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Do You Value Your Clients? Why It Matters and How to Demonstrate It.

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In today’s crowded landscape of lawyers and law firms readily available to everyday consumers, the question of whether you truly value your clients has never been more pertinent. The answer is not just a reflection of your company’s ideology; it’s a crucial factor that can influence client satisfaction, loyalty, and overall business success.

Considerations in going the extra mile:

Elevated Expectations:

  • In an age of heightened connectivity and digital interactions, clients expect more than just transactions. They seek meaningful connections, personalized experiences, and a sense of being genuinely valued by the businesses they engage with.

Power of Reputation:

  • Word-of-mouth travels at the speed of social media. Clients who feel valued are more likely to become brand advocates, contributing to positive online reviews, referrals, and an enhanced reputation that attracts new clients.

Competitive Edge:

  • In a competitive market, where choices abound, client value can be a differentiator. Businesses that go the extra mile to demonstrate their appreciation for their clients stand out, creating a competitive edge that fosters customer retention.

Building Long-Term Relationships:

  • The longevity of client relationships is crucial. Valuing clients establishes a foundation for long-term partnerships, leading to repeat business, sustained revenue, and a client base that evolves into a community.

Appreciating your clients in 2024:

Personalized Experiences:

  • Tailor your interactions to the unique needs and preferences of each client. Utilize data and analytics to understand their preferences, ensuring that your communications and services are genuinely personalized. For example, when communicating with a client, reference conversations you’ve had, things you’ve learned about them on a personal level and remember your audience. Consider your “voice” and language in your communications.

Active Listening:

  • Actively listen to your clients. Whether through surveys, feedback forms, or direct conversations, understanding their concerns and desires is a fundamental step in demonstrating that their voices are heard and valued.

Timely and Transparent Communication:

  • Keep clients informed about relevant updates, changes, or advancements. Communication builds trust and reinforces the notion that you consider clients as partners in their journey with your firm.

Exceptional Customer Service:

  • Deliver customer service that exceeds expectations. Train your team to be empathetic, responsive, and solution oriented. A positive customer service experience can leave a lasting impression on clients.

Value-Added Content and Resources:

  • Provide valuable content, resources, and insights that go beyond your core products or services. This could include educational content, referrals and other  tools that empower clients and demonstrate your commitment to their success.

Regular Check-Ins:

  • Schedule regular check-ins to inquire about your clients’ satisfaction and address any concerns. These proactive conversations show that you are invested in their well-being and are continuously striving to enhance their experience. If they need something you can’t provide, consider taking a few minutes to brainstorm and find additional resources.

Recognition and Acknowledgment:

  • Publicly acknowledge and recognize your clients for their contributions, achievements, or milestones. This not only showcases your appreciation but also amplifies their success, reinforcing a positive partnership.

Valuing your clients is not just a business strategy; it’s a cultural shift that aligns with the expectations of the modern client in 2024. By embracing personalized experiences, transparent communication, and initiatives that go beyond the transactional, businesses can demonstrate their commitment to client value, fostering lasting relationships and sustainable success.

Be Represented Your Way!

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In the world of legal advertising, just like in the legal field itself, one size does NOT fit all. Your brand, your values, your unique story deserve to shine through.

  • Trust your gut: Every law firm, every attorney, and every legal service is distinct. Do not be afraid to showcase your firm’s authentic brand. Just remember that your audience is diverse. Whatever voice you choose, make sure it can be heard and embraced by everyone you reach.
  • Represent Your Brand: You have a vision, a mission, and a message that sets you apart. In legal advertising, we believe in representing your brand the way YOU want it to be represented. Your voice, your identity, your expertise – it is what makes you extraordinary!
  • Diverse Strategies: Legal advertising has many “legs” and a true strategy to ensure those “legs” complement each other is paramount.  Your brand is multi-faceted, and your marketing efforts should be as well.
  • Build Trust: When you are genuine and authentic in your advertising, you build trust with your audience. They’ll see that you are not just another lawyer, but a true partner and person who genuinely cares about their needs and concerns.
  • Embrace Variety: It’s easy to fall into a rhythm of running what you know has worked for your firm in the past. But remember, audiences expand and change, so the way you create and deliver your message needs to expand and change as well. Be open to innovative ideas, because while you know your audience, you may not BE your audience.
  • Elevate Your Brand: By embracing variety and innovative ideas in advertising, you are not just promoting your services; you’re elevating your brand. Let the world see the incredible qualities that make you stand out…Authentically!

