If your firm isn’t ranked as prominently as it could be, perhaps the mystery can be solved with an assist from Sherlock Holmes’ famous observation of  ‘the curious incident of the dog in the night-time.” Adventure of Silver Blaze

To paraphrase:
Gregory (Scotland Yard detective): Is there any other point to which you would wish to draw my attention?
Holmes: To the curious incident of the clients on the internet (dog in the night-time).
Gregory: The clients did nothing on the internet (dog did nothing in the night-time).
Holmes: That was the curious incident.

The most powerful marketing is a satisfied client who speaks enthusiastically on your behalf.  Highly satisfied clients may be easily guided to ‘pay it forward’ to others in the form of online reviews.  Nothing is more compelling, just read recent reviews below from July for firms we support.

These reviews stand out with the quality of client descriptions of their experience and speak to the quality, speed, value, control and peace of mind that your services provide to your clients. During the fours years we have offered review generation and management support we have learned what to say when and how to best ask for and receive high quality reviews.

We would be pleased to provide a FREE ASSESSMENT of your firms current review and reputation status along with suggestions on you cam improve your online status.

Simply drop us an email or call and we will provide a comprehensive report within 24 hours. Reduce or eliminate your spend on Google Ads and let your best clients speak for you. We can show you how.
Tel 856.429-3010 or Contact or Schedule an Appointment

Clients can best attest to the quality, speed, value, control and peace of mind thay obtained by working their attorney – Read below  A Few July 2020 Google Reviews of Lawyers We Support:

Where do I begin ? This firm is not just a law firm , its like having an extended family that has your back every step of the way ! I have never met anyone that has worked harder than the incredible people at H&D ! Your health and safety are put first before anything. They are always there when you need some reassuring that everything will be ok . Im thankful for them everyday !
On a personal note thank you Christine ! You and your team are amazing ! The way you all go out of your way to make sure everything is taken care of is not something that you see much anymore . Thank you !

  • – – –

ALL staff members were courteous, prompt with call-backs and also knowledgeable. I felt that I was thoroughly guided through procedures. I contacted The Elder Law Firm 4 years ago, in the midst of my elderly, mobility-weak Mother’s fall that resulted in major surgery and lengthy rehabilitation. Unsure of Mother’s future needs and of the challenges in establishing a plan to meeting them, I contacted The Elder Law Firm. I received timely, compassionate and personalized guidance, with viable options for Mother and me to consider. My anxiety was calmed and we succeeded in establishing a plan that carried us successfully through her ever-changing next 4 years, prior to her passing at 94 years old. I extend a shout-out of thanks to Dennis, Donna, Carolyn, Elizabeth and Lauren!

  • – – –

 In late February, 2020, I needed to file from out of state for successor Letters Testamentary in Harris County for my father’s estate. The attorney I used, Ryan Cook, returned my call promptly, gave me the option of hourly or flat rate fee, explained what would be involved, then let his paralegal and other staff handle most of the contact with me. I worked with Kendall and Crystal. Both were very responsive and tech savvy. As the pandemic hit and communication everywhere was getting difficult and the probate court had limited access, these women continued to stay in touch and help me through the process, with us all working remotely. We were all experiencing a new way of being in the world and all three of them handled it with grace, humanity and efficiency. « less

Business response on Google Aug 03, 2020 10:10 PM (PST)

Louisa, thank you for such a nice review. COVID-19 certainly has changed a few things but we’re glad we were able to still assist you out of state. Stay well!

  • – – –

Elder Law of East Tennessee and most importantly, Attorney Bailey Schiermeyer, had been a valuable resource for my husband and I in the past and again, most recently, with the unexpected passing of my husband. All our end of life decisions/Power of Attorney/Trusts were expertly handled in their office with a very attentive caring staff. All steps in the process were explained in detail. Recently Ms Schiermeyer helped me again after my husband’s death. She was very helpful and compassionate and was able to give me peace of mind during the process. Highly recommend this firm AND Ms. Schiermeyer.

