NOTE FROM RJON:  I originally shared this lesson only on our private discussion forum. Then some of our Members encouraged me to share it with a wider audience – our Members are a very generous group! And then some of the things I received in emails and in responses told me I’d really struck an important and positive chord.  With several “You MUST Share This With The World!” type of admonitions. So here it is.  Remember, there’s SO MUCH business out there that we can and should all be happy lawyers who make more money!I hope the below lesson gives you some important things to think about over the weekend.  Maybe even the courage to take action on something today!~ RR—————————————— For Distribution To Members Only: … OK, so the purpose of this email…You have all heard me talk about the importance of “client grading” and how critically important it is to the long-term success of your law firm to have and enforce a “No Assholes” policy. I never “enjoy” enforcing our No Assholes Policy. In fact I think if you read between the lines below, what you’ll see isn’t so much an “asshole” as much as a person operating from a place deep in fear. Still, we can help anyone.  But as soon as we try to help everyone it’s going to ruin us for our best clients/members like all of you.  And you deserve me and me and my team at our best! Since you’re a Member I wanted to demonstrate to you a “No Assholes” policy in-action below (NOTE: The only editing I’ve done to the email string below is change the order to read top to bottom instead of bottom to top, I’ve redacted the name of this (former) member of our group, and I’ve highlighted the time sequence so you can follow the conversation more easily 😉 ——————————— From: Lxxxxx Xxxxxxxx <lxxxxxxxxx@gmail.com> Date: Thu, 15 Sep 2011 07:55:59 -0400 To: Corey Whitaker <corey@.com>, Alejandra Leibovich <alex@howtomanageasmalllawfirm.com>, Alejandra Leibovich <rjon@howtomanageasmalllawfirm.com> Subject: Re: How to Manage a Small Law Firm Customer Receipt/Purchase Confirmation — EXCUSE ME??? Rjon, Alex, and Corey, I, in no way, shape, or form, authorized TWO transactions of $750 to be taken from my account within one week of each other. I did not receive 30 days worth of service to even judge your program before you took more money out of my account. I want my $1500 back. I am happy to overnight your materials back. I received them yesterday – they’re still in the box. Thank you, Lxxxxxx Xxxxxxx From: Alejandra Leibovich Sent: Thursday, September 15, 2011 8:44 AM To: Lxxxxxx Xxxxxxx; Corey Whitaker; RJon Robins Subject: Re: How to Manage a Small Law Firm Customer Receipt/Purchase Confirmation — EXCUSE ME??? Hi Lxxxxxx, I’m SOOO sorry. It was my mistake. I put the wrong charge date when I set up the automatic subscription. I apologize. It was in no way a personal attack to you. I just void the transaction so it will not be taken out of your account. I apologize again, it was a mistake. Ally — Alejandra (Ally) Leibovich www.HowToMANAGEaSmallLawFirm.com alex@howtomanageasmalllawfirm.com Office: 1-888-xxx-7460 ext 10 Note that I did not cc anyone on the private email below as my purpose was to educate and enforce boundaries not to embarrass On Thu, Sep 15, 2011 at 1:06 PM, RJon Robins <rjon@howtomanageasmalllawfirm.com> wrote: Hi Lxxxxxx, I realize you may not have learned yet about the importance of “client grading” since we are catching-you-up to the rest of the coaching group.  A big part of how we make sure we have happy lawyers and happy lives is by being sure we only work with great clients.  And to do that we create a grading scale to evaluate our clients, just as you will learn how to create a grading scale to evaluate your clients.  Because life is too short, and there’s too much opportunity out there, to spend your life working with the wrong clients. There are many benefits to being an “A” client in my business.  Lots of bonuses and extras and opportunities that we don’t advertise that my team members often find themselves in a position to go the extra mile for our “A” clients.  The flipside of course is that just as you are free to drop out of the group, we also reserve the right to invite certain people to drop out too.  I don’t want to have to extend that invitation to you.  What I want is for you to get the most out of this program so that you can achieve all of your goals which law school, unfortunately, did not equip you (or any of us) to achieve at the business of marketing & managing a successful law firm. So here’s what it means to be an “A” client/member in my business (in no particular order):

  • We like working with the Member
  • The Member likes working with us.
  • The Member is highly-motivated to have a successful law firm and all the benefits that flow from it.
  • The Member has tangible and objectively quantifiable goals that excite him/her.
  • The Member respects my staff and appreciates them for the very challenging work that they do servicing and keeping hundreds of lawyers happy from all around the world.
  • The Member responds to the mistakes that we make in our business w ith the same grace and maturity the Member would expect his/her own clients to demonstrate when the Member’s own law firm makes a mistake.
  • The Member believes that the best investment s/he can make is an investment in him/herself.
  • The Member cooperates and supports our policies
  • The Member is collaborative and intellectually generous with the Group.
  • Good sense of humor and not easily offended by liberal use of the “F” word especially when it’s so richly called for in an explanation!
  • The Member thinks it’s cool that I work from home, with my dog and often from remote and sometimes exotic places, so there may be the occasional odd sound in the background.
  • The Member does the work required to translate the lessons, tools, insights, ideas, templates and instructions we provide into tangible results.
  • The Member is honest with us and him/herself
  • The Member remains current on their financial obligations to us and otherwise follows the rules we have established and which are designed to help all of our Members get the best results possible.
  • Positive, prosperity-based outlook on life – no whiners or crybabies allowed! Of course, everyone has a bad day.  But your email below is not acceptable.  I think if you re-read it now you’d agree that when you make a mistake you’d hope that your own clients would treat you better. 

Accordingly, please acknowledge this email and let me know if we are going to be good, or if you are returning the course materials and receive a full refund. The second charge was obviously an oversight and has already been reversed.  I apologize for this inconvenience. Optimistically, RJON From: Lxxxxxx Xxxxxxxx <lxxxxxxxx@gmail.com> Date: Thu, 15 Sep 2011 03:42:59 -0400 To: Corey Whitaker <corey@.com>, Alejandra Leibovich <alex@howtomanageasmalllawfirm.com>, Alejandra Leibovich <rjon@howtomanageasmalllawfirm.com> Subject: Re: How to Manage a Small Law Firm Customer Receipt/Purchase Confirmation — EXCUSE ME??? I don’t do business with companies that double-charge me. Your materials have been mailed to the address they were sent from. Refund my money. Lxxxxxx —————————- OK friends, so there you have it.  I sincerely hope this demonstration inspires you to document your own N.A.P. and emboldens you to enforce it.  Remember, happy lawyers make more money!   RJON   p.s. Especially if you haven’t been to one yet, I want you to give SERIOUS attention to the next (and last) Mastermind we’re hosting this year.  We have only 6 seats left as of this morning.  We will DEFINITELY sell out so I don’t wat you to miss-out!