At Network Affiliates, we are here to help you showcase your unique identity in the legal world. Your vision, our expertise – together, we’ll create an advertising strategy as diverse and vibrant as your brand. If you’d like to discuss the many ways NetAff can help you stand out and represent your brand the way you want to be represented, simply give us a call at 800-525-3332 and ask for Tammy Kehe! Network Affiliates. Our Network. Your Move.

How our work lets you do your work

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Can you imagine investing millions of dollars on JUST your advertising creative? We can. And we HAVE!

At Network Affiliates, we have a massive repertoire of exceptionally effective advertising concepts and campaigns just waiting to shine and deliver results in your market. We have invested literally millions of dollars into crafting and creating a diverse collection of legal campaigns that will get people talking and move the needle with quality leads and cases. This is how you fully leverage and expand the results of your media investment.  From your creative to your marketing strategy, once you join the “Network,” your firm will stand out in your market in the best ways possible.

We have targeted creative campaigns that speak to (not at) and impact every demo, every type of personal injury case and every prospect in your market. And the hits keep coming because we’re a creative bunch and we just can’t help ourselves.

We pride ourselves on tailoring unique creative just for you. Like a suit, but better, bc our work lets you do your work… providing people the expertise and help they need when they need it most.

Network Affiliates… Our Network. Your Move.

“Secret Shopping” Your Law Firm

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Intake is the #1 most important aspect of building a successful practice. Why?

By building a successful intake practice, you are perfecting your brand and increasing your business! This is your opportunity to ask yourself:

  • Who are we as a law firm?
  • Are we representing ourselves accordingly when potential clients reach out to us?
  • Do our intake specialists’ behavior, tone and customer service skills represent our brand?
  • From an objective perspective, is our intake staff as compassionate/professional/well-informed as we need them to be?
  • Do our intake specialists have what they need to be successful?
  • Are we providing them with the right kind of support and training?
  • Are we respectful of their expertise and adapting our intake approach accordingly when appropriate?
  • Are our intake practices demonstrating excellent conversion?

Running a successful law firm requires that you spend time focusing on every facet of your practice. But you can’t win cases you don’t get. By performing secret shopping, you have a unique opportunity to examine and perfect your firm’s customer service experience.

How can you effectively secret shop your firm? Here are some tips that may come in handy once you have made the decision to move forward:

  • Selecting a secret shopper”: Make sure to choose someone your team won’t know. You can either hire professional secret shoppers, or go with someone you know, as long as they can be objective. There are even professional services out there that specialize in “shopping” the legal field.
  • Know your objectives: Make a list of what you want to learn through this process, and make sure the secret shopper knows what questions to ask.
  • If possible, have multiple shoppers call. One bad call doesn’t mean your process isn’t working.
  • Call at various times of the day: This allows you to gauge consistency, track weak performance windows and truly understand how your intake is performing.
  • When you have to say no: Along with having one caller ask about a case you KNOW your firm would take, see what happens when a shopper calls with a case you can’t help them with.
  • Compare: Consider having your secret shopper call competitors’ law firms as well. You know your potential clients are “shopping around.” Why shouldn’t you?
  • Review the results with your team: Share the shopper’s feedback so they can learn what worked and what needs to improve.

You may not always like what you hear from the shoppers, but constructive feedback allows room for growth, both for your intake team and your firm!

So, what do you do with the results? Hopefully, you went into the secret shopper exercise with clear goals. Now’s your chance to leverage your investment!

Once you’ve received feedback (or even better… heard the calls) thoughtfully review what happened. Here are some things you may want to highlight for improvement:

  • Evaluate hold times. Was your shopper forced to wait on the line for too long? Do you have exceptionally busy times of the day? Is your phone system up to the task? Do you need additional staff or a more streamlined intake process?
  • Make intake easy. Did the caller have to answer too many questions before being offered an appointment? If your intake process is too cumbersome, callers may lose interest in proceeding after the first few minutes. They want to be heard and know if you can help them as quickly as possible. If you can’t help them, they want to find someone who can.
  • Improve staff’s ability to provide answers or resources: The reason for this is twofold. Your intake team cannot answer legal questions, but are they provided with pre-approved options and answers? Are they trained to go beyond “no, we can’t help you?” Remember, even if you cannot take the case, you are still building a relationship. Now you have (1) a legitimate reason to capture contact information and (2) an opportunity to build credibility for your brand.
  • Refine training:  Remember, this secret shopping process is about growth, both for your firm and your intake specialists. Be thoughtful in how you address any shortfalls. Your foundational goal throughout this process is to inspire and improve.

Now you have some real things to work on together. And you don’t have to take on all the work yourself. Bring in other members of your team to help create solutions.

