Five Star Counsel Podcast
135 episodes - English - Latest episode: over 1 year ago - ★★★★★ - 23 ratingsWhat would a law firm built by the founders of Disney, Four Seasons, Amazon, and Zappos look like? Lawyers (and other professionals) aren't in the same "service" industry as those companies, but that doesn't mean we can't benefit from employing their rigorous service mindsets. We give you inspiration and tactics to smooth out your processes, bolster your reputation, and increase your revenue - every episode of Five Star Counsel has actionable tips for you to build the firm that clients rave about!
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Episodes
80. Five Star Listener Q&A
February 08, 2022 11:30 - 31 minutes - 57.8 MBIt's time for our listeners to get their burning questions answered! John delivers some fun, quick-hitting tips, tackling a host of great listener questions ranging from tech tools to gifting to Web3 to John's penchant for The Dillinger Escape Plan. As we mention at the end of the episode, if you have questions for our next Q&A episode, please send those our way at [email protected] or on any of our social channels! ----- FiveStarCounsel.com Get our FREE client service whitepa...
79. Five Star Recap - Episodes 70-78
February 01, 2022 11:30 - 31 minutes - 57.8 MBThis week, we take a look back at the last nine episodes of the show, recap the main points, and give a little more perspective and discussion. We've had such great guests, and want to really sink these lessons and takeaways in. Join us for some quick-hitting breakdowns and service wisdom. We break the episodes down thusly. Workflow/Management/Employee Ops 70. Nailing Your Interview and Hiring Process w/ Molly McGrath 71. Training Your Staff for Tech Proficiency w/ Alicia Pierre 73. ...
78. Five Star Counsel Coaching Session w/ Greg Steele
January 26, 2022 11:30 - 32 minutes - 59.5 MBFor the first time on this program, we're turning the tables a bit and inviting our guest to receive live feedback and consultation from John on their firm's client service systems and overall philosophy. This week on Five Star Counsel, we're talking with Greg Steele of Greg Steele Law in Anderson, SC. Greg has some unique challenges as both a small-town Family Law attorney, and as a court-appointed Guardian ad Litem. Greg has done a great job with his growing practice, and John's going...
77. Utilizing Webinars to Land Your Ideal Clients w/ Paul Yokabitus
January 18, 2022 11:30 - 30 minutes - 55.8 MBAre you curious about using webinars to attract clients? How do you get started? What's the right path for you and your firm? Paul Yokabitus is our guest this week. Paul is the founder of Cary Estate Planning and Planwell Legal, where he practices Estate Planning law. Paul took what was looking like a disastrous downturn at the start of the pandemic, and turned it into a well-oiled client acquisition machine using webinars and lead-gen advertising. Paul and I discuss how you can use we...
76. Reimagining Your Workplace for the New Normal w/ Anthony Davies
January 11, 2022 11:30 - 32 minutes - 60.4 MBIs your office culture non-existent in a post-pandemic world? Are you struggling with a hybrid, virtual and in-person, work arrangement? How do you create a working environment that suits the new normal? I think most of our listeners understand that the new expectation for many workers in the U.S. is a higher level of work flexibility, in both time and location. It's your job, and your prerogative as a business owner, to determine how much flexibility you can offer and what setup matches ...
FSC REWIND: Ditching the Billable Hour w/ Jonathan Stark
January 07, 2022 15:18 - 39 minutes - 89.9 MBWe're on a brief break this week after the holidays, but we still want to give you something to think about (or revisit) in the mean time, especially if you missed it the first time around. Check out our chat with Jonathan Stark about how to ditch the billable hour pricing format. What could your business be like if you were no longer chained to the billable hour? Do you think your business model is even feasible without the billable hour? Does making the leap away from hourly billing soun...