  • – – –

We have been clients of attorney Joseph Hoffman, Sr. and his associates for over 20 years now. Mr. Hoffman takes the time to get to know you and doesn’t mind using his time to counsel teen and young adults in order to help them have a better understanding of the law. Mr. Hoffman, like his associates, help make clients feel at ease and explain everything in detail so you understand the process. No matter what legal problems we have encountered, the firm has been able to get us fair results in cases. During the last 11 months, we faced a very grim legal matter. Two months ago, we were able to avoid trial altogether. Thanks to the tenacity of our most recent lawyer, Vicente Campo , my family member’s outcome was more than what we expected. Also, while we went through this ordeal, every time we needed to speak to Vince whether by phone or in person, he was always available. Jody Sheneman, his assistant, treated us with compassion and understanding. She answered our questions, even if for the 3rd or 4th time, and eased our anxieties with patience and kindness. When we call, we never have to wait on the line for a real person to answer and if we have to leave a message, they get returned within the hour if not, the same day. No matter which location we have gone to, the reception area is inviting and peaceful. The employees are friendly and accommodating. We have always felt treated like family. If we call with questions of small legal matters, they take the time to answer them as a courtesy right over the phone. My family and I can’t imagen going through any legal situations without Hoffman & DiMuzio’s firm. As long as we live in New Jersey, they will always be our firm. You cannot go wrong ever choosing them to represent you. Mr. Joseph Hoffman has a saying which I will paraphrase: “you (the client) are the boss, if you are not happy, we make it right

 

Your Free Review Status Report and to Learn More Tel.  856.429-3010
Contact or schedule an appt. https://premiersoftware.com/contact-us/   

 

Client Data Integration for your Adobe PDF, WORD, HotDocs

A few new features to an established WORD add-in can now read pdf form client data into Word, and further send it to HotDocs answer files.

Your existing PDF forms may be easily modifed to send form data to WORD and HotDocs (Wealthdocx/Elderdocx). It is fast, flexible and easy to use. No monthly subscription is required.

Tom Caffrey of Premier Software has been recently working closely with attorney Roy Lasris the owner developer of Pathagoras on simple yet powerful features that can streamline and how law firm process client data. Say good bye to initial and redundant data entry and those annoying typos.

Rather than talking about it we have created a couple very short videos to show you.

  1. Watch how we can read client data from a PDF intake into WORD.
  2. Watch as we assemble a 26 page document set in WORD assisted by the simple yet powerful Pathagoras add-in.
  3. Watch as we read, modify and write HotDocs answer files in WORD again as assisted by Pathagoras.

CLICK THE LINK BELOW or Call for a demo or send us an email and we will send you the link to the videos. Send us your pdf based client intake form and we will use it in our demo.

Call 856.429.3010 or email (support at premiersoftware com)

https://me.touchcast.com/s/ntm8qjj0r5

More Detailed Surf Conditions & Webcams for Ocean City – 8th Street at surf-forecast.com.

It’s summer and you may be headed to the beach. Here’s a wave widget for your favorite beach
http://www.surf-forecast.com/pages/configure_widget

If your firm’s business engine is not firing on all cylinders (or battery cells), perhaps your client process needs tuning. Here are two ways to improve your client process and create a virtuous circle for new clients. 

Your Process for Success:  Two Ways to Measure and Manage

         NPS Scoring

        Online Reviews

   au·then·tic   adj.     – of undisputed origin; genuine

   in·au·then·tic  adj. – not in fact what it is said to be

How do you ask your clients for feedback? You really don’t know how you are doing unless you ask.

Many larger companies ask a simple question, ‘How likely are you to recommend us to a friend or collegue?’ The answer on a scale of 1-10 allows calculation of NPS, Net Promoter Scoring. The simple number tells you if the client experience is getting better or worse.

Online reviews are a second way to measure client satisfaction. The bottom line, online reviews need to be natural and authentic. Google algorithms monitor and manage review publication. How then can you obtain feedback and reviews that honestly reflect the experience future clients can expect if they select your firm?  How can you best manage, even have removed, that one bad review that sooner or later may be posted against your online reputation?