Lessons

At this point you have heard the calls and processed the feedback. Now what?

  • Refer to your original goals: Not only will you see where you stand, but you may see some missed opportunities and room for creative problem solving.
  • Give Feedback: Be prepared with constructive feedback for your intake team.
  • Think creatively on how to leverage what you’ve learned: Don’t just think about the calls that resulted in cases. Look at the calls that weren’t a good fit. Sure, it may take a little more time in the intake turn-around rate, but you are still winning hearts and minds. In a 40+% referral world, you are building capital with every call. What does your firm’s network look like? Are there other firms or resources that may help the people that you can’t help, and do you know who they are? Are you able to capture an email address to send resources? As you know… contact info is priceless to your practice.
  • Addressing issues: Is your priority simply to “catch” the underperformers, or are you also looking for the successful performers and sharing their techniques? Secret shopping your firm is about growth… not guilt! Positions on an intake team aren’t for everyone, but with a little support and extra confidence, turn-over is less likely… saving you money in searching for staff and training costs.

Remember, consumers are more likely to leave a bad review after having a negative experience. The last thing you want is to have callers who are frightened, confused or frustrated diminishing your brand online. A review such as, “they couldn’t take my case, but they pointed me in the right direction” can be worth as much as any “win” in the long run. Network Affiliates. Our Network. Your Move.

Reinforcing Your Brand Series #6 – Straight Talk and Attorney Insights

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Another category proven very successful for our clients is what we call Straight Talk and Attorney Insights. Straight Talk is informational, where you speak specifically about all things legal. Attorney Insights is the more personal side of that; why you do what you do, how you feel about what you do, what makes you “tick”.

  • Both approaches are important because they create an additional opportunity for potential clients to get to KNOW you, to TRUST you and to LIKE you.
  • Many accident victims don’t call a lawyer because they don’t understand the process and don’t understand the language (legalese). It is imperative to a prospective client that you can be straightforward and thorough, without being overcomplicated. Potential clients need to trust that you won’t look down on them if they ask for your help.
  • Straight Talk and Attorney Insight campaigns allow you to be you; to provide valuable information, and help potential clients make the best decisions for themselves and their families.
  • These campaigns are prime opportunities to demonstrate your brand promise and promote your firm in a manner that you want your firm to be represented.

If you’d like to see how Network Affiliates can help you craft and share your brand’s voice, character and expertise, give us a call at 800-525-3332 and ask for Tammy Kehe! Network Affiliates… where collaboration and creativity redefine legal advertising.

One voice heard by many

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In the world of legal advertising, your message speaks volumes.

The messaging we share in legal advertising isn’t just about the words; it’s about forming an emotional connection and really impacting people in their heart, mind, and soul.

Here’s why diversity in messaging is crucial:

  • Reflecting Your Diverse Community: Your demographic is rich and varied, and so are the fears and challenges they face. By embracing diversity in your messaging, you ensure that everyone feels seen, heard, and represented.
  • Empathy and Understanding: There’s a big difference between speaking at your audience and speaking to or with your audience. Speaking to different demos in the manner that moves each of them uniquely is critical.
  • Building Trust: Trust is at the heart of every successful attorney-client relationship and that starts long before they ever need you or call you. When what you say puts the clients’ interests first, it shows that you are genuinely interested in serving the varied needs of people in your community.

In today’s media saturated environment, you need to stand out to the people who need you now and those who may need you in the future. It’s important that you are educated in the depth and breadth of the types of people you serve. And you need different messaging to meet them where they are.

If you are interested in exploring how Network Affiliates can help you really connect with your diverse audience, give us a call. This is definitely our “jam”!

Network Affiliates… Our Network. Your Move.

Reinforcing Your Brand Series #5 – Testimonials

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When it comes to legal advertising, the stakes are high, and the competition is fierce. Clients seeking legal help are often facing some of the most critical and stressful moments of their lives. In such a climate, trust is non-negotiable. That’s where authentic testimonials step into the spotlight, and their importance cannot be overstated.

  • Testimonials provide an exceptional, authentic, “real” connection to you and your firm.  They give audiences a chance to see themselves in your client base, which ultimately makes you more relevant to their needs. It’s referred to in the industry as “social proof.” Think of it as… “if it worked for him, it will work for me.”
  • Testimonials demonstrate to your audience that you’ve not only handled cases like theirs but have also delivered results that have left clients very satisfied. They offer the validation that your claims are more than mere words; they’re backed by real-world results.
  • Testimonials can humanize you and your firm. They showcase the compassionate, understanding, and competent side of your team. When clients share their stories and emotions, it helps break down the barriers, making your firm more approachable and relatable.
  • Testimonials, particularly when they convey the emotional journey of a client—from despair to relief, from confusion to clarity—forge an emotional connection with your audience. It shows that your firm understands not just the legal intricacies but the human aspects of the cases.
  • As a result of the connection that testimonials provide, we’ve seen increases in call volume and improved conversion rates.

