Monthly Archives: April 2011

Explain the “Why” to Your Clients

Smashing Magazine has published a tremendous guide to designing an easy to understand e-commerce checkout process for web sites.  If you take credit cards on your site, it is a must-read.

However, even if you don't charge people on the web, you should check out the article anyway, because it explains something about collecting sensitive information from people that we all need to understand: it isn't just the "what," but the "why" that matters:

Even unambiguous fields, such as “Email address,” are great opportunities to explain what you’ll use the data for. “Email address” may be a sufficient description, but most people would want to know how you’ll use their email address. Why do you need it?

In your client intake forms, do you explain why you need all the information you are asking for?  Perhaps you should.

Respect Your Clients

I think it is fair to say that this goes for clients, too.

Respect for Audience
From This is Indexed.

Watch Your Time Like Your Clients Do

Next time you’re chit-chatting with a client over the phone, head on over to Lawyer Clock and watch how fast your “burning” your client’s cash — they certainly are.

Lawyer Clock


The Haiku of What You Do

I’m a fan of Haiku, and have been doing an exercise based upon it for several years now at conferences and law firm retreats.  Instead of the 5-7-5 syllable format, I ask my audiences to answer three questions, using just five words for the first question, seven for the second and five again for the third.

Though I’ll use different questions depending upon the event, I recently spoke to the New York City Bar about in-person networking and gave these three questions as a way to quickly develop an “elevator speech” that responds to the “What do you do?” question we get all the time.

The three questions, which must be answered with the specified number of words, are:

  • Who do I help? (Answer in Five Words)
  • What do I do for them? (Answer in Seven Words)
  • Why do they need me? (Answer in Five Words)

An example response to these questions from a business lawyer could be:

I help small business owners

incorporate their businesses and protect their assets

so they can sleep better.

Another example for a personal injury lawyer may be:

I help injured accident victims

understand their rights and recover medical expenses

from people who are responsible.

Give it a try.  It isn’t an easy exercise, but it will help you answer that all-to-common networking question with something other than, “I’m a lawyer.”

 

Update: Thanks to Gina Roers for the new title for the post.