Cradle to Grave - How to Handle Assignments in a Way That Improves Customer Service

I tell the clients we handle everything cradle to grave.  But what do I mean by that?  I'm not just talking about picking up an assignment and serving it.  I am talking about a whole lot more, and in so doing I am giving the client far better customer service

Keep in mind what I am suggesting requires that you train the client and educate them upfront so that you alleviate their anxiety and answer any concerns they might have.  I usually do so during the initial contact.

I tell the client that we handle the assignment from cradle to grave, and this entails the following:

Pick up the assignment
Attempt service
If the service address is bad, conduct a relocation search to find a better address
Attempt service at additional addresses
Draft any documents (affidavits, orders, motions, etc.) needed to complete service
Stake out (if necessary)
Notify client of service completion
Filing of Return of service

This is not all-inclusive as certain factors may require other types of services be conducted, but the point is that all of this is done without much consultation or zero consultation with the client (in some cases).  The philosophy behind this is that it is my job to handle service of process.  Anything I can do to make that seen through to completion without involving the client, I will.  It takes it out of their hair, allows them more time to work on other matters, and it keeps the assignment moving forward rather than waiting for approval and authorization from the client to go on to the next logical step.

Keep in mind, however, I do not take any actions I am clearly not allowed to do without their authorization, such as file motions or attempt to act within what is exclusively the domain of the attorney.  And this takes a bit of experience and considerable knowledge of the laws regarding procedural due process under the law.  So study up on what you can do and what you are allowed to do.

So, given that thought, should you attempt to follow the same philosophy.  Yes, you should.  Handle any problems within your scope of responsibility that you know how to handle, and finish the assignment without having to constantly get clearance and input from the client.  I know that sounds controversial, but it can be done, and the clients (once they are used to it) will come to expect it, will come to rely upon you to do so on every assignment, and it is an automatic "up sell" of additional services without having to wait for approval.  Lastly, over time your clients begin to perceive you as an expert and a professional, and they will let you do the assignment the way you think is best, without worry, to its logical and quick conclusion.

Check out "The Business End of Process Service" available through Amazon.com.  Just click this link http://www.amazon.com/Business-End-Process-Service-Running/dp/1478117869/ref=sr_1_1?ie=UTF8&qid=1442067464&sr=8-1&keywords=the+business+end+of+process+service

Collections

As with any business, the process (pardon the pun) of invoicing and collections is critical.  You have to have constant cash flow in order to continue operating.  And sometimes just waiting for a check to arrive is not such a good idea.  Best not to hold your breath!

Don't get me wrong.  I'm not saying that attorneys don't pay their bills.  Some do, some don't.  Attorney clients are just a reflection of all customers, regardless of the industry or the service.  Some are quite conscientious, others not so much.  So how do you go about billing for your service and actually getting paid.

There two basic models in the process service industry for receiving payment along with variations on those models. 

The first is to receive your money "upfront".  This is actually quite desirable when dealing with new clients who have not established a payment track record with you.  It's also well advised to do this when accepting any assignment from anyone that is located out of state or even outside your normal market (city/county).  If you don't and they fail to pay, collection efforts become difficult and costly.  The only glitch with getting money upfront, though, is what if the assignment entails conducting services that were unforeseen at the time you accepted it and this causes costs to exceed the "pre-paid retainer".  Your basic remedies are to invoice the costs that are over and above the retainer and hope to get paid, or simply do not conduct any services above and beyond until you have gone back to the client to receive the additional funds to continue.

The second model is to simply invoice the entire assignment after completion without payment upfront.  Again, this is a not recommended with new clients in your area or any clients that are located outside your normal service area.  However, once you have established a payment record and a good relationship with a recurring client, invoicing is perfectly acceptable.  It allows for the assignment to move forward quickly without having to stop every fifteen minutes to get approval to expense more on an assignment that has become difficult due to various factors. 

