Online retailer Zappos is well known for its commitment to company culture and customer service, going so far as to offer new hires $2000 after their first few weeks on the job to quit if they don’t like their new jobs. They also share quite a bit about how they hire so well, and have posted their Core Values Interview Assessment Guide (.pdf), which includes the interview questions they ask prospective hires.
Here are a few of their interview questions related to customer service:
Check out the entire list of questions. Adding a few of these to your next round of interviews might help you to hire better lawyers and staff.
There’s a web-based serviced called UpdateMyVC, which purports to automate a startup’s communication with its investors. What I really liked is the list of questions that get answered in the monthly update. Here are a few:
Several of the questions could comprise a fantastic template to use with your business clients every time you sit down and speak with them about their businesses. Any you’d add to the list?
Remember the television show Quincy? Jack Klugman played a Los Angeles medical examiner, and in every episode, his autopsy would reveal that the decedent (who’d seemingly died of “natural” causes) was a victim of foul play. Using the clues he’d gained from his examinations, Quincy would convince the police a homicide had occurred, and then manage to singlehandedly finger the killer. In a pre-CSI world, it was pretty compelling stuff.
So why all this talk about an obscure 70′s crime-drama? Because if you’re really interested in identifying the work you love to do and learning how to serve your clients better, you may want to spend some time each week playing Quincy. Instead of investigating foul play, however, you should closely examine those things you’ve given up for dead in your office: your closed files.
Perform a File Autopsy. Here’s how:
1. Grab at least five old files that have been closed for at least a year. Though you can choose files randomly, it works better if you’ve take some you liked and others you’d rather never touch again.
2. For each file, complete the LexThink File Autopsy (pdf) form. Be brutally honest with yourself as you answer questions, which include:
About the file:
- In hindsight, should I have taken this file?
- Were there any “red flags” I should have noticed?
- What lessons did I learn from handling this file?About the work:
- Did I like the work?
- Was I good at it? How could I have been better?
- If I didn’t like the work, how could I do less of it?About the client:
- Does this client have any other legal work I could be doing?
- How would this client describe me to their peers?
- How could I have served this client better?
About the money:
- Was this a profitable matter for me to handle?
- Did the client feel my fees were fair?
- How could I have priced this matter differently?
3. Every week, grab a few more files and repeat the exercise. If you have staff, ask for their input as well.
4. If you’re seeing common themes (either positive or negative) throughout the files, make sure to note them as well.
5. Once you’ve performed 20-50 “autopsies,” you’ll have a better sense of the kinds of work you like to do, clients you enjoy serving and alternative ways to price your services. Perhaps most importantly, you’ll understand the kinds of work you don’t want to do and learn to avoid taking matters and clients better passed on to your competition.
This “Best Of” post comes from 2011 and is about creating a “Menu” for your practice offerings:
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.
Robin Scott shares a great tip he learned from a successful mentor:
Immediately after every lecture, meeting, or any significant experience, take 30 seconds — no more, no less — to write down the most important points. If you always do just this, said his grandfather, and even if you only do this, with no other revision, you will be okay.
It seems simple, but profoundly powerful. I’ve taken to writing my meeting notes on the 5×8″ notecards I regularly carry, and have also started to review them at the end of the week.
I’ll let you know how the experiment goes, but I think this would be a great exercise to add to your workflow after every client meeting. It might make you a better listener — and a better rememberer.
Claire Lew, CEO of Know Your Company, shares an idea that might make customer conversations more productive:
When you ask “what” instead of “any”, you invite a greater response to a question. For example, when you ask, “Do you have any frustrations?” it’s very easy for the person to default and say “no.” But when you ask, “What could be better in the company?” that question assumes that there are things that could be better. It opens the opportunity for someone to provide a more honest answer.
Everytime you close a conversation with a client, asking if they “have any more questions,” you’re giving them an easy way to answer “no.” Instead, try asking them “What might I have explained better?” and keep the conversation going.
I really like the question asked in this post from Inc.com: What should you stop doing?
What would make your list? How about if you asked your staff? Or your clients?
Here’s another favorite idea from 2012: Identify Your Top Ten “Most Wanted” Clients. Here’s the post:
A simple idea from Jorge Barba at Game Changer: Create a 10 Most Wanted Client List. Who’s on your list, and do they know you want to serve them?
