), but IMHO, there’s just no excuse for them in our professional offices.  I also firmly believe it severely dilutes all other efforts made by these women to be treated and accepted as professionals.  Actually, and again IMHO… it hurts all women in the workforce.

We all have our unique quirks, opinions and preferences, but you will never convince me that intentional sexy attire and mannerisms increase productivity, efficiency or morale…..it may improve the visual environment (and other senses) for some, but in my professional opinion, the multiple “costs” of allowing such antics in the workplace far outweigh any of the “benefits/perks” it offers a few.  And, don’t try to convince yourselves that such attire and voice mail greetings are tolerated only because clients like it.  When all is said and done, clients want excellent professional services, respectful and timely treatment and a genuine interest in their legal, accounting or other professional needs….of course, many clients will enjoy such “sights” and flirtations, but I assure you that won’t be a dominant factor in what cements their overall client satisfaction, prompt payments, loyalty, referrals and repeat business.  And, if that’s one of a law firm’s or other professional firm’s primary (and usually unspoken) marketing “tools,” they most likely have a lot bigger challenges that addressing.  I’m not blind to reality… I know sex sells…. all too many commercials use it to get our attention ….BUT…no one has yet convinced me that “it” has a proper and productive place in the law office or other professional office.

OK, I’m done…just had to get this off my chest (great choice of words,  eh?).

Thanks for “listening” and allowing me to vent a bit…wishing all of you a great week, many smiles received and many more shared,

Nancy

( Miz Star from our miniature donkey family sharing her smile with you)

Just thinking today about  easy it is some times to take our closest friends for granted.  If you’re guilty of doing that, make a commitment to change things pronto before it’s too late.  Like all worthwhile and beautiful things in our lives, friendships need nurturing and attention.  And if we just don’t have the time to take care of them, then we sure can’t act shocked or hurt when they eventually fade slowly out of our lives.  True friends lost because of being too busy to take care of these rare, precious “treasures” in our lives remind me of  a quote of a  Norman Cousins’ quote:

On a brighter note, let’s make it a point to call a close friend today…not email, not text…a real, live phone call.  Our day and theirs will be brighter for it and we’ll have a bit more energy in our steps when we return to the busyness of our days.

My distaste for the word goes way back to my years as a legal assistant/paralegal/law office mgr. prior to earning my law degree.  In those times I learned that more than a few attorneys treated support staff disrespectfully and like second class citizens.  And all these years later, I’m still very alert to anything and everything that shows disrespect to our staff support members.  I’ve been out of law school 21 years now, a law office management adviser for almost 20 and have practiced law as well….and yet sadly, I still see evidence in some offices of demeaning and demoralizing behavior toward staff (e.g. a/k/a office bullies).  In my consulting work, legal work, my role as a mediator and in my seminars, any one that knows me knows I have always been an outspoken and strong voice for the proper treatment of legal support personnel…bottom line is that I have been there – done that! And also because of my years as a staff member and because of those with whom I’ve had the pleasure to know and work beside since, I have the utmost respect and appreciation for the enormous roles they play in a lawyers’ and law firm’s success.  I will continue advocating for the respectful and professional treatment of support staff as long as there’s breath in this ol’ body.

The truth is – whether we like it or not – the old two tier structure is indeed alive and well in too many law offices (attorneys who see themselves way up “there” on a pedestal and all the “n-ls” waaaaay down the ladder beneath the lofty esquires and “esquettes”).  It’s in these toxic offices where those in authority falsely begin to think (and act) like they are some how better than their lowly underlings.  This form of arrogance and the “I’m better than you” attitudes wreak havoc for workplace morale, productivity and stability.

When we are talked down to or otherwise treated as inferior, we know it — even if we don’t show it or complain about it.  There’s absolutely no way that a law firm is getting maximum productivity and/or quality work out of employees looked down upon by those in authority.  The most productive, solid, high quality teams are those made up of team members who feel and know they are valued and appreciated by leadership.  It is made clear that every single employee plays a critical role – no matter how small or how low on the totem pole – in the firm’s success stories.

