Waiting for the magic date?

One of the most interesting things about having a book is watching the sales.  A few weeks ago, I saw that sales had almost increased by a factor of five for the month of December for my book The Reluctant Rainmaker.

You’d think I’d be happy. If the sales had quintupled in April or August, I would have been ecstatic!

Sadly, I’d be willing to bet that many of the people who purchased marketing books in December bought because they’d resolved to learn about business development in 2011 and finally, finally build the business they knew they could. Now that we’re ten weeks into the new  year, how many of those books do you suppose are sitting unread on a bookshelf?

Imagine Larry the lawyer who goes through an end-of-the-year review (formal or otherwise) and decides that he’s got to get his act in gear.  He’s got to bring in more business, or 2011 is going to look as bleak as 2010 did.  So he buys a book in mid-December.  But December means year-end billing and collections, not to mention the holidays and all the requisite family activities.  Despite his good intentions, Larry just doesn’t have time to read the book, and he certainly doesn’t have time to make a plan.

January 31 rolls around and Larry still hasn’t found the time for business development planning.  So, what’s changed in his practice?  Nothing.  Neither the new year nor the resolutions he made nor the book he bought (but didn’t finish reading) made a bit of difference. But Larry’s determined.  February 1 is a fresh start, or there’s always Chinese New Year.  Where’s Larry headed?  Nowhere good, though he has the best of intentions.

January 1 isn’t a magic date. Starting a project at the beginning of the year doesn’t portend success any more than beginning a diet on Monday.  If you resolved to intensify your business development efforts this year and you haven’t hit your goals, yet, here’s some good news:  I tend to see more success and more investment from clients who dig into rainmaking activity on a random date — March 10 or May 16 or June 4 — than I do from those who wait until the new year to get started.

I’ve heard from a number of lawyers who’ve been beating themselves up because they had high hopes for 2011 and haven’t yet hit their stride for the year.  And here’s what I’ve told them:  start today.  Don’t wait for tomorrow or Monday, or for the start of the next quarter.  If it’s worth doing, it’s worth doing now.

Decision time:  what have you been putting off?  Make a plan and get it done today; if not today, get it done this week.

Fabulous Finds for February

Here are three resources that have made my life easier this month.  I hope at least one will be helpful for you.

  1. Last week, I needed to schedule a quick teleconference with five ABA contacts to plan a program.  Just imagining the back-and-forth emails that could generate made my head hurt.  So I used a simple, intuitive, free service called Doodle.com that allowed me to set up several options and send a link to each participant so they could mark their availability.  Within four hours, we had a time set — and best of all, I’d sent only one email and received none in response.  Win!  Doodle.com
  2. Planning to start an email newsletter or to send client alerts?  Check out this webinar that reveals the Science of Email Marketing.  You’ll pick up some good tips.  And be sure to read this post if you’re considering sending client alerts — because I agree that way too many lawyers send useless “me too” case analyses that don’t advance business development (but do create the illusion of useful bizdev activity, which is the worse sin).
  3. I have a love/hate relationship with Twitter (and the ‘net in general), and part of the “hate” side comes from the fact that I can wreck an entire day by checking out all the sites and resources that get tweeted.  I tried bookmarking pages, but that got unwieldy pretty quickly.  And then I found Pocket, which allows you to mark a page for later reading, even offline.  All it takes is a click (once you’ve installed the application into your browser), and you’re good to go.  You can read your saves pages offline, and there are apps for the iPhone, iPad, Droid, Blackberry — you get the idea.

Before the next conversation…


Fierce Conversations: Achieving Success at Work and in Life One Conversation at a Time Paperback

January 6, 2004
by Susan Scott

Have you ever been in one of those deadly conversations in which a lot of words fly about and yet nothing happens? Or when decisions are made and strategies are crafted, but everyone sitting around the table knows that nothing will actually change because everyone is talking around the real problem?  What a waste of time!

What’s even worse is when the dead-end conversation is one going on inside your own head. We can spend hours and years dancing around an issue, solving symptoms or even just pretending that we’re addressing the right question when in fact we’re skipping what matters most.  When you’re dwelling in the land of the unreal, even a minute is too long to spend.

