Professionalism and Marketing How to Keep your Customers

Coming Back

ServeNow.com & ProcessServers.com Adam Camras, Co-Founder

Good News & Bad News

Collier County, Florida

Good News

We Can Fix This

Who are we?

• Launched our first legal directory in 2001• ServeNow.com launched in 2004 • PInow.com launched in 2005• Acquired ProcessServers.com• Serve Report Newsletter• ServeManager in 2009

Professionalism Basics

• Honesty• Telephone• Customer Service• Branding• Sales / Marketing• Technology• Social Media• Checklist

Garner Trust by Being Honest

Telephone Basics

• Answer the phone!• Roll over lines• Forward calls to cell phones• Phone etiquette

– “Hello” vs. “XYZ Process & Investigations how can I help you”

• Get a business line• Toll free

Customer Service

• Anyone is a potential customer• Respond to all inquiries in a timely manner• Fix your mistakes, don’t hide from them• Disputes• Difficult customers • Treat your customers the way you want to be

treated (Customer is always RIGHT)• Know when to hire help

Corporate Identity

• Logo• Business Cards, Letterhead, Envelopes, Fax

Covers, Invoices, Advertisements Affidavits, Reports, Web Sites and Giveaways

• Anything else that has your company name

Branding

• Consistent Message• Your Office• Employees• Appearance

Who Would You Rather Have Representing Your Company?

Umm… I need to… like… pick up some papers or something

…or, this guy?

Good afternoon sir. I am from ZYX Process Service and I’m here to pick up your papers for filing and service.

Advertising Budget

“If you're in a services business, you might want to bump your starting point to 8%…

I've seen companies spend upwards of 15% when warranted—especially young companies that need to invest to build their brand.”

What Should You Spend on Advertising? February 2009

Sales / Marketing

• BAM (Be a Marketer)• Networking and Associations• Ask for feedback from your customers• Up-sell your services• Ask for referrals• Compete on service not price• Stop Serving Papers• Marketing Effectiveness

Technology

• Web-based email• Domain name in email

– acamras@serve-now.com

• Have a professional web site• Use software • Have a smart phone• Backup your data• Be receptive to change

Social Media

• Linkedin• Facebook• Twitter• TweetLaw

Community Outreach

• Legal Events• Business Events• Political Events• Reach out to Legislators• Start a Company Blog• Stay Informed with RSS feeds• Share Your Importance and Expertise• Do Not Stop Learning

Professionalism Checklist

Thank you. Questions?

Contact:

– Adam Camras | (877) 737-8366 x84 acamras@serve-now.com

– Mike MacDonald | (877) 737-8366 x83 mmacdonald@serve-now.com

– Trent Carlyle | (877) 737-8366 x85 tcarlyle@serve-now.com