75. Perfecting Your Holistic Sales Process w/ Allison Williams
December 28, 2021 11:30 - 34 minutes - 64 MBIs your sales process structured? Do you even have a sales process? How can a sales process affect your overall client service? Allison Williams of Law Firm Mentor joins us this week to discuss just that. Law Firm Mentor provides coaching services for solo and small law firms, and one of her specialties is perfecting their sales process. We've talked before about the importance of this process, and I love how Allison breaks it down in two parts: intake then consultation. We discuss whe...
74. Optimizing for Google My Business w/ Paul Cashman and Wes Lungwitz
December 21, 2021 11:30 - 31 minutes - 57.8 MBAs a small attorney, you know how important Google is to your business. But you might not realize that your Google My Business profile - the info that pops up when someone googles or searches for your firm in Maps - might be your firm's real key differentiator between you and your competitors. This week, I'm joined by Paul Cashman and Wes Lungwitz of Civille, a legal website, SEO and analytics firm with a specialty in Google My Business. Paul and Wes detail not just the basics you nee...
73. The Eight Layers of Legal Cybersecurity w/ Tom Lambotte
December 14, 2021 11:30 - 34 minutes - 79.9 MBWhat would happen if your firm's network, your email, your social accounts or your client files got hacked? How devastating could it be to your company? More importantly, what could you be doing now to protect your data and your business? Our guest this week is Tom Lambotte, of Boba Guard Security, who joins us to discuss preventative measures lawyers should be taking to protect the client experience digitally. Your digital security IS reputation management in today's world, and a breach...
73. Growth Strategies Without Going Crazy w/ David Heinemeier Hansson
December 07, 2021 11:30 - 35 minutes - 65.7 MBDo you find yourself slogging through the days and weeks, buried in work? Are you frustrated at your current growth? Is your company culture simply some version of “Work hard. Bill hours. Make money?” Are you happy with that? Our guest this week is a brilliant entrepreneur, David Heinemeier Hansson. David is the cofounder of Basecamp & HEY, creator of Ruby on Rails, author of “It Doesn’t Have To Be Crazy At Work”, race car driver, and the list goes on. But this conversation is really roote...
72. Growth Strategies Without Going Crazy w/ David Heinemeier Hansson
December 07, 2021 11:30 - 35 minutes - 65.7 MBDo you find yourself slogging through the days and weeks, buried in work? Are you frustrated at your current growth? Is your company culture simply some version of “Work hard. Bill hours. Make money?” Are you happy with that? Our guest this week is a brilliant entrepreneur, David Heinemeier Hansson. David is the cofounder of Basecamp & HEY, creator of Ruby on Rails, author of “It Doesn’t Have To Be Crazy At Work”, race car driver, and the list goes on. But this conversation is really roote...
FSC REWIND: Setting Our Service Standards
November 30, 2021 13:32 - 17 minutes - 31.7 MBWe're on a brief break this week after the holiday, but we still want to give you something to think about (or revisit) in the mean time, especially if you missed it the first time around. Check out John's take on setting your firm's standards. You have standards and expectations for service in your personal life - shouldn't your firm have standards too? By formalizing these standards, you can ensure great service and communication, and make things easier for clients and within your firm. ...
71. Training Your Staff for Tech Proficiency w/ Alicia Pierre
November 24, 2021 11:30 - 23 minutes - 53 MBIs every member of your staff on the same level when it comes to tech proficiency? Is it possible that you actually *losing* efficiency by employing tech? This week, we're joined by Alicia Pierre of Legally Techie, who specializes in legal-focused tech training. We want to get a lot out of our tech tools, but a lack of competence and a lack of training can lead to wasted time and wasted effort. There are so many built-in features that firms simply overlook. And on the other hand, firms...
70. Nailing Your Interview and Hiring Process w/ Molly McGrath
November 16, 2021 11:30 - 32 minutes - 75.2 MBDo you want to know how to make your job postings pop? How do you weed through a sea of applicants and land that dream employee? How do we make the hiring process better and easier for law firms? Our guest this week is Molly McGrath of Hiring & Empowering Solutions. For nearly 25 years, she's coached and consulted law firms to get the best results from their hiring efforts. Molly gives us a ridiculous number of tips and tricks to level up your hiring & interviewing game. Seriously, it mi...