Fierce Conversations revolves around the “Mineral Rights conversation.” This simple 7-step process can be used to get to the truth of a situation, create understanding about it, tackle the challenges in the situation, and enrich relationships in the process.  The seven steps (with some sample questions) are:

  1. Identify the most pressing issue.
    What issue doe we most need to resolve?
  2. Clarify the issue.
    What is going on?
    How long has it been going on?
  3. Determine the current impact.
    How is this situation impact me and others?
    What do I feel about this impact?
  4. Determine the future implications.
    What’s likely to happen if nothing changes?
    What’s at stake in this situation, for myself and others?
  5. Examine your contribution to this issue.
    How have I contributed to this problem?
  6. Describe the ideal outcome.
    What difference will it make to resolve this problem?
    What results will resolution create, for myself and others?
  7. Commit to action.
    What’s the most potent step I could take to move this issue toward resolution?
    What’s going to attempt to get in my way, and how will I get past it?
    When will I take this step?

The critical tactic to make a Mineral Rights conversation a success is to ask questions and not to comment on the answers until you’ve completed step 7. The reason is simple:  your goal is to interrogate (gently but fiercely — meaning powerfully, robustly, eagerly), to understand, and to assist in finding a solution.  This is your opportunity to listen and to provide uninterrupted attention, not to speak.  If your input is needed, you can provide it later.

And, as the author writes, allow silence to do the heavy lifting. We’re often quick to fill a gap in conversation, whether from desire to show how much we know or to avoid uncomfortable silence.  Don’t do it.  Silence creates the opportunity to reflect on the situation — on the cause rather than the effect — and to appreciate its scope.  Reflection often yields new understanding that leads to action.

Incidentally, from the perspective of business development, silence can be one of the most effective tools you can use. Of course you need to bring information and ideas to the table, but after you speak, allow them to hang long enough for your potential client to have the space to consider what you’ve said.

Imagine having a Mineral Rights conversation with a client, or having a modified version of it with a potential client. Imagine having it with colleagues representing a client with you, with staff, or even with your family.  Take a step today and answer this question:  What’s the most pressing challenge you need to resolve?  If it’s a situation that requires input from others, with whom should you have the conversation?

Fierce Conversations also includes other tools, including an exceptionally useful model for determining decision-making authority, which I previously described on the Life at the Bar Blog.  Please click here to read that post.

What’s Your Problem?

We all face challenges in the business of a law practice. We were taught in law school that we have to ask the right questions in practice to get the necessary answers for our clients.  (Litigators, you especially know what I mean!)  But somehow, we forget what that means for our own businesses.

I recently spoke with a lawyer who was looking for help in landing new business, who told me that she needed to improve the way she asked for business. That’s hardly unusual, but I wanted to be sure that she was presenting the right problem, so I asked about her sales conversations.  When we dug into it, I discovered that a very high percentage of would-be clients she met actually hired her.  The diagnosis of her sales problem?  None.  She needed to have more sales conversations, not better ones.

Another client once told me that he just didn’t have time to get everything done. After checking into his daily activities, I realized that lots of little tasks were eating up his time and he wasn’t effectively using the resources at his disposal.  His problem wasn’t a lack of time.  His problem was a lack of focus on his top priorities.

Sometimes seeing the right question is as simple as shifting from “why won’t those cheapskates pay my fees?” to “how can I make my fees more affordable and still deliver value?” Or it can be as murky as recognizing that the problem isn’t your elevator pitch but rather that you hate networking so much that you unintentionally send out signals that you want to be somewhere, anywhere else — or perhaps even that you would prefer to practice a different kind of law or to do something else altogether.

What challenges are you facing right now? What have you told yourself about those problems?  What are you missing?  And, more specifically, who can help you see the truth of your challenges?

And if you’ve been trying to solve a problem, remember Einstein’s observation that “No problem can be solved from the same level of consciousness that created it.” Just like it’s difficult to scratch your own back, it’s difficult to step outside a situation in which you’re intimately involved.  It’s critical to have a trusted colleague, a mentor, or a coach (ideally, a full “board of directors”) who can help you to examine your challenges so you know you’re working to answer the right questions.