Okay – back to where I started with all this many paragraphs ago…that “n-l” word that irritates the heck out of me…..do we call people non-architects, non-doctors, non-social workers, non-coaches, etc.?!  Of course not so why in the world  is the “n-l” word so frequently used?  And, worst of all, it’s usually legal personnel (e.g. attorneys, staff, State Bar employees,etc.) that use it.  I’ve been guilty of doing so as well in years past because it was the easiest word at the moment to describe a situation…however, a good while back, I vowed to avoid the “n-l” word.  So although it’s certainly not every one who uses the “n-l” word with a negative intent, why use it at all when there are so many other more respectful words from which we can choose (e.g. legal or law office staff members, legal staff personnel, legal assistants, support staff, etc.!)?

So the point of taking the time to share my thoughts on this subject (and thank you for sticking with me!) is to ask you to join me in finding other words that are far more respectful when we are talking about folks who are not licensed to practice law.  Just think of the looks I’d get from the receptionist at an accountant’s office if I were to ask, “Are you the non-CPA?”  Or, when calling my doctor’s office I said, “Hi, I’d like to speak with a non-doctor.”  Then again, it may be serve me well the next time I get a nasty, cold reception from a store or service provider employee as I could say to him or her, “Hello….is there a non-grouch here with whom I could speak?!”

Thanks for “listening” and please share your comments and experiences back at me!

Yet another all-too-quick weekend has come and gone and an exciting work week awaits us….hope your weekend was a great one from start to finish.  Mine was special for many reasons including some rare, beautiful hours cruising solo along the glorious Blueridge Parkway which we’re lucky to have almost in our backyard.  I spent several hours just sitting, contemplating this ‘n that and gazing at our beautiful NC Blue Ridge mountains…also got in a few laps around glorious Bass Lake in Blowing Rock – one of NC’s treasures for everyone to enjoy thanks to the generous entrepreneur and conservationist, Moses H. Cone.  Soon I hope to go back to Price Lake (yet another Parkway lake that lured me to its’ peaceful banks today).  Next time, I hope to take my bright banana-yellow keowee kayak which has sat neglected in a dusty ol’ hay barn for far too many years now.  That is going to change soon too due to the joyful memories that resurfaced as I watched the paddlers “cruising” the lake and heard their muffled faraway laughter and happy chattering.

What treasures lie in your “backyard” that like me, you may take for granted as you busily come and go in your community?  Have you visited them lately and acted: (1) as if you were a first-time curious and excited tourist visiting your area; and (2) as if you had nothing — absolutely nothing — else to do except to be still and enjoy the moment at hand in all its glory?  I’ve lived in our incredible NC northwestern mountains for 10 years now and while I’m always reminding clients, friends and faraway family members about all this area of the world has to offer, I am extremely guilty of not totally (and without being on a tight schedule!) immersing myself in the fun, joy and sheer delight of our mountains’ endless treasures.  Yes, I do visit the various attractions from time to time (too many to list, but places like Grandfather Mountain, Linville Gorge, etc., etc…the treasures are truly endless) when family, clients or out-of-town friends ask me to go with them…and that’s certainly fun.  With, however, all the visiting and talking going on, I can’t totally connect with the true essence of these places or certainly not in the way I can when I’m not running my mouth as much or when I’m alone or just with one other person (e.g. a significant other with whom you can be still/quiet with if you know what I mean).  I love doing for and being around our horses and donkeys, but I was reminded this weekend that even the wonderful things in our lives should not be allowed to utilize all our free time….just as we are far better at our jobs and other activities when we live balanced lives and take healthy breaks from our work, we are also wise to seek a wide diversity in our recreational/free-time activities.  Once again, our Moms were so right when they told us…too much of a good thing is ….well, TOO much!  I love and cherish the moments shared with family, friends, our horses and other 4-legged family members.  I’ve been clearly reminded this weekend, however, of how much can be gained from enjoying other activities as well and to do so in as leisurely and quiet a way as possible (e.g.  as my Granddaddy used to say….”Nance, never miss a good opportunity to just shut up!”)……redundancy can be a blessed thing and the lessons re-learned this weekend will serve me well for a long time to come!

