Observed

Keeping the door open allows for an engaging and sustainable conversation. When that happens, customers feel valued, leave happy, and are more willing to return.

I read a great post by Seth recently.  It was about the value of keeping the conversation with customers open.

It reminded me of an exchange I had a few weeks back with a customer at the video store where I work part-time.   On particularly busy Friday night, a customer I hadn’t seen in a while came up to my register to rent some movies for her and her kids.

Everything was going smoothly.  I was even able to sell her a candy bundle and agree to spend the extra 5 dollars to renew a month of half-off rentals.

Then, when I totaled the transaction, the system told me that she owed about 20 bucks in late fees from some movies rented months ago.  This is the point of the conversation where I’ve learned to keep the conversation open, making sure I set the expectation that they need to pay their late fees while giving the customer room to negotiate.

So, the conversation went something like this. (more…)

Ovid got it. The young Narcissus and Echo, the mountain nymph, fell in love with, respectively, his own image and her own voice. As a consequence, both faded away, leaving only the aural effect and the flower we know. The same fate awaits the law firm with Web content that does not adequately create a sense of dialogue with the visitor and their needs.

Start with the simple stuff.  For example, begin Web site content with a phrase or a sentence or a something about the client. It might be as simple as writing “Clients seek our help navigating complex interstate commerce regulations.”

In other words, get the client out front.  Better yet, characterize them strategically.  For example, say “Leading regional manufacturers seek our help navigating complex interstate commerce regulations.”

The key is to make your content more about the client (“them”) and less about the firm (“us”).  Keep this in mind for whatever Web or other business development content you’re creating.

Plus, the more client-facing your Web content, the more readable.  It adds variety when you don’t over-rely on “our,” “the firm,” “we” and their repetitive variations.

In addition to the style of the content, make sure you document the firm’s record addressing the needs of the client…and do not merely enumerate the firm’s credentials.  That’s why it’s essential to incorporate client-facing summaries of representative matters into your bios, practice group descriptions and industry descriptions.

Such an approach is not only more responsive to the visitor’s needs, but it will also set you and your site apart from the vast majority of the law firms which appear to still be enamored with themselves.

Here’s the second in a series of practical how-to writing clips from Doug.  It’s a companion to a blog post.

Want more client-facing marketing materials, including your newsletters?

The Hollywood-based BIRD branding agency recently celebrated 20 years of terrific work in the entertainment and lifestyle sectors. They excel at theatrical promotions (including this 2005 poster), logo design and branding for some of the biggest names in the business. AND, they're fun to work with! The kind of client I love.

Looking for ways to make your biz dev more about the other person?

Then consider…

• Invite a client or referral source to contribute a guest column.
• Showcase a client, recent in-the-news mention or something.  Write about something they have accomplished, not about something you’ve done for them.
• Fix your ego-centric copy.

Remember:  250 to 300 words is plenty long and engage your reader with a picture…a mugshot, product, corporate logo, etc.

Plus, whatever I’ve suggested for newsletters also works for Web sites, presentations and probably anything else of which we can think.  In fact, leverage something client-centric you’ve created for one platform by recycling it somewhere else.

The Battle of Jericho, Julius Schnorr von Carolsfeld, 1851-60. Joshua and the Israelites marched around the walls of the fortress seven times before blowing their horns and bringing down the walls.

Looking for a good way to be remembered?  One route is literary.

Another way is more quantitative than qualitative.  More about deployment than style.

I’ll call this one The Rule of Seven.

Most behavioral psychologists will tell you that it takes between about five and seven impressions for most humans to store anything in their long-term memory.  Short-term memory, BTW, lasts about 18 seconds; long enough to remember, for example, a phone number. (more…)

Selling intangibles is hard work. A lot of architects, lawyers and other professional service providers have Web sites that make it even harder.

This clip outlines seven common weaknesses of such sites and offers suggested remedies. It’s based on an article originally published by MarketingProfs.com.