Need another head to look at the obstacles ahead of you? I offer a limited number of complimentary consultations each month and would be happy to discuss whether I can help.  Email my team to arrange an appointment.

Quit it!


The Dip: A Little Book That Teaches You When to Quit (and When to Stick)
by Seth Godin

Seth Godin is a brilliant thinker who packs a lot in just a few words. Read his blog posts, and I almost guarantee he’ll reveal something fresh as a return on just a couple minutes of your time.  The Dip is no different:  in 76 pages — small pages, at that — he delivers insight that can change how you approach your goals

The idea behind The Dip is that there’s an initial reward for most anything you start.  You could call it excitement, beginner’s luck, or just the early, steep part of the learning curve.  But then there’s a long slog between beginning and mastery.  This is the dip, and most people never see the other side of it.  The few who persevere through the dip reach mastery, and our world rewards mystery because mastery is scarce.

Godin also describes the Cul-de-Sac, which represents the dead end projects, jobs, relationships, and so on.  You may make sideways moves or small advances, but no breakthrough is possible.  Instead of a blow-out success, the pinnacle of a cul-de-sac is mediocrity. Things won’t get much better or much worse.  If you’re in a cul-de-sac, you’re stuck.  No matter how diligently you work at it, there’s no significant upside.  Hello, status quo.

Godin argues that you must quit when you’re in a cul-de-sac so that you have sufficient resources to power through the dip. While we often regard diversification as a sensible approach, we become mediocre in a number of areas and excellent in none.  But mediocrity will never deliver the results you want.

So, how do you distinguish the cul-de-sac from the dip, and how do you know when to quit? When you consider quitting, ask yourself these three questions:

  1. Are you panicking? If so, wait.  Don’t allow your panic to prompt you to quit.  If you quit, you must decide to quit.
  2. Who are you trying to influence? If you’re trying to influence a single person, you have only a few opportunities to succeed.  If you’re trying to influence a market, Godin argues, you can build your success slowly, since every success gets you more traction.
  3. What sort of measurable progress are you making? Look for milestones that show forward progress.  If you see none, or if you see that you’re actually backsliding, then it may be time to quit.

What’s in The Dip for lawyers? If you’ve ever heard me talk about business development tactics, you may have heard me urge you to identify your strengths and to improve those.  If you’re a natural speaker, speak.  If you’re a natural at building one-on-one relationships, do that.  That’s because you can put in energy in areas of natural skill (get through the dip, in other words) and become excellent at that skill, whereas putting in the same energy to shore up a weak skill will get you only to mediocrity.  That’s only one application, but it’s a critical one.

Since reading The Dip, I’ve taken a look at where I’m spending my time. Quitting isn’t easy  (especially for those of us who’ve always been encouraged to persist no matter what) but the payoff in energy to invest elsewhere makes that discomfort worthwhile.

Pick up a copy of The Dip.  It’ll take about an hour to read, but that hour can save you many hours that you would otherwise invest in activity that lacks the payoff.  It’s great investment.

Listen Up!

Business is the greatest personal development tool that exists. The moment you take responsibility for your work and for generating and serving clients, you become your own best asset.  That’s why you must invest in yourself.  If you don’t grow, your business won’t grow.  Give that some thought the next time you’re faced with an opportunity that will move you forward and you decide to let it pass because you “can’t afford” it.

To thrive in business you must master many different skills and attitudes, one of which is the ability to relate well with others. Communication skills are especially important in business development as well, because without knowing what a client is thinking about and what the client’s objectives are, it’s impossible to know whether and how your professional skills can help that client.  Rather than focusing on what you seek to communicate to that client, though, begin by letting the client speak.

Expansive questions allow the client to guide the conversation as she prefers, and asking follow-up questions will draw out the necessary information. Depending on the context, the following questions serve as good conversation-starting questions:

  • What are your ultimate objectives here?
  • How does this matter fit into the broader business context?
  • What are you most concerned about here?
  • How long has this problem been going on?
  • What do you need from this situation, and what would you like?
  • What are the biggest obstacles you see?
  • How will it impact your life and your business to solve this problem?