FSC REWIND: Values, Culture, and Standards
November 09, 2021 11:30 - 18 minutes - 34.9 MBWe're on a brief break this week, but we want to give you something to think about (or revisit) in the mean time, especially if you missed it the first time around. Here's John's take on the importance of your firm's values, culture, and standards. Client service should stem from an overarching goal or philosophy. Our firms' values, standards, and ideal culture are the starting points that guide our service. If those are wrong, or undefined, or ignored, then our service will follow. John w...
69. The Evolving Role of Non-Lawyers in the Law Firm w/ Michelle Spencer
November 02, 2021 10:30 - 38 minutes - 71 MBHas tech made traditional legal assistants and secretaries obsolete? Think your firm can slash costs AND improve productivity by letting that support staff go? Not so fast. Law firms are laying off their support staff at alarming rates, thinking that automation is going to improve their service and efficiency. The big problem is, the automation infrastructure isn't really there yet. My guest this week is Michelle Spencer, the Product Marketing Manager at NetDocuments, a leading docume...
68. Implementing a Results-Only Work Environment w/ Jody Thompson
October 26, 2021 10:30 - 38 minutes - 71 MBIs your firm's efficiency still being judged by hours logged? Are your firm's flexibility policies still resulting in micromanagement and long hours? How can we get out of this paradigm of management by clock? Our guest, Jody Thompson, is the founder of CultureRx and creator of the Results-Only Work Environment or ROWE - a management strategy anchored in 100% accountability and 100% autonomy for employees. This is a mindshift in how we work with our employees and how to get the most ou...
67. Generating Amazing Referrals w/ Stacey Brown Randall
October 19, 2021 10:30 - 38 minutes - 71.1 MBHow much do you earn every year from referrals? What if you could dramatically increase that number with some simple steps? Our guest this week is Stacey Brown Randall, Referral Ninja Master, and creator of the Referrals Without Asking strategy. Her program is designed to generate referrals without asking, without manipulation or feeling inauthentic. We discuss the finer points of this strategy, and how to make a consistent and easy process for us, our clients, and our referral sources...
66. Five Star Service Essentials
October 12, 2021 10:30 - 34 minutes - 62.7 MBThroughout the first year in our podcasting journey, we've learned a lot from our guests, and our core tenets have been honed and adjusted. We thought we'd take this time to refresh our growing audience on the essentials, and talk about the core concepts of Five Star Counsel that have come into even clearer focus. We'll discuss our show's goals, our definition of service, how to think about your product, and how to think of your service holistically across your business. We'll also dis...
65. Big Tech's Role in the Legal Service Economy w/ Conrad Saam
October 05, 2021 10:30 - 38 minutes - 71 MBAre you fearing a new future where big tech companies push you out of business? Where the Amazon of legal services makes you obsolete? My guest and I are here to tell you to put those fears to bed. Conrad Saam is the founder of Mockingbird Marketing, an agency focused on marketing for the legal industry. He previously spent 6 years running marketing for Avvo, and he really gets the role big tech and automation can and will play in the legal services market. Conrad joins us this week to...
64. Employee Onboarding for the Modern Law Firm w/ Justie Nicol
September 28, 2021 10:30 - 36 minutes - 66.8 MBAre you ready to bring on new associates? Great! Now, how do you expect those new employees to know and understand your firm's processes, values, and work culture? You can't just throw them in the ocean and assume their law school knowledge will keep them afloat. That is old-school, 1984-law firm stuff, and we have to be better than that. Modern onboarding practices are all about giving new employees direction, but also giving them agency, and letting them come to conclusions and propose ...