But then comes the interesting part of this second model.  Some clients will pay the invoice almost immediately.  Others will wait a full thirty days before sending payment.  And still others will not pay until you have begun calling, emailing, and visiting their firm.  In the case of those that pay you right away, that is obviously an excellent situation to be in and you should be most sensitive to the needs of those types of clients.  In regards to those who wait thirty days to pay you, keep track of them in the accounts receivable so that they remain on track, and if they slip a bit, send them courteous reminders.  They're good clients, but most likely their cash flow situation is what is causing them to delay payment.  As for the last category of client, you have to be quite relentless if you so choose to continue to keep them as clients.  My personal recommendation is that you don't keep these types of clients.  Those who purposely slow pay and wait for you to ask them for payment are the type of clients who really don't respect you, or they have serious cash flow issues and they are most likely carrying out this sort of practice with all of their subcontractors/vendors.  If you keep these types of clients, then be relentless.  Send them past due notices as invoices come up past due.  Send emails to the legal assistant and call to keep the pressure on.  This is obviously not a desirable situation to be in, one that I have encountered many times in the past.  But if found in that situation, be consistent, diligent, and polite.  Your last resort with this type of client (other than choosing not to have this type of client) is to begin charging late fees or returning this client to a pre-payment retainer system.  The late fees will cause the client to step it up or the client will no longer be a client.  The pre-payment retainer way to go is rather remedial in nature and may also have the effect of causing the client to not be a client, either.  Then again, you must do what you must, otherwise you will be working for free, and we're not in the business to do that, are we?

Want to know more about creating a successful Process Service business? Follow this blog to learn how it’s done.  Also, check out The Business End of Process Service – Running a Process Service Company from the Ground Up”, available in hardcopy or Kindle edition on Amazon.com. http://www.amazon.com/Business-End-Process-Service-ebook/dp/B008E8RBHK/ref=sr_1_8?s=books&ie=UTF8&qid=1407774550&sr=1-8&keywords=bob+hill. Also available is CounterSpy, The Industrial Counter-Surveillance Manual, http://www.amazon.com/CounterSpy-Bob-Hill-ebook/dp/B00BTJYU1Q/ref=sr_1_3?s=books&ie=UTF8&qid=1407774644&sr=1-3&keywords=counterspy/  

So You Think You Want to Start a Process Service Business

Congratulations! From my perspective you’ve made a very wise choice. Serving process can be very lucrative, for both the process server and the process service business. If you are just starting out, you will most likely be both.

If you enjoy routine, knowing everyday what you have to do and what hours you will be working, this business is probably not for you. However, if you like working in an area that can be fun, rarely boring, hardly routine, somewhat flexible and potentially lucrative this may be just the business for you. Investing very little in time and money, compared to other careers and business opportunities, you can grow your Process Service business as little or as large as you would like. As such, you could pick up some extra spending money, make a solid income, or take it to the max. It’s all up to you just how far you go, as with any start up. It may be cliché, but persistence pays off.

With a little motivation, a willingness to invest some time and a minimum amount of capital you can be opening the doors to your process service business. Other pluses to this business is you have no inventory to track or keep on hand, no manufacturing required, nothing to invent, patent, copyright or mass produce. Again, all it takes is your time (however much or little you want to invest), a little cash and the persistence to see it through.

Want your own business, but can’t quit your current day job? Process service is the type of business one can start up part-time, while still working that full-time job. Simply put for the effort in just a few hours after work and you can probably make as much money in those few hours as you did the entire day at the full-time job.  Another plus? You’re the boss. You decide which assignments to take and often when to complete them and how to complete them.