Don’t allow yourself to get caught up in asking a “brilliant” question or a question that reveals how much you know. Aim instead for open-ended questions that focus on the matter at hand and provide space for a client to move into broader business concerns.

Follow-up questions can be as simple as:

  • Tell me more?
  • What else should I know?
  • What’s an example of _______?

Your goal is to get the facts and concerns that the client holds and to draw out as much information as possible. Simple questions are usually best.

But asking simple, open-ended questions isn’t enough.

It’s human nature, especially when we want to appear knowledgeable, to listen, with half-attention while planning the next thing we might say. Half-listening is almost more dangerous than not asking questions, because if information is conveyed and you ignore it, the client will feel disregarded — poor grounding for any relationship.

Instead, listen deeply to your client. What is he really saying?  Do his words, tone of voice, and body language match?  If not, what question can you ask to clear up the conflict without putting the client on the defensive?  It’s important too to listen beyond what’s said, to gain an appreciation for what’s unsaid and what context is being shared.

Two exercises to strengthen client communications

Start by noticing how much you talk in a conversation. The goal when you talk with a potential client or are deepening your relationship with a current client is to talk for only 20-40% of a conversation.  To draw out your client, ask questions only for the first part of the conversation, until you understand the client’s concerns and goals.

To strengthen your listening skills, insert a few seconds’ pause before you speak. The pause shows that you are absorbing what’s been said, and it allows you just to listen without needing to plan a response until you’ve heard everything the other person intends to say.

Incidentally, although these skills are critical for client service, you can also use them to strengthen relationships with your colleagues and in your personal life. Once you start to notice the pattern of conversational give and take, you’ll probably notice how eager many people are to talk rather than to listen.  Notice the effect when you listen deeply and probe gently to find out what really matters to your conversational partner.

Your assignment this week: Listen to your clients and potential clients.  Deeply.  If you know listening without interrupting is a challenge for you, you might even train yourself by holding a pen between your lips while you’re on the telephone.  (I wouldn’t recommend this in a face-to-face meeting!)  When you go to remove the pen, be sure it’s time for you to speak.  If not, pat yourself on the back, and keep on listenin’.

What will it take for you?

I saw The King’s Speech on New Year’s Day. You’ll probably see the movie (about the efforts by King George VI, informally known as Bertie, to overcome a stutter around the time he ascended the throne following the abdication of his brother, King Edward VIII, who left to marry the American divorcee Wallis Simpson) described as one about stuttering, about royalty, about friendship, about conflicting and social status.  It’s all of that and, to this Anglophile, more besides — a must-see that’s apparently the front runner for multiple Oscars.

But beneath all of that, deeper lessons become apparent. Here are the top three that struck me.

Masks tend to reveal as much as they cover. In other words, if you pretend to be that which you aren’t, cracks will show.  Perhaps the real you won’t leak through the cracks, but fault lines will reveal all that is not as it appears to be.  Bertie’s speech therapist Lionel Logue opined that no child is born with a stutter and that a left-handed child forced to write with his right hand will never find that motion to be natural.

From the business angle… so what? I’ve had the opportunity to coach professionals who feel they must wear a mask to work with colleagues or to attract clients.  The “lucky” ones are unsuccessful, which prompts then to re-evaluate; lucky and unlucky alike are miserable.


Who are you in your business, or in your practice?
As Bob Burg has written, “All things being equal, people will do business with, and refer business to, those people they know, like and trust.”  People are sensitive to hints of in-authenticity and tend not to trust those who wear masks.  So, really, it’s often your choice:  would you prefer to lose some business because people sense you are not the person you’re pretending to be, or would you prefer to lose some business because you are who you are, knowing full well that others will be drawn to you because you are that person?

Breaking the rules may be precisely the thing that propels you forward. In The King’s Speech, one of Bertie’s breakthroughs comes with the freedom granted when Logue urges him to curse.  Bertie, a straight-laced royal, soon lets the expletives rip.  I won’t spoil the movie for those who haven’t seen it, but letting loose plays a role later in the movie in an amusing way.