63. Adopting a Value Pricing Strategy w/ Ed Kless
September 21, 2021 10:30 - 29 minutes - 67.1 MBIs a client going to pay for a service they don't value? Even if they do, are they going to be happy about it? Ed Kless is the Senior Director at Sage Accountants Solutions and host of the Soul of Enterprise podcast. Ed has fantastic takes on pricing and billing for professional services, and we had him on the show this week to discuss the concept of value pricing. Put simply, value pricing is a method of setting your price not based on a multiple of your cost, but based on the client'...
62. Running Your Service Delivery Like Disney w/ Lee Cockerell
September 14, 2021 10:30 - 38 minutes - 70 MBLee Cockerell is a customer service icon, and I was thrilled to have him join our show. Lee served as the Executive Vice President of Operations for the Walt Disney World Resort for ten years. This means he ran 20 resort hotels with over 24,000 Guest rooms, 4 theme parks, 2 water parks, 5 golf courses, a shopping village & nighttime entertainment complex - pretty much every aspect of the resort you can imagine. Now, Lee clearly isn't an attorney, and his focus has never been in the legal f...
61. Developing Your Firm's Sales Plan (Don't Be Afraid!) w/ Steve Fretzin
September 07, 2021 10:30 - 32 minutes - 60.3 MBDoes the term "Sales" make you shiver? Are lawyers, law firms, and legal services somehow above a lowly sales process? Sales is all about need fulfillment, and your clients have needs! That you can fulfill! You're not selling them on something they don't need, you're helping them solve their problem, or move their needle on an important issue. Steve Fretzin is here to explain why sales isn't, in fact, a four letter word, and why you don't need to play used car salesman. Steve runs Fre...
60. Implementing Better Automation and Systems w/ Stacy Carlson
August 24, 2021 10:30 - 28 minutes - 66.4 MBHow much time could systems and processes save you every week? If one new program or app or template could save you 2 hours a week, would you use it? Stacy Carlson is the Partner Manager at TextExpander, where she helps businesses consistent communicate smarter and faster across all their channels. She focuses on systems and processes, and is a self-proclaimed productivity nerd. We really dive into our own philosophies and approaches for implementing and setting up new processes and pr...
59. Demystifying the Law for Our Clients w/ Tiffany Christianson
August 17, 2021 10:30 - 21 minutes - 50.6 MBDo clients need to understand the process, terminology, and documents we're creating for them? Of course they do, and clients are much happier and less stressed when they understand what's going on. And, as a bonus, they appreciate us and the value what we bring to their situation. But how do we make it easier to explain and translate the specific info they need to know? Tiffany Christianson is a corporate law attorney who had clients who didn't always understand everything she did fo...
58. Optimizing Your Intake Process w/ Billie Tarascio
August 10, 2021 10:30 - 32 minutes - 73.9 MBIs your intake process getting your firm the results it needs? Is your intake process creating barriers for potential clients? Could it be refined or totally reworked? This week, we're joined by Billie Tarascio, successful attorney and co-author of Tiger Tactics: Powerful Strategies for Winning Law Firms. Billie is a master of the intake process, and gives us a really insightful breakdown of her own intake process, making things easier for the clients, the employees, and the owners. ...
57. Mastering Your Firm's Internal Training w/ Matt Gjertsen
August 03, 2021 10:30 - 31 minutes - 58.3 MBYou don't have the time or luxury of slowly getting new employees up to speed. You owe it to yourself and your firm to get new hires trained efficiently. This week, Matt Gjertsen joins us - he's a former U.S. Air Force instructor pilot and Manager of Training and Development for SpaceX who's founded Better Every Day Studios, focused on transforming how companies view learning and development. We discuss the best ways to leverage your existing employees (and their existing institutional k...
