Monthly Archives: September 2011

Wanting Creativity is Easier than Doing Creativity

From the Freakonomics Blog comes news of a Cornell study titled, “The Bias Against Creativity: Why People Desire But Reject Creative Ideas.”  Here’s an abstract of the study:

People often reject creative ideas even when espousing creativity as a desired goal. To explain this paradox, we propose that people can hold a bias against creativity that is not necessarily overt, and which is activated when people experience a motivation to reduce uncertainty. In two studies, we measure and manipulate uncertainty using different methods including: discrete uncertainty feelings, and an uncertainty reduction prime. The results of both studies demonstrated a negative bias toward creativity (relative to practicality) when participants experienced uncertainty. Furthermore, the bias against creativity interfered with participants’ ability to recognize a creative idea. These results reveal a concealed barrier that creative actors may face as they attempt to gain acceptance for their novel ideas.

The authors of the study propose that we should worry less about generating creative ideas and more about helping institutions to recognize and accept creativity.  For many working in law firms — especially the marketing and business development folks — this will ring true.

In my work, I’ve found it isn’t enough to give people “creative” ideas.  Too often, a great idea is met with a “We can’t do that here,” or “That will never work,” instead of a “Let’s try it!”  It is far better to help people be creative as they develop relevant, innovative ideas on their own, and then giving them a framework and timeline for implementing them.

What’s been your firm’s experience with creative ideas?   Do you see the same bias that the researchers discuss?

Meet Your Future Connected Clients

 

A peek at your future clients, from OnlineSchools.org:


Provided by: Online Schools

 

 

 

Create a Menu for Your Practice

Do you know all the kinds of things your firm does?  Perhaps you should take a page (literally) from the restaurant industry and create a “menu” of your services.  Though you may not decide to use it with clients, merely deciding what goes on the menu — and what gets left off — makes you think a bit differently about your practice and the kinds of matters you regularly should say “yes” to.

And if you’re looking for some menu inspiration, I highly recommend the blog Art of the Menu.  It has dozens of creative menus from around the country, and is sure to give you some ideas if you decide to make your “menu” a regular part of your practice.

I just created a  Menu for LexThink (.pdf) that I’m going to print up on heavy card-stock like an actual restaurant menu .  It is still in early draft stage, so I’d love to know what you think.

Hello, Law Office …

This may fall into the “completely obvious” category, but when’s the last time you or your staff have thought about telephone etiquette?

Here are four phone etiquette rules you and your staff should keep in mind before answering the telephone:

  1. Use formal greetings. When answering calls always use a formal greeting. It is considered best practice to use sir or ma’am to address customers if names are unknown.
  2. Speak clearly. Take the time to speak clearly and in a positive, professional tone. Doing so will put the caller at ease and diffuse an upset customer.
  3. Listen & learn. Train your representatives to listen carefully to customers. Always allow customers time to finish his/her thoughts without interruption and ask questions that clarify information. Be sure to confirm understanding with the caller before moving forward.
  4. No food or beverages. This may seem like common sense, -but stress the importance of this one. Representatives must refrain from consuming food or drink while taking a call. Customers do not want to hear gulping and chewing.
I’d also add:  never answer the phone when you don’t have time to answer the phone.  Picking up your cell phone — only to tell the caller you don’t have time to speak with them (or that you thought they were someone else) is rude.  Let their call go to voicemail and call them back when they can get your undivided attention.

 

Time to Change Your Clients

I ran across a juicy bit of wisdom today in an article helping sales managers to identify the best time to fire their salespeople for underperformance:

If you can’t change your people, change your people.”

Needless to say, the same is true for your clients. If you have a client who continually refuses to take your advice, show up on time, complete the tasks they’ve been assigned or (gasp) pay you, you’ve clearly not been able to change them.

So change them. Replace them with a better client.

They don’t deserve your best work — and probably aren’t getting it anyway.