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
• 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 [email protected]
– Mike MacDonald | (877) 737-8366 x83 [email protected]
– Trent Carlyle | (877) 737-8366 x85 [email protected]
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