Want to know more about creating a successful Process Service business? Follow this blog to learn how it’s done.  Also, check out The Business End of Process Service – Running a Process Service Company from the Ground Up”, available in hardcopy or Kindle edition on Amazon.com. http://www.amazon.com/Business-End-Process-Service-ebook/dp/B008E8RBHK/ref=sr_1_8?s=books&ie=UTF8&qid=1407774550&sr=1-8&keywords=bob+hill. Also available is CounterSpy, The Industrial Counter-Surveillance Manual, http://www.amazon.com/CounterSpy-Bob-Hill-ebook/dp/B00BTJYU1Q/ref=sr_1_3?s=books&ie=UTF8&qid=1407774644&sr=1-3&keywords=counterspy/  

Networking Your Ideal Process Service Client

It’s important to understand your ideal client for your process service business. Have you taken the time to identify who that is? Do you even know where to begin? Think about your existing clients and start from there. Who do you have the best rapport with? Who pays on time, every time? Who gives you the best assignments? What are the traits of this / these client(s)?

More likely than not, your ideal client is a legal assistant aka paralegal. I discussed this in the previous blog, but let’s go deeper.

Paralegals handle a multitude of tasks associated with the legal cases in the law firm, including contacting process servers. She/he generally has an associate’s degree or a certificate in paralegal studies, although some may possess a bachelor’s degree and/or be on the job trained. I’ve learned that many of the LAs I’ve worked with are in the mid-30s and hard workers. The 2015 National Utilization/Compensation Survey conducted a survey of paralegals in which they received 1069 responses. 5% were male, 94% female (I guess the other 1% didn’t specify) and the average age of the participants was 48 According to the Bureau of Labor Statistics paralegals and legal assistant positions were projected to grow “17% from 2012 to 2022, faster than the average for all occupations”.  What this means is that there will be a lot of “ideal clients” from which to choose.

How do I get and keep an ideal client? Three important words – build a relationship with this person. That doesn’t mean bombard them with marketing literature about how your process service business is the best, because every other process service business will want to tell them the exact same thing. How many other PS businesses will take the time to build a relationship with them?

As I stated before, the important thing to remember here is that your ideal client is a person, not a business. Get to know this person as a person. Be friendly. Just be sure you don’t get creepy friendly, keep it professional. Send a holiday card, stop by with some chocolate or baked goods, or if you know they’re health conscious bring a basket of fruit.

There are numerous associations dedicated to paralegals. For a complete list see www.hg.org/assistants-assoc.html.

·         International Paralegal Management Association

·         American Alliance of Paralegals

·         NALA – The Association of Legal Assistants/Paralegals

·         NALS – Association for Legal Professionals

·         National Federation of Paralegal Associations

·         State specific Associations of Paralegal

·         City specific associations (i.e., Alamo Area Paralegal Association)

·         Etc.

My suggestion to you is to find the local association and become an associate member. Attend and/or sponsor events as allowed. Become someone that they know they can rely upon. Be a good business friend.

For more information on marketing and running your business, check out my book; The Business End of Process Service, Running a Process Service Company from the Ground Up. http://www.amazon.com/Business-End-Process-Service-ebook/dp/B008E8RBHK/ref=sr_1_8?s=books&ie=UTF8&qid=1407774550&sr=1-8&keywords=bob+hill. Also available is CounterSpy, The Industrial Counter-Surveillance Manual, http://www.amazon.com/CounterSpy-Bob-Hill-ebook/dp/B00BTJYU1Q/ref=sr_1_3?s=books&ie=UTF8&qid=1407774644&sr=1-3&keywords=counterspy/  

Know Your Target Market

You know what you’re looking for, it’s that big ole’ buck. You know, the one that keeps evading you season after season.  You have got your weapon of choice, your ammunition prepped, you are dressed appropriately and ready to go. You have set the feed out, but no matter how hard you look he just doesn’t show. Then one day you’re out on the trail, when you see two hunters, one already with his trophy. You watch them carefully. They seem to be doing everything you’re doing, except this guy sets out kernel corn, not the popcorn that you’ve been using to lure your target. You watch while a buck wanders over to check it out and wham the trophy is his.  Ever feel like that in your business?

