Several weeks ago, I got a telephone call from Randy Wells, the LegalMatch CEO. Randy wanted to meet with me in person, and (after I was certain the purpose of the meeting was not to serve me with summons) I suggested we meet during LegalTech
Randy and I had a nice conversation during dinner – most of which was “off the record” – and we discussed LegalMatch’s reputation problem. I told Randy that, though my blog has become sort of a clearinghouse for LegalMatch comments pro and con, my only problem with his company’s service was (and remained) the methods they used to entice lawyers to subscribe to their LegalMatch service.
While Randy assured me that things were changing inside LegalMatch, I suggested to him, in true ClueTrain fashion, that he needed to open a dialog with all those who seem to really hate his company, including the people who continue to leave unfavorable comments on this blog.
Randy took my advice, and has sent me the following letter that I post (unedited) in its entirety. If you have comments, feel free to leave them to this post, because I know LegalMatch is reading. Otherwise, call Randy directly. His telephone number is at the end of the letter.
OPEN LETTER FROM RANDY WELLS, CEO OF LEGALMATCH
To Our Colleagues in the Legal Community,
On behalf of LegalMatch, I would like to personally apologize for a number of overly aggressive sales practices conducted by the company in the past. After consulting with many individuals and groups within the legal community and after a thorough review of our internal practices, it became clear that LegalMatch was less than professional in its approach.
As a result, since taking over the position of CEO at LegalMatch, I have implemented a number of improvements to our marketing team and their practices that will immediately address and rectify these issues, including:
1) A new training program with focus on best-in-class, professional marketing practices.
2) A new improved compensation system that is no longer 100% commission based – reducing the ‘sell-at-all-costs’ mentality.
3) A reorganization of the marketing team that will make it much more customer-centric and friendly.
In addition, the company’s founder, Dmitry Shubov, understands that in order for the company to continue it’s phenomenal growth (53% 2004) that he must divest his majority stake in LegalMatch.
There are several negotiations in process.
Given Dmitry’s vast experience in the online legal category, LegalMatch will retain his services as an outside consultant.
This decision, along with our new programs and ongoing improvements, marks the end of one chapter in the company’s history, and the start of an exciting, new chapter in our continued growth. Our mission today is to build on these renewed values and principles that aim squarely at serving the legal community. Helping consumers find qualified attorneys and helping attorneys develop and focus a law practice is at the core of our company’s vision today.
Once again, I hope you will accept this apology and invite everyone to give LegalMatch another chance in the near future.
If you have any questions, please feel to email or call me directly.
CEO of LegalMatch