Some violations cause reviews to be deleted by Google.
Anyone can alert Google and report a business [1] if they see a fake review scheme or offensive review. Here are our tips, followed by sample links to a pdf and web based feedback and survey forms:

Do Not

  1. Do not be passive, that results in your worst client writing your online reputation
  2. Do not get all reviews on a single review platform, that’s not natural and organic.
  3. Do not get reviews from one device at your location
  4. Do not ever pay, in any way, for online reviews
  5. Do not get reviews from anyone that did not directly use your service,

such as from family, friends, employees or peers from outside your area

  1. Do not place a false review onto a competing business site
  2. Do not make a review that violates Google terms of service, such as ‘gating’[2]
  3. Do not go online and post or respond to reviews in a contentious or repetitive manner

 Do

  1. Do ask for feedback and encourage reviews from all clients
    NPS Scoring webform http://bit.ly/Your_Opinion_Counts
    Client Survey pdf  http://bit.ly/Client_Satisfaction_Survey2
  2. Do make it easy to provide feedback and to get to your review pages
  3. Do monitor and respond promptly ‘response by the business owner’, a simple thank you message or offer how can we help
  4. Do tell people ‘ These reviews are to help others, so they can understand the need for expert guidance, and to share the story of their unique experience working with the firm’
  5. Do consider new web based and mobile friendly tools to facilitate and manage reviews

Recently a long-time law firm client had a negative review removed by Google. The review Google removed was from a person involved in an estate dispute, but not a client of the firm. The negative review had been posted many times over several months.  Google suppressed all but one of the redundant reviews and eventually even deleted all seven review postings, all by the same unhappy person (who was not a client).

The negative review was frustrating and annoying, but fortunately, this firm has over 200 very positive reviews and the negative review caused only a momentary blip in their online status.

Actions  to Consider
Use web-based, mobile friendly tools to conduct surveys and acquire and manage online reviews

  • Learn techniques for applying modern tools for maximum online results
  • Start asking the one simple and essential question needed to calculate your NPS[3] score
  • Conduct online client surveys and follow-up with review requests

Our team can assist you in understanding and integrating these digital tools into your client interactions. To learn more about how to activate one or more of these tools or techniques contact us.

 

About Premier
Premier Software provides technology and techniques that enable law firms to become more efficient, manage more effectively and enable a better experience for the law firm and its clients.

Tele 856.429.3010
Website www.premiersoftware.com
Email support@premiersoftware.com
Online appointment https://premiersoftware.com/online-meetings-webinars/

 

[1] GMB: https://twitter.com/googlemybiz or Facebook: https://facebook.com/googlemybusiness e

[2] Gating, refers to pre-checking sentiment before asking for reviews.

[3] NPS score is a calculation of promoters less detractors based on a single question, ‘How likely are you to refer us
to family or friends?’ (scale of 0-10)

Click Here –> Reputation Management Explained Using Six words and an Eye Test

What’s More Clear, Left or Right?

Click Here to Learn How to Assess and Understand Your Reputation Management 

What effect can a well designed PDF form have on your practice?

Developed With Leading Estate/Elder Care Firms:

  1. Streamline your Client Intake click! for VIDEO
    Make Initial Consults far more productive
  2. Form for Meetings Notes click!  for VIDEO
    and
    Assign Tasks
  3. Client Satisfaction Surve click! for VIDEO
    complete the missing step of your client
    engagement process, gain insight and referrals;
    let us show how to take client feedback and have it
    appear in an Google, AVVO, Facebook review

All PDF-FX forms can do for you is:
 – save time, reduce errors
– look more professional
– improve the experience for you and your client
CLICK HERE’ https://premiersoftware.com/pdf-fx/

The Effects (FX) are significant.
There is
no risk.
Try PDF-FX for free.


Your form is ready.
We’ve invested the time so you don’t have to.
Contact us to learn more:
Tel. 856.429.3010
Email support@premiersoftware.com

The experts know about the power of on-line reviews. In Forbes July 18, 2018 article Sharma Hyder explains the power of online reviews on protecting your reputation and growing your brand 

Many five star reviews are good, right? Yes good, but great only if the the five stars are accompanied with a glowing client narrative.  A review without a client story is a missed opportunity. Tap Into the Power of Story:  Entertain, Don’t Interrupt The Future of Law Firm Marketing is Emotion, Not Promotion

Your takeaway is to get your clients to tell their stories. What was their MDQ, major dramatic question, and how did you and your staff help save the day, as best possible? Potential clients who read your online reviews describing how you helped to solve problems for people ‘like me’ is the key to effective online marketing. It’s the motivation they need to move forward.