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You think you’ve done everything correctly to market your process service business. You have placed all your ads, handed out business cards to every attorney you know, your social media sites have been populated with written or shared informational and/or fun posts with all the latest, greatest news you think attorneys would want to hear. But your phone is not ringing quite as often as you’d like. Maybe you need to rethink your target market.

Yes, attorneys are your end users, the ones who foot the bill, who keep process servers employed. Your target market, however, are the ones who hire you to serve process. These people are your true clients.  And if you want to have a successful business you should know all you can about your clients. Learn how to maximize this knowledge. Understand the needs of your client; sharpen your mind to appreciate these people, individually an d as a group, and the value they bring to your business.  

As a process service business, you are most likely going to be dealing with legal assistants; secretaries, paralegals and legal assistants. So what do you really know about this group of individuals? I mean besides the fact that they work for attorneys. What is their age, are they mostly female or are there any males in this group? My experience has taught me that for the most part a legal assistant is female, mid 30s with a paralegal background.

Okay, so what can I do with this knowledge?   

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First, make it a point to get to know the person. Don’t think of them only in terms of what they can bring to your business. Think of them as a person who works as hard as you do and who, like you, wants to be appreciated for their efforts. Then appreciate them. Drop them a card (not an email) telling them to have a nice day, nothing more, nothing less. Occasionally, think about including a $5.00 coffee house gift card. Pay them a friendly visit. I was in the neighborhood and thought I’d drop by and say hello. Be careful not to get too friendly or become stalker-like. Be professional, be genuinely nice. Occasionally, bring them some donuts, chocolates or something similar.

What will this accomplish you ask. The answer is a business relationship.

When you do business with someone it is usually because you, or someone who has referred you, have a relationship with someone in that business.  So your first steps to a solid connection with your target market are:

1.      Know who your target market is and understand as much about them as you can.

2.      Build a relationship with the members of your target market.

Next, how to network with your target market.

Thanks for reading. I always appreciate any and all comments.

Looking for more? Check out my two books; The Business End of Process Service, Running a Process Service Company from the Ground Up or CounterSpy, The Industrial Counter-Surveillance Manual, both available on Amazon.com

http://www.amazon.com/Business-End-Process-Service-ebook/dp/B008E8RBHK/ref=sr_1_8?s=books&ie=UTF8&qid=1407774550&sr=1-8&keywords=bob+hill and http://www.amazon.com/CounterSpy-Bob-Hill-ebook/dp/B00BTJYU1Q/ref=sr_1_3?s=books&ie=UTF8&qid=1407774644&sr=1-3&keywords=counterspy/  

Gratitude is a Gift You Give Yourself

The holidays are upon us and it’s a time when everyone takes actions to show their gratitude. But why confine it to only one or two months out of twelve? Whether you have existing clients or someone nibbling on the postcard hook, or you are out there stone cold calling, take some donuts, or some candy, or a nice basket with cookies.  I do this quite often with my existing clients; yes, existing.  This simple gesture does two things;  it builds customer loyalty, and it lets anyone else in that law firm who isn’t a client want to be your client so they can be the recipient of those goodies.  When following up with those who are not yet a client, but who have shown some interest by responding to some of your other marketing, follow up on the call by making a visit with a sweet offering. 

Most of the people you are going to be dealing with on a day-to-day basis are legal assistants; secretaries, paralegals and legal assistants who are predominantly female.  What wonderful lady doesn’t like chocolate?  Or scented candles?  Or cookies?   Bubble bath soap?  If they weren’t a client yet, by the time you leave the law firm, they will be if not for the simple reason that you made them feel special with your nice gift.  Holidays are the perfect time to focus on gift giving, Halloween, Christmas or even Valentine’s Day, but so is any other day of the year.