If you’d like to know more about how Network Affiliates has mastered the art of Testimonials, give us a call at 800-525-3332 and ask for Tammy Kehe! We’d also like to invite you to see some of our very own client testimonials. Please click here. Network Affiliates… where collaboration and creativity redefine legal advertising.

Reinforcing Your Brand Series #4 – A Local Focus

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The campaigns in our vast creative collection are not meant to be used instead of campaigns unique to your firm, but to compliment and reinforce your brand and your messaging with the highest production value in your market. It’s your secret weapon and competitive advantage, so use it! Unique custom production opportunities are priceless!

  • Talking about your local connections builds trust and familiarity with your audience. If they feel like they already have an ally, they are more likely to choose you when they need help.
  • Your firm becomes more relevant to them. Audiences may not understand that there are state laws at play. An “I’m Local – living and working in this community every day” approach gives you the chance to tell them that you have a deep and personal knowledge of the state laws, the people, and what’s at risk when they’ve been injured.
  • Local-centric campaigns also give you an advantage when going up against out-of-state or out-of-market firms. They are a great opportunity to reinforce that your audience is more than a number…
  • And, locally focused commercials give you an opportunity to show audiences you provide personalized care and one-of-a-kind service and take pride in protecting and representing the people in your community every day. 

Let Network Affiliates help you stand out and stand up for your market. To learn more about how we can help elevate your brand and leverage all the things that make your firm unique, give us a call at  800-525-3332 and ask for Tammy Kehe!

Network Affiliates… where collaboration and creativity redefine legal advertising.

Reinforcing Your Brand Series #3 – Campaigns that Teach Us

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It’s important you also provide learning opportunities for your audiences. Many people have never needed a lawyer and wouldn’t have the faintest idea of what to expect or how to go about getting help. You don’t need to tell them how much you care and are there to help. You need to show them. When you teach someone something that will help them protect themselves and the people they care about, you position yourself as a trusted resource and ally.

  • With humor and drama, you’ve got the emotional appeal covered. Informational ampaigns are important because they have a rational appeal, rounding out your audience reach.
  • They let future clients know that you are exceptionally knowledgeable,
    transparent and genuinely committed to protecting their interests.
  • Informational campaigns give you the chance to reveal all the features, benefits and unique selling points of your practice, such as your experience, results and dedication to customer service highlights. Your “Because”….so to speak.
  • And finally, they go a long way to preemptively establishing a sense of trust in you that makes it more likely that an accident victim will remember to call you when they need you. Let Network Affiliates be your trusted business ally. To learn more about how we can help elevate your brand and drive attention to your firm, give us a call at 800-525-3332 and ask for Tammy Kehe! Network Affiliates… where collaboration and creativity redefine legal advertising.

Reinforcing Your Brand Series #2 – Campaigns That Move Us

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The world of legal advertising is often synonymous with facts, figures, and fine print. But it can be so much more than that! To capture your audience’s attention, it’s critical that you include messaging that captivates, engages, and leaves a lasting impression on your audience. Using dramatic elements can help you do just that.

  • Commercials that are dramatic engage viewers by tapping into emotions such as empathy, tension and excitement, making your brand more memorable.
  • Drama allows for a unique kind of storytelling and narrative arc which can immediately capture people’s attention and investment in what they’re seeing.
  • Because of this storytelling structure of conflict and resolution, audiences are more likely to stick with the commercial to see how the messaging resolves itself. In this context, that would be hearing from you.
  • Studies show that emotional connections can lead to a deeper understanding of the message. When you resolve the drama at the end of the commercial, viewers see you as a problem solver in their minds.
  • When we create longer format dramatic pieces there is an additional opportunity for exposure, such as through sharing the full stories on your website and parsing out the story via social media.

When we create dramatic campaigns, we walk a very tight rope, and there’s a fine line that we are very careful not to cross. This is another reason why we keep reinforcing that a well-rounded, strategic creative approach is essential. Executed with thoughtfulness and inclusiveness, your advertising strategy will educate, inspire, and touch the very core of all human emotions.

Let Network Affiliates’ targeted results captivate you! Give us a call at 800-525-3332 and ask for Tammy Kehe! Network Affiliates… where collaboration and creativity redefine legal advertising.