What can the authority on writing stories tell you?
What elements of a story should inform how you blog, and what your clients say about you? STORYNOMICS author Robert McKee, the go-to story writing expert for Hollywood’s best screenwriters, states people want to be entertained not interrupted. Online reviews market with ‘less promotion and more emotion’ and work wonders on your online ranking, reputation and results.   Interruption-based advertising is promotion that people are conditioned to ignore. People are tired of bragging and promotion. The future of marketing lies in story-based emotion, not interruption-based advertising.

McKee says story is not a narrative, chronology, hierarchy, or process.  Story, McKee says, is :
“A dynamic escalation of conflict-driven events that cause meaningful change in a character’s life”

The best  elder lawyer online reviews are ‘stories’ that are as entertaining as a well executed commercial.  Using Mckee’s (terminology), a review will start with a stable client situation (‘life in balance’);  and relate a life changing event that creates an imbalance (the ‘inciting incident’) which  creates an a need, (‘object of desire’), such as financial security or the peace of mind that a family member has the best care , describe activity (action and reaction), that results in opening of a gap between their expectation and reality, their search for help (‘crisis choice’), insights gained and resulting best possible outcome (the story ‘climax’ ), all facilitated by the knowledge and support of lawyer and staff.  A great review almost always ends with the thanks and gratitude stated in the unique and authentic voice of a highly satisfied client.

McKee says a MDQ (major dramatic question) combined with empathy (like me) results in a multiplier effect that supercharges the effectiveness of your marketing. Reviews can contain a major dramatic question, ‘what would happen if’ you had some type of medical or financial emergency, and combine that with real life situations that are similar to your online reader.  To have people searching for help online, identify with how you have solved problems for people ‘like me’, and to create greater emotion and motivation to move forward, it just doesn’t get any better than having them read a great online ‘review-story’.

We would like to share recommended best practice strategies and file closing process learned from working with leading estate and elder care law firms that generate, manage and market  online ‘review-stories’.  New technology makes it easy to gerenate, monitor, respond and display online review in all the right places online. Less promotion and more emotion can work wonders on your online ranking, reputation and results.

Please schedule an online appointment or register for our July 23 ‘Review-Story webinar’.
http://www.calendly.com\premiersoftware

In Storynomics, brilliantly introduced in a 100 second video https://storynomics.com/ , McKee sets forth elements of story and how it applies to marketing.  A great story typically starts with a life in balance and that suddenly gets thrown out of balance. What would you want if ‘X’ happened to you, where X is any life changing event.   This jump off the cliff moment is the major dramatic question, MDQ, which McKee says if combined with empathy (like me) will increase the impact of your marketing many times over.

We are all wired to remember stories.  I have been instinctively attracted to and can easily recall reviews of my elder law attorney clients when I read what I refer to as ‘review-stories’.  These review-stories often start off with the client, whose life was in balance, suddenly having to deal with the disruption.

Here are some selected examples of major dramatic questions in elder law that can be:
> ‘My husband was diagnosed with Lewy body Dementia’
> ‘…very sudden and difficult situation after my brother passed away suddenly’
> ‘When my In Laws passed away we were so stressed n confused about what we needed to do’
> ‘My very intelligent, opinionated, and “with it” 87 YO father typically finds something negative to say about everybody he meets, and even more so for attorneys and about the “justice” system in general. So setting up the appointment for him to sign estate documents made me very nervous when I realized I would not be able to make it to the appointment myself.’
> ‘We were in need of quick advice as our mother unexpectedly became ill.’
>‘…resolving some very difficult legal issues involving medicaid and living trusts…’
> ‘As regular folks, we have NO idea the complexity of senior estate planning, benefits or assistance.’
> ‘We hired [law firm name] less than three months ago and now my 84-year-old mother, who has dementia,… is living somewhere safe and beautiful with wonderful staff and round-the-clock care!

 

and here is an example of a ‘review-story’

