show episodes
 
Location independence as a family is possible for everyone! Along our travels, we have met families all around the world who have embraced this lifestyle. This podcast is all about how you too can choose to live a location independent lifestyle as a family. We cover topics such as homeschooling, roadschooling and worldschooling as well as remote working and running a location independent business. Join us as we fly, sail and RV around the world!
 
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show series
 
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 sound terrifying? Stupid? Suicidal? Jonathan Stark is a former software developer who is on a mission to rid the world of hourly billing. He w…
 
Great 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 o…
 
Are 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 …
 
What 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 u…
 
Not 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 aut…
 
Your 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 mar…
 
You 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 real…
 
Great 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.c…
 
Is 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…
 
Building 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. …
 
Your 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 prog…
 
As 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 comedi…
 
Great 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 yo…
 
Hand-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 d…
 
Attorneys often fear specializing and drilling too deep with their focus, concerned that they'll miss opportunities and steady work. But casting too wide a net carries just as much downside: you stretch too thin, taking on work you're not the best at, and probably don't love. Finding a practice niche can create expert status, steady referral stream…
 
You can't deliver great service if you don't have time. And you won't have time if you're constantly juggling fifty tasks by yourself. Talitha Gray Kozlowski of LAWCLERK joins to talk about finding your highest & best use, making that your focus, and finding ways to remove the work that isn't. With solo & small law firms, figuring out what you can …
 
How often do you hear clients complain that they don't know where their matters stand or what's happening next? Keeping your clients informed is a crucial component of your service, and it saves us time and headaches too. Clients deserve to know where they are in their legal process, what to expect next, and to have clear instructions. But how do w…
 
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. When we understand our own business models, our processes, and our desired outcomes, then we can crea…
 
We talk a lot about meeting clients where they are. There are a lot of ways we can take that concept - sometimes we even mean that literally. Usually, it's just speaking plainly and finding ways to make things easier for your client. We're joined by Colorado defense attorney and systems whiz Justie Nicol to discuss her approach to prepping clients,…
 
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 walks us through the basic ideas, and explains how you can start defining and implementing these concepts …
 
We all know we should have laser-focused goals, informed by razor-sharp relevant data and metrics. But here in the real world, tracking our business's growth and overall well-being can leave us with a confusing mess of well-intentioned KPIs, random data, and unmet goals, all scattered amongst our various programs and platforms. And that's if we're …
 
As attorneys, we're not always speaking our clients' language. A lot of what we say can go over their heads, even if we're trying to speak in lay terms. We ought to be meeting clients where they are, communication-wise, and employing empathy and compassion in our client service, particularly in criminal defense. Our guest, criminal defense attorney…
 
Legal interns offer much more value than low-cost back-office labor. They can also be the future of your firm. Giving interns a well-rounded experience isn't just good for the student, but can create consistent client experiences and trustworthy associates that understand your firm's process and clientele. IP attorney Erik Pelton joins us to discus…
 
It's common these days to hear that we should be "client-focused." While that's not bad per se, if we only focus on the client, we miss a huge part of what makes great service possible. We need to set up our firms to be a three way agreement between clients, owners, and staff. By focusing solely on clients, you're cutting off two legs of the tripod…
 
We all generally know that our digital security is important But running a secure business is more than locks and passwords. Our clients expect confidentiality and our businesses rely on it. Zach Eikenberry of Hook Security joins us to explain the different aspects of physical, psychological, and informational security, and tactics for shoring up y…
 
Great service starts within your own firm. By providing your staff with reliable guidance, time, and attention, you empower and encourage them to provide that same high level of service to your clients. Regular check-ins with staff can help ensure that work is getting done correctly and balls don't get dropped. Matt Ludt of Atticus Family Law joins…
 
Great service requires more than just focusing on the end journey of your client. Yes, seeing your service delivery through the client's eyes is very useful, but it's not the end-all-be-all for analyzing your service and operationalizing efficiency. You must be thinking about every touchpoint along the way - people, places, process - and optimizing…
 
As a lawyer, good service requires delivering clear communication and effective documents to your clients. Writing technology can act as our assistant and our failsafe when drafting our writing. Ivy Grey joins us to discuss her experience at WordRake, and her wealth of knowledge about ways attorneys can improve their writing. We discuss loads of us…
 
Every firm has its own unique challenges, but this episode focuses on the three biggest choke points that we see across law firms. These three points, while broadly defined, are what prevent firms from growing and efficiently serving our clients. Our guest, John Grant, the Agile Attorney, pulling from lean methodology, helps us identify these bottl…
 
We know that attorneys are respected (and paid) for having knowledge of the law. But as a lawyer, you have a defining choice to make: create your market value as either an exceptional technical expert or as an accessible relationship builder. Today, we focus on the former choice, and how to make sure folks *know* you're the expert. Lawyer Forward's…
 