Hope you get the chance to do the same in your community sooner rather than later…when you do, I hope you’ll have a few minutes to share your experience on this blog w/our readers…look forward to it!  Have a super week ahead…onward!

1.It’s too early to tell whether it is a smart marketing tool for lawyers from a financial perspective.  Yes, Twitter’s been around several years, but for the most part, attorneys/firm are just now really taking notice and becoming active in the twittering world.

2.Yes, Twitter can be used as yet another excuse for resourceful procrastinators who want to avoid their “to do” lists.  As with any tempting distraction, self-discipline is the key as in plain ol’ common sense. This doesn’t mean, however, that it’s a waste of time for everyone.  Far from it in fact!

3.  IMHO twittering can benefit our marketing plan, but the word “plan” is the key one here….in other words, Twitter used as just one aspect of our comprehensive marketing plan may prove to be very profitable.  With that said, crystal clear guidelines should be established by the firm’s leadership as to how and what to “Tweet” as a representative of the firm.

4. Often we think marketing is not successful without clear evidence of a decent financial return from our efforts.  I believe, however, that Twitter– when and if structured smartly in tune with your goals– is a huge resource of quick information, leads and tips for folks.  I almost see it as a fast-moving, free, mini-continuing education course that never ends assuming, of course, that you’ve wisely structured who you’re following and who’s following you, etc.  This type of educational resource in itself makes individuals more marketable because they will be sharing worthwhile things learned on Twitter with their clients and prospective clients.  It would be hard if not impossible to quantify how much knowledge you may be gaining from your twittering time, but you will know very quickly if you are or are not learning things you may not have known otherwise. 

5. Finally, I would advise larger firms and legal departments that have decided to be on Twitter to designate just a few attorneys to be their reps on Twitter…perhaps only 2-4 individuals.   Establish clear guidelines and appoint one of the partners to monitor their Twitter activities.  Non-designated attorneys and staff should also be advised of the firm’s Twitter (and other social media) guidelines and most importantly, everyone must be held accountable to live within the guidelines established.  Without accountability and enforcement, why bother to create any guidelines or rules in the first place?

6.  In small firms, I suggest limiting time on Twitter to a designated amount of time each day or week.  This means, of course, that the small firm lawyer must also commit the necessary amount of self-discipline to stick to such a plan.  Twittering is fun, informative and entertaining.  Much, however, remains to be seen as to Twitter’s future, usefulness and value to lawyers and other businesses.  I personally think it’s too early to deem it of little value to a lawyer’s or firm’s marketing efforts.  We should, however, be re-assessing its value to our firms often to ensure it is indeed earning (and re-earning) its right to be a part of our comprehensive marketing plans.

Okay…those are my thoughts re Twitter’s place in marketing a law firm.  What about yours? 

Nancy

Smiles from Our Resident Barn "Ham"

P.S. For more info re my professional background, check out my profile on my website at http://nbjconsulting.com/nancybio.html, but for starters, I’m a former legal assistant/law office manager/practicing atty… now w/over 20 years of experience working w/law offices –attys and staff — legal depts and groups and businesses across the U.S. as management and leadership consultant and solutions/motivational coach/strategic planner/professional nagger,etc!….my working style and philosophy has often been described as creative, resourceful, enthusiastic and holistic (and perhaps a few more colorful adjectives that weren’t shared w/me during the painful parts of my clients making changes recommended by me regarding their work personalities, habits, systems, etc.!)…. I love my work and am always learning and on the lookout for new and worthwhile resources for my wonderful clients.  Thanks again for visiting my new blog and for “listening”…pls give us the benefit of your input as well.