Some rules must not be broken – but those who are successful often find certain rules that don’t work for them, and shattering those restrictions also shatters the glass ceiling. What rules are holding you back?  Are they truly non-negotiable?  If you could break them, how would you do it?  And, most importantly, for the sake of what?  Don’t go breaking rules just to break them.

Opportunities may arise in the form of problems or defeat.  Take them anyway. Bertie was never supposed to be king.  His wife (the woman most of us knew as the Queen Mother) never wanted to be queen.  And yet, when King Edward VIII abdicated, Bertie and Queen Elizabeth stepped up at a crucial time in British history.  Bertie found his voice because he had to work for it.  England would likely have come through World War II and the Blitz regardless, but to hear English citizens of those years talk, the leadership shown by the “shouldn’t-have-been-royals” shaped the courage and determination of a generation.  Bertie did what was necessary to stand as a leader; his country modeled what he did.

What opportunities are in front of you?  Which have come in the guise of defeat? Perhaps you made a proposal to a potential client and lost.  What will you do?  One of my clients asked why, received valuable feedback, and proceeded to convert the prospect into a client within a matter of days for a parallel project created solely because the prospect wanted to work with her.  Perhaps you launched a program or a product and no one bought.  What opportunity can you spy when you take your eye off the failure?

Lessons from 2010

I spend some time at the end of each year planning for the next, and the kickoff is a year in review. In the process, I look at what went well, what didn’t go well, what’s changed for me and within me.  I picked up on 5 key discoveries for 2010.

  1. Turn off the email notifications.  All of them. I haven’t had a desktop email notification in years, but I never removed it from my BlackBerry.  Given the volume of email I receive, that means my phone was blinking read (“Urgent! Urgent!”) more often than not.  In the Fall, I attended a conference and wanted to concentrate, so I turned off the email notification blink.  I felt less harried right away, which I hadn’t expected.If I’m expecting a critical email, I switch back until it’s arrived, and I do get notified on text messages, which tend to be more pressing.Leaving the notification off under ordinary circumstances has made a huge difference in my day-to-day Pavlovian wear and tear.  Try it.  You won’t be sorry.  (Or if you are, you can switch back.  Seriously, it’s worth a try.
  2. It’s important to step outside your comfort zone. A couple of weeks ago, I attended a conference as a sponsor, which meant that I had to step outside my ordinary introvert comfort zone and be “on”, engaging people and chatting seemingly through the whole conference instead of taking a few minutes to regroup.  It was exhausting… And exhilarating. (And a big “HELLO!” to everyone who’s reading this after meeting me at the conference!)I’m still an introvert, but I learned that there’s a real benefit to trying out another way of experiencing the world. Business benefit, yes, but personal as well.  What would be a step out of your comfort zone?  Try it on for size. Again, you can always switch back.
  3. Most email isn’t as important as you might believe. As some of you remember, I took a sabbatical over the summer to handle some personal business.  Even my BlackBerry didn’t work in some of the areas where I was spending time, and I worried about being out of touch for (gasp!) 4-6 hours during the business day.  The world didn’t end.  I continued to work with my clients, book new speaking gigs, and meet and begin work with new clients.I noticed that when I’d return to the computer, about 80% of my email would be unnecessary. (This matches the Pareto Principle, of course.)  I’d delete that 80% quickly and move on to the meat, and life continued to run just as smoothly as ever.  I started trimming the 80%, but even though I now receive less email, I notice that the 80/20 rule still applies.  Knowing that makes clearing my inbox easier than ever.  What can you trim?
  4. Sometimes, you just goof up.  Admit it and deal. This one is embarrassing.  I had a 90-minute speaking engagement in September.  I was sharing information that I knew would help the audience, and it was a good group, with lots of participation even though we were meeting at 8 AM on a cold, rainy morning.  I’d prepared and rehearsed, and I had my presentation down cold.  It wasn’t until people started leaving that I realized that I’d goofed up — in a big way — and planned to finish after 2 hours instead of 90 minutes.  Oh, did I mention that this was a time management presentation?  (I told you it was embarrassing.)I’d love to pretend that I never make a mistake, but too many people could call me out on that. I always take my mistakes seriously — what can I learn, how can I adjust to avoid this happening again, and what can I do to correct the problem? — but there’s a difference between taking them seriously and taking myself so seriously that the only option is self-castigation.  During the presentation, I admitted my mistake (not much of a chance of hiding this one, y’know?) and wrapped up quickly… And then I went to another speaking engagement and gave one of the best presentations I ever have, using a timer that counted down to zero rather than up to the time I was allotted.Many professionals I’ve met hold themselves to a high standard that doesn’t allow for mistakes. But mistakes happen anyway.  Find the middle ground that allows you to respond appropriately to mistakes, get to the heart of what happened and change it, and then move on.
  5. Less input may generate more creative output. Earlier this year, I discovered an article that reported that in 2008:  households in the United States consumed a mind-boggling total of 3.6 zettabytes of information and 10,845 trillion words in 2008.  That’s a daily average of 33.8 gigabytes of information and 100,564 words per person.  Put another way, it’s the equivalent of covering the continental United States and Alaska in a 7-foot high stack of Dan Brown novels.Does anybody think we’re consuming less now?I’m an incorrigible reader, and people fascinate me, so I love Twitter and Facebook and surfing in general, not to mention my hard copy reading and even TV and radio. And I’ve noticed that it’s tough for me to come up with creative ideas for my clients or myself when I’m taking in so much information.  There’s no time for ideas to germinate.Have you ever been so nervous while speaking that you keep breathing in but you don’t exhale?  That’s what a lot of us are unintentionally doing with information.  We take in more and more, but we don’t allow ourselves the luxury of letting ideas roll around and transform and spark.  Try taking in less information, at least for a time, and see what happens. Perhaps (like me) you’ll find yourself generative creative ideas that would have been crowded out.