56. Improving Your Interview and Hiring Process w/ Davis Nguyen
July 27, 2021 10:30 - 22 minutes - 52.7 MBWhat kind of questions are you asking in your interviews? Do you know what are you even looking for? This week, we're chatting with Davis Nguyen. Davis is a former consultant and founder of My Consulting Offer, where he coaches recent graduates and students on how to get through the interview and promotion process at management consulting firm McKinsey, where the competition for jobs is possibly more intense than at law firms. Davis sheds light on how these prestigious firms, as well ...
55. Optimizing Your Site for Conversions and Clarity w/ Quinn Zeda
July 20, 2021 10:30 - 27 minutes - 62.6 MBIs your website god's gift to legal world? Perfect in every way? I'm gonna bet there's at least a *little* room for improvement, if not a lot. You could be leaving a lot of deals on the table, and passing on a ton of revenue by not optimizing your site for conversions. Our guest this week gives us some simple changes and things to consider when designing or redesigning our websites. Quinn Zeda is the founder of Conversion Crimes, a service that does usability testing to help you see and e...
54. Making the Right Tech Choices for Your Firm w/ Colin Levy
July 16, 2021 10:30 - 29 minutes - 68.4 MBHow do we integrate new tech in a way that improves the experience for clients and makes it easier for you and your employees to serve your clients? Colin Levy is a legal technologist and former in-house attorney who explains how not all technology, even legal-specific tech, is appropriate for every practice. Tech can be a distraction and a roadblock to service if it's a bad fit or poorly integrated. We all get the lure of shiny objects--so we need to avoid that. Understanding your pe...
53. Building a Great Virtual Law Firm w/ Sam Mollaei
July 13, 2021 10:30 - 31 minutes - 72.3 MBHow can we delegate and distribute more work off our plate so that things get done faster and more consistently? This week, we're talking with Sam Mollaei. He has started and currently runs seven virtual law firms, outsourcing work without the massive overhead. He's also served over 7,000 legal clients gathering over 2,500 5-star Google reviews. Sam will be sharing his secrets for how he's built these practices and the things to watch out for. One of the things that had confused me, bu...
52. Integrating New Tech into Your Practice w/ Joshua Lenon
July 08, 2021 10:30 - 33 minutes - 77.2 MBIs your practice going to be replaced by robots? Should we run screaming away from the impending tech overlords? This week, we're talking with Joshua Lenon, the Lawyer-in-Residence at Clio. Earlier this year, Joshua reviewed dozens of new legal technology options across various categories, looking for the best of what's coming next. When we recorded, he hadn't published those reviews yet, so we didn't get into specifics in our interview, but he sheds light on the general trends of new ...
51. Asking the Right Questions and Building Rapport w/ Brock Hendricks
July 01, 2021 10:30 - 30 minutes - 70.9 MBWhen you get on an initial call with a new client, do you know what questions you must have answers to by the end of that call? How much time do you spend building rapport and understanding? In this episode, we're talking with Brock Hendricks, and he'll share how the best practices of premium sales and service can help your legal team focus on the right clients. Now, Brock's background is about as far from the legal industry. He's the top Premium Salesperson for the Staples Center, home ...
50. Dealing with Burnout and Work-Life Balance as an Attorney w/ Sherry Walling
June 28, 2021 10:30 - 29 minutes - 66.9 MBAre you a firm owner with feelings of burnout? Are you an attorney with work-life boundary issues? It's so common and easy for us attorneys to let our mental health take a backseat to our work and our businesses. Dr. Sherry Walling helps smart people do hard things. She is a clinical psychologist, speaker, podcaster, angel investor, entrepreneur, yoga teacher, and mental health advocate. Her company, ZenFounder, provides mental health-related resources to leaders and entrepreneurs as they...
