Prospects who don’t show up for an appointment, high accounts receivable and social media lead generation were some of the topics that are top-of-mind for attorneys.

Here are those questions and my answers:

Q:  I have a lot of no shows…any ways to improve this?

No shows are more prevalent for certain practice areas than others, but there are absolutely a few things you can do to improve the number of no shows you get.

Do call reminders the day before and on the day of the appointment.

Send email reminders the day before and on the day of the appointment.

When you set the appointment, say something like:

Thank you for setting the appointment, we have set this time aside specifically for you to speak with (insert attorney name), can I have your commitment that if for some reason you can’t make this appointment, you will call and let us know?

When people put their word on the line, they feel more obligated to honor it.

In some cases it may be appropriate to take a credit card deposit for the consultation.  If the person shows up and hire or retains the attorney, you can apply the fee to their first invoice. If they no show, they are charged.  If they show up and don’t hire you, the decision it yours if you want to refund the charge.

Q:  My accounts receivable are really high, any suggestions to help with this?

We hear this a lot with family or business attorneys. There are a few things you can do in order to improve your accounts receivable.

The first is to educate the individual before they hire you about what the investment will really be. Of course, it may change and you don’t have a crystal ball where you can look into it and know with 100% certainty how much the case will cost, but be honest up front so their cost expectations are accurate.

Every time you are hired and you send an invoice for the first time, make sure you review the bill with the client (in person or on the phone).

Attorneys are notorious for blindly sending a bill that is confusing and the client doesn’t understand what the charges are for and therefore either puts off sending in the money or calls the office and complains. Unfortunately, when this happens many attorneys will feel guilty and back off their fees and lower the invoice. This is ridiculous -- you did the work and you should be paid for it.

If your bills are in five figures, you must bill more frequently. Rather than bill once a month, bill twice a month. People pay payroll and get paid twice a month, so it’s okay to bill that often. Psychologically, individuals have an easier time paying a bill that is under 5 figures. They would rather pay two $5,000 bills in one month than one $10,000 bill. This is especially true for businesses, as cash flow is key and they have payroll to make.

If you have retainers, make sure a dedicated staff member is calling those clients to replenish the amount before it is so low it won’t cover more hours. Be proactive; don’t do the work unless the money is there. That way, you are not chasing it.

Q:  I’m on social media and haven’t gotten a single client, what am I doing wrong?

This is such a great question! Many attorneys are using social media but they are not using it in a way that allows for engagement, builds relationships and compels people to do business with them.

There are a few major mistakes attorneys make when using social media:

1.  They have a Facebook fan page, but never post anything new, they have a Twitter account but have never tweeted and have no followers, or they have a YouTube channel and their most recent video is 3 years old. Essentially, they have the social media platforms but they don’t use them.

2.  They use the social media platforms to sell. Social media platforms are about engaging with clients, prospects and referral sources in meaningful ways and directing them to your website. It is then your website’s responsibility to let others know who you are, how you are different and how you can help!

3.  They don’t keep the conversation going. If someone makes a comment on a post or a tweet or a video, it is key to keep that conversation going and get others engaged. Social media is a two-way conversation, not a platform to say what you want to say and then never address the comment, video, etc. again.

Social media is a long-term strategy, so don’t think you will set up your Facebook fan page today and will get 20 clients tomorrow. It takes time, dedication and using the platforms effectively in order for it to give you a return and help you get more clients and referrals.

Make sure you collect people’s information as often as you can. It is not likely that someone will see one Linkedin update or Facebook status and hire you immediately, so if you can capture their information, you can continue to communicate with them in a meaningful way and compel them to do business with you.

You can drive people off of your social media sites to your website, where you then ask for their contact information in exchange for a free report or a freemium.