“Out of your vulnerabilities will come your strength.”
― Sigmund Freud
Sigmund Freud had it so right! Sometimes when you’ve not been through something yourself and you hear quotes like this, it’s hard to relate. Well, let me tell you from personal experience that this 2014 has been FULL of moments leaving me feeling the most vulnerable I’ve probably ever felt. I recently had to put on my “Customer Service” hat for 3 different clients in order to compensate for the fact that they were unhappy with their experiences with Hawkes Law Group. This was no fun, and it also put a bit of a damper on my spirits because I’ve NEVER had an unhappy client prior to this year.
What I learned from these 3 experiences is that Hawkes Law Group is growing. While that’s a good thing, it occurred to me that if the firm is growing, I too, the Founder, must grow. Once I embraced that concept of this “dual growth” taking place, I then started a list in my notebook entitled “Lessons Learned”. The list is obviously a list of lessons I’ve learned from being in compromising, uncomfortable, or even negative situations in life and in my business dealings with clients. Here are a few of the lessons I’ve not only learned, but am doing something about:
1. Always set clients’ expectations in the very beginning of the engagement. In one instance I failed to do so and it turned into a disaster of sorts. Never again. I am now creating policies and procedures that will be created, implemented, and communicated to all Hawkes Law Group clients- new and old.
2. Ask and document ALL dates that are important to the client. While there may be no courtroom dates to worry about in a client’s matter, a client may have internal deadlines of their own.
3. Smile & Dial! Many entrepreneurs that have service based businesses fall into the trap of running “Feast or Famine” businesses where they have extremely high highs and the lowest of lows in terms of revenue and new clients. I have recently learned that the best way to not find yourself in this situation is to always be in contact with people. So, now I make it my business to speak to clients, friends, family…PEOPLE everyday! While this does not turn into direct business, it keeps me top of mind. Plus, people really do love to hear from me, so it feels good to just catch up.
Learning from my mistakes has been the number one reason Hawkes Law Group has continued to grow. If I had taken the “woe is me” position, then my firm would be shriveling to nothing as the days go by. The opposite, however, is happening- despite my 3 major “boo boos”. Referrals are coming in more frequently. Our conversion rate gets better everyday. Lastly, I’m happier because I have been able to discover certain strengths I did not even know were inside of me.
Take a page from this post and sit down and create your own version of a “Lessons Learned” type list. I promise you’ll be happier once you acknowledge the mistake that was made, and more importantly, you realize what you’ve learned as a result of this mistake. It will make you much more confident in taking other risks in your business. Try it and let me know how it goes.
Founder- Hawkes Law Group P.C.