49. Avoiding Grievances with Great Service w/ Lisa Gonzalez
June 25, 2021 10:30 - 35 minutes - 80.5 MBDoes the idea of sitting before a state bar grievance panel sound like a fun time? About as much fun as a root canal or an IRS audit, right? But what can we do to help avoid grievances altogether, even from those high-maintenance clients? Lisa Gonzalez is a defense attorney and Associate Judge who served as a member of the State Bar of Texas Grievance Panels. We'll spend a few minutes going through the grievance process in Texas. Now, you may not practice in Texas like me, but these l...
48. Ditching the Billable Hour w/ Jonathan Stark
June 22, 2021 10:30 - 39 minutes - 89.9 MBWhat could your business be like if you were no longer chained to the billable hour? Do you think your business model is even feasible without the billable hour? Does making the leap away from hourly billing sound terrifying? Stupid? Suicidal? Jonathan Stark is a former software developer who is on a mission to rid the world of hourly billing. He wrote Hourly Billing Is Nuts, hosts of the Ditching Hourly podcast, and writes a daily newsletter on pricing for independent professionals. W...
47. Your Great Service IS Your Marketing (and Vice Versa) w/ Jordan Ostroff
June 18, 2021 10:30 - 29 minutes - 67 MBGreat client service is the bedrock of great marketing. It's the core of the snowball of referrals, reviews, and happily returning clients. Legal marketing specialist Jordan Ostroff of LegalEase Marketing and Jordan Law Fl joins us today to connect the dots between our marketing strategies and our client service standards. When we understand what our clients' actual goals are - moving the needle on a divorce, a recovery, or a lawsuit - we can combine that goal with our empathy and unders...
46. Succeeding with Your Own Online Course w/ Stephen Ladek
June 01, 2021 10:30 - 29 minutes - 55.1 MBAre you thinking about building a course for clients, colleagues, or your own employees? Where do you start? How do you even approach what can be a huge undertaking? Stephen Ladek of LMS Pulse joins us - he's an e-learning expert with loads of experience in the structural design of courses, testing of skills, and e-learning tech. He's got a unique take on e-learning, and has some really great advice on how lawyers can use different methods and platforms to achieve their goals, and some con...
45. Managing Stress to Maximize Productivity w/ Olivia Vizachero
May 27, 2021 10:30 - 29 minutes - 54.1 MBWhat if your head wasn't full of stressful thoughts all day? How would it change your work? How would it change your approach to clients, judges, employees, challenging situations? This week we're joined by Olivia Vizachero, the Less Stressed Lawyer. She's here to discuss stress management, understanding what truly causes your stress, and helping us clear the negative emotions so we can make a plan of action in stressful situations. Ultimately, our own thoughts cause our emotions and stre...
44. How and Why to Score Your Leads Using Data w/ Paul Kortman
May 20, 2021 10:30 - 24 minutes - 46.1 MBNot all leads are created equal. What if you could use technology and data to qualify, predict, and automatically parse out the bad from the good from the great potential clients? With a combination of human sense, digital data, and a little bit of setup, you can have a powerful, time-saving system for scoring your leads. Friend of the show and automation expert Paul Kortman returns to explain the concept of lead scoring, and how lawyers can use their existing client management systems and...
43. Reducing Client Anxiety and Friction with Marketing w/ Gyi Tsakalakis
May 18, 2021 10:30 - 23 minutes - 53.9 MBYour service and your marketing are intertwined much more than you think. Your marketing tells clients what to expect, who you are, and how you operate. That expectation sets the stage for your actual service delivery. Gyi Tsakalakis of AttorneySync joins the show to explain how you can reduce client anxiety, friction, and uncertainty with your marketing - and gain new clients by doing so. - Your marketing explains your unique qualifications and whether that's what the client needs - Hig...
42. Building a Legal Subscription Service w/ Dan Lear
May 14, 2021 10:30 - 28 minutes - 66.5 MBYou might think the billable hour is your only option. You might think that legal subscriptions will be an easy ticket to free, passive income. You might think your practice isn't even suited to subscriptions. Dan Lear of Gravity Legal joins us to challenge all those assumptions about subscriptions, and give you tips on how you can make them a reality in your practice. We discuss: - Why you're really not locked into the billable hour - How subscriptions work with different law practice...