What have you learned this year? I’d love to know.

What if WikiLeaks leaked about you?

I read a Forbes article about WikiLeaks last week while waiting for a delayed flight. The release of diplomatic cables has caused much embarrassment, both because of unpalatable (though apparently legal) directives and thanks to candid assessments of diplomats and leaders in other countries.

WikiLeaks is transforming the era of transparency in operations to one of forced transparency, and that got me thinking. Back when I was practicing law, I often heard friends and colleagues complaining about their clients.  “Business would be great if it weren’t for the clients!”

Some complaints were good-natured; others were real complaints about overly demanding, rude, difficult clients. I hear similar complaints at times from my clients now.

We’ve all heard the anecdotes about service providers who’ve complained about their clients on Facebook, and that’s just stupid. That’s a self-inflicted wound.  I honestly find it a little tough to feel bad for someone who doesn’t know not to whine about clients (or just about anyone else, really) on the Internet.  But you don’t do that… Right?

But imagine if someone intercepted a handwritten note attached to a file, “Mr. Z is being obnoxious about the bill again — pls call him.” (Insert your own complaint here.)  And I started thinking (as you should), what if Wiki leaked that?  The chances are remote at best, that private communications within a small organization would ever be viewed outside that organization… But what if it happened?

Here’s the real issue:  what we say tends to take on a certain power and truth in our thoughts and is expressed in our actions. I don’t mean that in some touchy-feely, weird way.  Think about this:  if you get all incensed thinking about how Client X is always calling to ask questions you’ve already answered and then Client X calls you again, aren’t you more likely to be frustrated with that call?

Professionals don’t allow that frustration to show, but when words, thoughts, and actions are all aligned, a belief is solidified. And when a belief exists, we tend to selectively see evidence that supports that belief.  We don’t intend to, necessarily, but we tend to see what we expect to see.  That, in turn, can create a self-perpetuating cycle of dissatisfaction.

Consider how you usually think and talk about your clients. Do you enjoy the people who engage you?  If not, ask yourself why.