Legal skills and rote knowledge aren't everything. To be a truly effective lawyer, you need a well-rounded set of traits and behaviors, and as we're evaluating staff to hire for our firms, we need to consider applicants more holistically. Jordan Couch of Palace Law joins us to discuss a 26-factor rubric he discovered via LSAC, and how he translated…
 
We all know the power of technology to help us deliver our product, but creating a (mostly) automated legal tech product requires nuanced development and critical thinking about our clients' needs. Erin Levine of Levine Family Law and creator of Hello Divorce, discusses the process she went through creating her automated collaborative divorce platf…
 
We small and solo law firm owners don't have the time, money, or bandwidth to try out and implement every shiny new idea that we think of, no matter how great they seem. Our guest Mike Whelan, of the Lawyer Forward Podcast, has developed the Legal Innovation Canvas as a way to chart out the likely effectiveness and success that any new iterative id…
 
It's time to reframe your management approach to incorporate great service to your employees. This pays so many dividends in the long run: team morale, work ethic, efficiency, and more. In turn, all of that flows down to your clients as well. John discusses ways to make your firm a place your EMPLOYEES rave about. FiveStarCounsel.com Get our FREE c…
 
As lawyers, we strive for perfection in our work - details are crucial to our practice - but in running a business, the perfect is often the enemy of the good. This is especially true with marketing our businesses, where experimentation and a willingness to try new things can really set you apart and deliver results. We're joined by Ryan McKeen of …
 
Jack Newton and George Psiharis spend a lot of time thinking about the future of the legal profession – as CEO and COO of Clio, it drives what they do and directs their company goals. John spoke to them both on the heels of the recent Clio Cloud Conference about the future of the tech/service dynamic. We discuss Clio’s approach to legal tech as a w…
 
It's hard to know where to start improving your business sometimes. This week, we'll build on our Four Stages of Business, and help you figure out where to focus your efforts based on what stage you're at. We'll also tackle how you need to tailor your actions for appropriate risk and ROI, with client service in mind. FiveStarCounsel.com Get our FRE…
 
The lawyer mindset makes attorneys great at their jobs - questioning, pessimistic, risk-averse - but it can make for huge roadblocks to building a successful firm and innovative client service. Moshe Amsel of Profit With Law and The Law Firm Growth Summit joins to discuss this mindset and how we can reject it selectively to benefit our business. Fi…
 
Your intake process sets the stage for your entire client relationship, and can make or break your rapport, your trust, and your business together. When it comes to getting a client to choose you over other firms, not all leads are equal, and you should have very different approaches for warm referrals vs. your marketing leads. Seth Price is a mast…
 
In order to operationalize your firm's service delivery, we have to understand what really matters to clients. There's an important distinction - that your client's *experience*, though important, is only a subset of *service*, or how you deliver your physical and technical product. A holistic understanding of your service operations will make your…
 
The legal market is shifting, but the legal industry is slow (or resistant) to change. But YOU, nimble, independent, fearless listener, you can be the change and enjoy the benefits of dropping hourly billing. Jared Correia of The Legal Toolkit Podcast and Red Cave Legal Consulting joins us to discuss. Behold, The Top 5 Alternatives to Standard Bill…
 
Ethical issues can arise from incongruent communication standards and expectations set between you and your client. Lawyers are keenly aware of their ethical duties, but how do these duties impact and reflect on client service? Megan Zavieh of Zavieh Law joins us to explore this interaction and many ways we can improve (and avoid bar complaints). F…
 
Your product is the core of your firm. We need a deeper understand of what we're actually delivering clients, and what clients are paying for, before we can improve our service and our business. It's incredibly common for attorneys - even very successful ones - to have an incomplete, or even incorrect, view of their own product. John walks us throu…
 
There are a litany of soul-crushing and time-stealing tasks that you're doing every day in your practice. These tasks are using valuable brain power and time that you should be putting towards your clients and growing your business. Chances are, with a tiny bit of time and basic-level skills, you can automate those digital tasks using Zapier, Airta…
 
If you want to effectively grow, scale, and improve your business effectively, you need to understand where your business lies in the growth continuum from scrappy startup to mature, thriving company. Adam Anderson of Hook Security has an amazing take on this spectrum, broken into The Four Stages of Business. We share that today, so you can plug yo…
 
Service, as a concept, takes many forms; some obvious, some less so. We were so happy to have Maddy Martin of Smith AI on the show to share the best service-driven tactics she's seen from her time in the legal marketing world. We cover, among many other things: 1) How and why to qualify your potential clients (hint: it'll save both sides a lot of t…
 
Client service can be your practice's best market differentiator, bringing in more clients, better clients, and clients who are excited to refer you. In order to start improving, we have to have a baseline understanding of service and what it means in today's legal landscape. John walks us through a working definition, the three types of products b…
 
Andy Van Solkema is Chief Designer at Open Systems Technologies. As Chief Designer he is responsible for the practice, vision and integration of design services while infusing human-centered design mind-set with OST’s strong technology experience. Andy is also founder of Visualhero, a midwestern based experience design studio, where he practices on…
 
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