Here’s a perfect example of how it can work.  A particular legal assistant at a law firm where I did not have clients had contacted me about obtaining a copy of a court document. She knew I had retrieved a copy of this document for a client of mine who happened to be on the other side of the lawsuit her law firm was working on.  She just wanted to get a copy of the document and knew I could provide it as I had a copy already.  Her firm was going to (naturally) pay for the copy, but that didn’t mean at this point she was going to start using me to obtain court documents or serve legal process or conduct investigations for her on a regular basis.  I saw this one contact as an opportunity and used it to my advantage.

I provided what she needed and sent it to her along with my invoice.  A month went by and the invoice came up in my accounting system as having not been paid.  I wasn’t worried that I wouldn’t get paid.  Someone else might have, but I was familiar with the type of law firm she worked at and had a good feeling that it was merely an oversight by accounting department folks (which it was).  I contacted her, and gently reminded her that the invoice had come up past due.  I also made some small-talk with her, and was generally friendly in tone, then hung up and went about my day.  A week later the invoice was paid.  But that isn’t the end of the story. 

Since I had had some interaction with this legal assistant, I put her on my list for a goody basket for Christmas.  I went to the firm in person and delivered a basket filled with the candy and cookies.  Instead of being confronted by the receptionist as just another solicitor (with a scowl), I was instead welcomed (with a glowing smile).  I introduced myself, said I had a basket for the legal assistant, and asked if she could come and get it so I could meet her. 

As it turned out, the legal assistant wasn’t in that day, but that was fine.  I left the basket for her with her name on it and my business cards in it.  Then six weeks later, Valentine’s Day came up.  I did the same thing.  I delivered a nicely boxed Valentine chocolate from a very high-end chocolatier.  The legal assistant was out to lunch, so again I couldn’t meet her (honestly, my timing was simply off with this one).

On St. Patrick’s Day, I went with a bag of goodies to help celebrate that holiday.  This time, I figured, I haven’t received any work from her, or a thank you, or a phone call, and had not been able to meet with her, so I just left the bag of goodies, and figured this would probably be the last shot at it. 

A week went by and I received a handwritten note from her on the law firm’s stationery.  She told me how sorry she was for not having written sooner, or having called to say thank you, but she was so happy for the goodies she had received over the last few months.  In fact, she was most appreciative of the Valentine’s Day gift as she was single and had been feeling gloomy on Valentine’s Day until my gift showed up.  I still have the letter to this day even though it was written years ago. 

Subsequently, she called me to serve a subpoena for her attorney.  Then another assignment came in -- and then another and another.  Then another legal assistant in her law firm contacted me.  She said she had been referred by the first and needed a citation served, and then she called again a few weeks later, and then called again, and again, etc.  This went on throughout that law firm, which was a sizable office with a couple dozen attorneys.

 To this day, I still receive a substantial number of assignments from various legal assistants and attorneys in that law firm, and some of them have become good friends beyond being merely just clients.  From that one opportunity and a little persistence combined with sweet bribery of the chocolate type, I was able to obtain a repeat client and a large stream of continuous income.  That first legal assistant eventually left that law firm and went to another.  She recommended me around the office of her new law firm.  Then she moved on to another law firm and did the same thing there.  I didn’t even need to sell to these other law firms.  She did the selling for me and all because I made her day … one day …Valentine’s Day.

But, you might ask, why do this for existing clients?  I already have their business. Why would I want to spend the time and the money?  Two reasons: loyalty, and because I personally enjoy giving.  It feels good to give.

Look, your clients are, and will always be, the only reason you are in business.  Without them, you have no business.  You have no income. You have no house, car, computer, phone, vacation money, groceries, or electricity.  Take care of each one of them as if their assignments were the only ones you have in your hand.  If you show them appreciation (i.e., a little love, a little friendship), along with a competent service, they will be a customer for life.  What’s more, you will have such a good feeling in your heart when you see the look in their eyes once they get a nice gift for the holidays.  You’re giving back, you’re saying thank you for the business they have given you which has allowed you to feed your family or make your mortgage payment.  Show a little love and be grateful.