41. Interviewing, Hiring, and Onboarding
May 10, 2021 10:30 - 23 minutes - 43.3 MBGreat service and growth starts with your firm's team. The way you screen and attract applicants, and ultimately hire and train your team shapes the entire customer dynamic. Get some invaluable tips on the interviewing, hiring, and onboarding process for your employees - an even a few things to think about from the applicant side. FiveStarCounsel.com Get our FREE client service whitepaper! Join the Five Star Counsellors FB Group: https://www.facebook.com/groups/1575616019297055
40. Mastering Consistent Marketing w/ Chelsea Williams
May 06, 2021 10:30 - 29 minutes - 54.1 MBIs your marketing plan a slot machine or a vending machine? Are you just tossing money at marketing efforts hoping to strike gold? Or do you know what results you'll get every time? Chelsea Williams of Core Solutions Group brings knowledge from the accounting & tax world to discuss some really powerful ways to critique your marketing strategy, make incremental improvements, and track your data. Stick around for some great intake chat (filters are good!) and KPI pitfalls to avoid. Find ...
39. Building a Great Course to Serve New Clients w/ Joey Vitale
May 03, 2021 10:30 - 34 minutes - 80.4 MBBuilding out a legal-focus course sounds great, right? A couple hours of work, and the checks keep coming in! Well, not to burst your bubble, but there's a lot more to it than that. You first have to consider WHY and FOR WHOM you're even making it - then get into the details of making, marketing, and sustaining a course. Trademark attorney Joey C. Vitale gives us A TON of invaluable secrets for creating, marketing, and launching a course that actually moves the needle for your clients and ...
38. Designing Your 'Win the Day' Checklist w/ Jess Birken
April 29, 2021 10:30 - 26 minutes - 48.6 MBYour to-do list is never-ending, and it's really easy to get down on yourself for not clearing it (or for not even making it in the first place). Priorities change, new work comes up, and life gets in the way, bogging you down. Making a simple list of limited things you can and must do in your day can help ground you and achieve real, tangible progress with small tasks and lofty goals alike. Jess Birken of Birken Law explains how she adapted this approach for herself, and how other firm...
37. Embracing Your Personality and Humor w/ Lianna Patch
April 26, 2021 10:30 - 23 minutes - 43.4 MBAs lawyers, we have so many self-imposed limits on our communication, especially about showing personality or humor. We fear the air of informality will make us look unprofessional or immature. But, clients don’t want to deal with a robot! Empathy and humor ASSUME trust, so why not use that to your advantage with your clients? Copywriter and comedian Lianna Patch joins us to give us all the reasons we should be injecting humor and humanity into our communication - and finding the right bal...
36. Increasing Your Speed to Expert w/ Maddy Martin
April 20, 2021 18:59 - 26 minutes - 61.2 MBGreat client service requires making the client's process as easy and efficient as possible. We should aim to minimize the time it takes for prospective clients to go from first contact to face-to-face expertise from you. Our friend Maddy Martin of Smith AI joins us to discuss the ways to increase that "speed to expert," and why it benefits both you and the client. Find Maddy on Twitter or LinkedIn. FiveStarCounsel.com Get our FREE client service whitepaper! Join the Five Star Counse...
35. Automating Your Documents and The Future of Legal Products w/ Dorna Moini
April 19, 2021 10:30 - 26 minutes - 60.7 MBHand-drafting your documents is rarely a great use of your time. You need to be automating this stuff - and you can do it without knowing a lick of code! Our guest Dorna Moini co-founded Documate to help attorneys automate their own most common documents with custom, logic-driven workflows, all without needing to code yourself. Making our service delivery more efficient AND more consistent is double-win. Since then, Documate has also become a platform for legal practitioners to create and...