  • Perhaps you’ve elected to ignore warning signs that a potential client will be difficult. The truth is, difficult clients do exist, and they can lead to headaches and even ethical or legal complaints against you.  Learn the signs of a difficult client so you can make a conscious decision about whether you want to work with a particular person, and consider that a difficult client can cost far more than the income he or she may bring.
  • Perhaps you’re working harder than you’d like or with fewer resources than you’d like, and stress is showing up as frustration with clients. If this is the case, figure it out and fix the problem.  Now.  You’ll be happier, your clients will likely be happier, and you’ll probably do better.
  • Perhaps you’ve simply fallen into a habit. It’s sometimes easy to be negative.  If you notice that you’ve dropped into a destructive view of your clients or your practice, call a time-out and focus on why you do what you do.  Especially in a period of prolonged stress (as we’ve experienced in this long recession), you may need to reconnect with your purpose more frequently.

Check your words and thoughts about your clients. There’s no doubt that clients can be frustrating, simply because human beings can be frustrating.  But your success, and your clients’ success in your work together, depends on your ability to address your frustration when it’s well-placed and to set it aside when it isn’t well-placed.

So, the next time you catch yourself grousing about a client, ask yourself:  What if WikiLeaks leaked that?

Educate Them!

One of my favorite self-care activities is getting a massage. I tend to tighten my shoulders when I’m working intently, and despite stretching, the end of a major project always finds me feeling as if there’s a hot spear piercing my left shoulder.

A friend recently told me about a chain of stores that offer inexpensive massages, and I’ve noticed a proliferation of clinic signs promising slashed prices. I’ve been sticking with my favorite massage therapist because she’s fantastic and I like her tremendously…  But those signs kept showing up, and I found myself wondering if perhaps I should check out cheaper massage options and save some money.  But I wondered if the massage would be as effective and relaxing.  Would I save money, or would I waste it?

I tell you this story not to discuss my massage habits, but because this is the thought process that your clients may go through when they become aware of another service provider who charges less. It’s human nature, especially when times are tight, to notice and to consider investigating a deal.  But we all know that a “deal” isn’t always a deal.

How can you help your clients distinguish a deal from a sub-optimal service?

Educate your clients. While I was mulling massage options, I received a newsletter from my favorite spa that offered a series of questions to ask a reduced-price competitor, inquiring about important massage aspects such as the training/experience of the therapists and the atmosphere in which the services are performed.  The questions qualify the preferred provider — in this instance, the spa — as the ideal, but they’d also allow me to vet competitors to see whether another option might be a good deal.

WHAT?  Tell potential clients that someone else is offering a good deal?  Why would you do that? When you give candid information that may cut against your economic interest, clients recognize it, and it tends to raise your credibility.  When your credibility goes up, it becomes more likely that they’ll trust you when you tell them that in situation A, it’s fine to use a cut-rate provider, but in situation B, they’ll come out ahead by paying more and working with you.  And when you gain client trust, all manner of good things begin to happen.

To educate your clients and potential client market in this way, take these steps:

  1. Who are your competitors?  Who offers the same services to meet the same needs (your direct competitors) and who offers different services to meet the same needs (your indirect competitors)?  To continue the massage example, other massage therapists are the spa’s direct competitors.  Yoga studios, gyms, aromatherapy solutions, and many other modalities can credibly claim to help with physical tension that results from stress, and those other service providers are indirect competitors.
  2. How are you different from your direct competitors?  Why is massage better than yoga for addressing stress-induced tightness and pain?  Why should a business planning to incorporate hire you rather than using LegalZoom?
  3. Once you’ve identified what sets you apart, decide how you can communicate that to your potential clients.  Maybe it’s a newsletter, like my favorite spa sent.  Or you might write an article that compares and contrasts your services with others.  Perhaps you’ll weave it into conversation.

However you communicate your distinguishing factors, make sure you provide both emotional and rational distinctions. You have more experience (rational), which means that you can give clear guidance about a convoluted situation (emotional).  Because you’ve been through an experience like your client’s (emotional), you’re able to identify the steps that will have the biggest impact for your client (rational).

Instead of worrying about competition, educate your clients and turn obstacles into opportunity.