I am so thankful for the opportunity my friends (clients) have provided me by being of service to them. If they hadn’t let me serve their papers, or retrieve their court documents, or investigate the matters involved in their lawsuits, I would be homeless … or worse yet, working in a dead-end job for somebody else.  They have given me everything and I rejoice in that. 

Even if it is just a basket of cookies, it is the very least I can do to bring them a little something to show my appreciation that they do business with me.  And you should do the same with your existing clients.  It is an expression of gratitude which can nurture the continuance of a relationship with your customer. And, being nice is a gift you give yourself.

As a final thought, if you know of someone who is just starting out their process server business, consider gifting them with a copy of my book The Business End of Process Service, Running a Process Service Company from the Ground Up or CounterSpy, The Industrial Counter-Surveillance Manual, both available on Amazon.com

http://www.amazon.com/Business-End-Process-Service-ebook/dp/B008E8RBHK/ref=sr_1_8?s=books&ie=UTF8&qid=1407774550&sr=1-8&keywords=bob+hill and http://www.amazon.com/CounterSpy-Bob-Hill-ebook/dp/B00BTJYU1Q/ref=sr_1_3?s=books&ie=UTF8&qid=1407774644&sr=1-3&keywords=counterspy/  

Introduce, Involve, Increase (Upgrade)

Are you ready to grow sideways through your client base?  Once you have a client or two, a good way to get more business is to do a great job for them and then keep them in the loop and engaged in the process (no pun intended). 

Educate them a little on what benefits they are receiving from doing business with you and finally, increase the amount of work you do for them simply by introducing them to new, additional services.  It’s the same client; you have just offered a different service that will benefit them.  It’s what McDonald’s does every day.

It works like this at McDonald’s.  You come in and ask for a hamburger.  The attendant asks if you want cheese on it.  You say, yes.  Then the attendant asks if you want fries.  You say, yes.  Then the attendant asks if you want a large order of fries.  You say, yes.  Then the attendant asks if you want something to drink.  And once again you say, yes.  In fact, the whole process with them has become so routine, that most people now walk into their restaurants and before the attendant can even ask if you want a hamburger with cheese and a large order of fries with a drink, the customer already knows what they are going to be asked, and they just spew it all out at once.

You can do the same thing in process service.  How do you upsell when all you are doing is serving a paper?  Here’s an easy example.  Your client contacts you to serve a subpoena.  And you respond by telling them that you can do that, and then you ask, do you want us to place a rush on that?  And they say, yes.  Or, you ask them, do you want me to prepare the subpoena for you (which under certain circumstances you can legally do), and they say, yes. Two add-on services, just like that.

Here’s another example.  Your client may already know that you serve court documents, but do they also know that you know how to locate people who need to be served?  This is called skip tracing.  This is an additional service you can provide.  Or perhaps you can offer to do courier service for the client, or act as a notary public for sworn documents.  If you are qualified and licensed, you can also offer private investigations for your client.  Plenty of attorneys have a need for investigative services.  If you are already working on their process service, doesn’t it make sense that it is easier to give you the investigations, seeing as they already know you, than for them to locate an investigator, get quotes, vet them, retain them, etc.? 

So, in that way you introduce the client to a new service. You involve them in the new service by providing quality customer service (so they know, like and trust you) then educate them into process, and increase the level of services they want from you by introducing yet another new or additional service.  It could become an endless cycle if you could find an endless number of services to provide.  You could start out with the basic service of serving court documents for one client. Using the process above, before too long, you could be serving the court documents, running investigations, locating witnesses, notarizing documents, completing courier deliveries, retrieving court records, researching court files, preparing subpoenas, and on and on and on.

Looking for a great holiday gift for your favorite process service businessperson? Try The Business End of Process Service (Running a Process Service Company from the Ground Up).  You might also enjoy CounterSpy, The Industrial Espionage Counter-Surveillance Manual; my other book. Both may be found on Amazon.com.