 Originally Posted on Google as a Five sStar Review ★ 

After exhibiting minor symptoms of dementia for some time, my 82 year old father fell and broke his hip. After the hip surgery my father’s dementia increased significantly. My 80 year old mother and my sister and I were quickly overwhelmed and we needed help. My parents had a small but significant “nest egg” of life savings.
When we first visited Elder Law of East Tennessee, Amelia and her staff made us feel most welcome. Amelia had already analyzed our situation and she was fully prepared. We sat in a private conference room where Amelia made diagrams on a white board and used layman’s terms to explain all of our options and her recommendations. These methods were exactly what we needed to easily understand what our choices were and exactly how Elder Law of East Tennessee would be able to help us. This was just a preview of the excellence and professionalism that she and her staff have consistently demonstrated from day 1. Incidentally, we have just signed up for our third year with Elder Law of East Tennessee. We could not do all of the things they are doing, nor would we have time, nor would we even know how.
Besides their outstanding estate and benefits planning, Amelia and her staff provide outstanding customer support. They promptly return emails and phone calls and they are proactive about the changing needs and conditions of the dementia patient and the patient’s immediate family. They even make visits to my parents’ home to help with benefits forms and agency questions by telephone and in-person visits. This is a huge help for my parents as they are easily confused and have great difficulty with complicated subjects. Amelia and her staff have earned our trust and our gratitude. They genuinely care about their clients and we have experienced this first hand time and time again.
I have nothing but the highest praise for Amelia and her staff. Elder Law of East Tennessee has been a blessing to us during these challenging times for my parents and my family and we would be so much worse off without their help. A heartfelt “Thank you” to Amelia, Julia, Jill, and Kyra. « less

Business response on Google Jun 21, 2017 05:00 PM (PST)
We appreciate you sharing your story about your experience! Our team has enjoyed every minute of our time with you and your parents. We can’t imagine a more kind and thoughtful family. It has been our pleasure to have helped you through the challenges you faced when you came to us, and it is our honor to continue the journey with you for a third year!

 

Contact Premier to get the most benefit from your on-line reviews.

The esteemed legal marketing consultant Mark Merenda, often stated: ‘The first rule of marketing is to show up’. 

Digital Marketing:
The BrightLocal link below includes the top legal niche directories (there are riches in niches) ranked by domain authority. The list has convenient links to verify or edit your firms information. This might be a good homework assignment for you or your digital marketing specialist. https://www.brightlocal.com/2018/04/06/top-local-citations-by-business-category/#legal

In today’s online marketing world, accurate information in online business listings and citation sites is critical. In addition to the major sites like Google or Facebook, it is good to have accurate business information in the legal niche sites.(such as Justia, Findlaw and A.V.V.O )

 

More from BrightLocal:
The accuracy of business listings, directories and citations can sometimes fall by the wayside.
https://www.brightlocal.com/2018/06/21/inaccurate-business-information/

BrightLocal Blog » Top Local Citations by Business Category
https://www.brightlocal.com/2018/04/06/top-local-citations-by-business-category/

Online directories (often referred to as ‘citation sites’) are crucial for local search optimization, and our recent research shows that consumers lose trust in businesses with inaccurate business listings. But which online business directories and citation sites are the best? The citation lists below are the outcome of a huge project to compile the most comprehensive list of niche citation sites available on the internet.

 

#1 Digital Dashboard The first of our 7 recommended Digital Options for Your Law Practice

Digital Dashboard (for SQL Databases)
Try it here http://bit.ly/Time_Matters_Dashboard
Powered by Microsoft ‘Power BI’ (Business Intelligence)

 

Actionable Information!  (Change Selections and Drill Down Dynamically)


Work with E’s – Efficiency, Effectiveness and an optimized client Experience
(Adobe, Birdeye, Calendly, Infusionsoft, ShareFile, Yext, MS Power BI, Zoom)

 

  1. Digital Dashboard –  Try it here: http://bit.ly/Time_Matters_Dashboard
    Use Microsoft Power BI for Time Matters
    interactive reporting, graphics, KPI’s
  2. Fillable, Dynamic PDF’s –  Friendly, firm branded client intake forms

 

  1. Secure File Sharing –  Secure, simplified, firm branded file sharing

 

  1. Event Management –  Automated event notices, reminders, follow-ups

 

  1. Virtual Meetings –  Expand your options for meetings and webinars

 

  1. Online Reviews            –  Review Alerts, Generation, Marketing

 

  1. Online Business Listings – Claim and cleanup your online business citations

 


Premier Software is an Authorized Reseller for:
ActionStep, Centerbase, Time Matters & ZolaSuite


Attorneys, and even the experts in law firm marketing,
almost always overlook a certain critical aspect of online reviews.

In a recent webinar, a very professional legal marketing consultant, totally missed emphasizing the critical opportunity lawyers have that transforms a boring five star review into a great five star review.

Read the rest of this entry