I’ve been doing this for Kendeo and have found it works wonders in focusing your business development and marketing efforts. Give it a try!
Do you have Shiny Shiny Syndrome? I do. Here’s a post from January 2012 about a technique I still use:
Many of the attorneys I work with suffer from the same thing I do: Shiny Shiny Syndrome. You suffer from S3 when you regularly give in to an overwhelming urge to start working on something new and better, instead of wrapping up your current projects.
Shiny Shiny Syndrome isn’t (usually) fatal, but the cumulative results of constantly starting projects at the expense of finishing others can have a debilitating impact upon your practice and your staff.
To combat my case of Shiny Shiny Syndrome, I’ve begun an Idea Quarantine. From Wikipedia:
Quarantine is compulsory isolation, typically to contain the spread of something considered dangerous, often but not always disease. The word comes from the Italian (seventeenth century Venetian) quarantena, meaning forty-day period. Quarantine can be applied to humans, but also to animals of various kinds.
Whenever I have a great idea for a project, I capture it so I don’t lose it, but then I wait at least 90 days before I begin working on it. The “compulsory” waiting period keeps me from starting work on a poorly-formed idea I’ll later lose passion for. It also gives me time to think about the idea and socialize it with friends and colleagues. If I’m still enamored with the idea once the 90 days have passed, it goes on my “To Do” list.
If you’d like to begin your own Idea Quarantine, and want a fun template to use, here’s my Idea Quarantine. pdf from above.
Here’s a tech-related tip from this post:
How many times has a quick technology fix turned into a day of un-billable time? Trust me on this one, no matter how much (or little) work you have, your time is better spent building your business and serving your clients than it is crawling around on the floor underneath your desk repairing your computers or troubleshooting your network.
Need help remembering this resolution? Try this simple trick:
Everywhere in your office where you have technology (on the copier, on the network switch or router, and on every computer) tape a label that has the following information on it:
- Your hourly rate
- The hourly rate of your tech-support person
- Their phone number
Now every time you’re tempted to “fix” something yourself, call in the experts instead. You’ll find that you (and your technology) will be happier and more productive when you spend your time doing your job instead of doing someone else’s.
I’ve always thought the idea from this post was a powerful way to understand the gift of time and what you can accomplish in a year:
Resolve to Count Cards, using this this incredibly powerful exercise I first ran across in 2006. From an article in the now-defunct Worthwhile Magazine (by creativity guru Eric Maisel) comes this gem:
Get seven decks of cards with similar backs. Lay out all seven decks on your living room rug, backs showing. This is a year of days (give or take). Let the magnitude of a year sink in. Experience this wonderful availability of time. (This is a powerful exercise.)
Carefully count the number of days between two widely-separated holidays, for instance New Year’s Day and the Fourth of July. Envision starting a large project on that first holiday (today!) and completing it by the second.
It also works great with clients! Give it a try.
I’m going to be re-sharing a few dozen of my favorite posts from this blog over the next several weeks.
1. Resolve to be better to everyone. Start with yourself.
2. Resolve to choose your customers as carefully as friends, knowing that you’ll work best when they’re one in the same.
3. Resolve to know your business better. Recognize that being good at what you do is unimportant if you’re not good at being in the business you’re in.
4. Resolve to stop doing the things your customers don’t pay you to do, unless you love doing them so much, you’d do them for free. Because you are.
5. Resolve to value your life by the things you experience instead of the things you possess.
6. Resolve to eliminate the things in your life that wake you up in the middle of the night — unless you’re married to them, or they need to go outside for a walk.
7. Resolve to become more useful to your customers. Stop thinking about what they expect from you, and focus instead on what they don’t expect from you.
8. Resolve to help the people who work with you (and for you) become better at what they do. Give them what they need to excel at their jobs, and you’ll find you’re more likely to excel at yours.
9. Resolve to understand the difference between what you do for clients and how long you take to do it. They care about the former, and can’t understand why you charge for the latter.
10. Resolve to do the work you long to do, instead of the work you’ve been doing for too long. Follow your passions, honor your principles and strive to add value to every relationship you’re in. “Next Year” begins now. Get started on making it great!
- Friday Jul 25 - 8:30pm
- Friday Jul 25 - 8:30pm