Law Firm 4.0 Blog

What lawyers can learn from CBS Sportscasting legend, Verne Lundquist.

I’ve written a lot of posts that start with, “What lawyers (or law firms) can learn from …”  Search by that phrase on my blog and you’ll find posts about fabulous and lousy expensive restaurants, unexpectedly terrific hotel experiences, travel, dentistry, vacuum cleaners, brand launches and more.  It’s always grounded and practical advice – and the common theme is, to be a better lawyer, pay attention to the world around you. 

You can learn something about how to better serve clients (and ultimately how to better serve yourself) in the most unlikely places.  I have linked several of the most popular “What lawyers can learn…” posts at the bottom of this one.

But, today’s post is about CBS Sports legend, Verne Lundquist, and why lawyers of all ages should not just revere his storied and stellar 53-year career, but why you should understand who he is – a passionate, hard-working man who loves his job.  Nicknamed “the Golden Throat,” Verne is the envy of sports fanatics the world over, because he knows all the current and past luminaries in virtually every sport – and he knows them well.

Glen, my husband and I met Verne and Nancy Lundquist on a Baltic cruise in August.  Verne was on board as the “celebrity speaker,” a gig he has done more than a dozen times on luxury cruises – much to the joy of those on board these ships.  I have to be honest, I didn’t know who Verne was (I am really embarrassed to admit this) – in fact, Glen went to hear Verne, and I enrolled in a Black Jack tournament. 15 minutes in, Glen texts me and says, “Verne’s great – you must come.”  I wrote back, “I’m winning,” and stayed at Table 3 in the Casino. 

When I met Glen later over our customary afternoon champagne (I love vacation), he was giddy in his animated retelling – almost verbatim – of nearly an hour of Verne’s stories. Well, I didn’t win the Black Jack tournament and I felt completely cheated having not heard him.  I had to get to know this Verne guy.

The next day our ship was forced to skip docking in Skagen, Denmark because of huge swells, so we had another unexpected day at sea.  Verne was invited to do another program, and Glen and I sat in the front row.  He entertained the standing-room-only crowd with new stories, sharing tales about many of the 20 sports that he has broadcast over the last 50-plus years.

I was rapt – as was the mostly male crowd in the room. Verne approached even the most controversial topics (with professional sports figures, there is plenty of gossip and controversy to go around) with delicacy, humor, no vitriol or snark – he was ever the professional.  Whatever ego Verne has was checked at the door – actually, having shared several meals with him after this speech, he always has his ego checked. He is as interested in you as you are in him.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Anyone reading this who loves college football (especially Southeastern Conference football) knows and loves him, as Verne has been the play-by-play broadcaster for SEC football since 1999. (He has covered college football since 1974.)  Rabid SEC fans admit to being deeply emotional at the thought that this is Verne’s last season.  Every SEC team has honored Nancy and Verne with more his-and-her swag than they could possibly ever use or wear. But what a touching treat and an honor for him – for them both.

He and I have a lot in common:  born in Minnesota (check), lived in Dallas, Texas (check), loves to sing in the choir (check), is Lutheran (well, I am Methodist and Episcopalian, but I went to a Lutheran college in MN), he adores his spouse (check), he loves food and wine (check check).  Of course I am drawn to him.

So – what can lawyers of all ages learn from Verne?

1. Love what you do so much that you discover stories in your work that are universally appealing. I am not an avid sports fan, but Verne made me want to be one.  I want to belong to whatever club he is in.
2. Once you find your stories, tell them with such passion and enthusiasm that you set yourself apart. But don’t over-shadow others around you.  This isn’t about bragging – that’s the antithesis of Verne.  He is often self-effacing, and his stories combine both historical facts and his color commentary about the people and places he has encountered.  Too many people frame their stories with themselves at the center – don’t do that. Instead, be the observer, the play-by-play person who never forgets an interesting detail.  Humor. Grace. Class.  That’s how he’s always described.
3. Use fewer words and use the right words. Play-by-play commentary is riddled with high emotion moments – people win and lose. Over his entire career, Verne has famously said exactly the right thing – with just the right amount of words.  A favorite Dallas example is in Super Bowl XIII after Cowboys tight-end Jackie Smith dropped a touchdown pass in a painful 35-31 loss to the Pittsburgh Steelers . . . Verne spontaneously blurted, "Bless his heart, he's got to be the sickest man in America!"  He has always been known for his genuine compassion and he showed it that day.
4. Learn something new every day that makes you a better lawyer. I said that Verne has covered 20 different sports – all in public arenas, on stage, on air and on television (i.e., there was no concealing what he didn’t know).  He modestly says that whether calling figure skating at the Olympics with Scott Hamilton, PGA golf at the Masters or NFL football with Terry Bradshaw, he was not the domain expert in the room. But, he cared enough to make sure he knew exactly enough to make CBS Sports look good – and to show respect to both the sports and athletes he was covering.
5. Don’t be a fake. Have the highest integrity, truest warmth and stay grounded in the values that you learned from your parents, favorite teachers and gifted mentors. He is always described as “What you see is what you get.” 
6. It’s never too early – or late – to start building your legacy. Verne has been inducted into several Halls of Fame and he won a Sports Emmy for Lifetime Achievement this past May. Treat yourself and take 30 minutes to watch this video of his introduction and remarks at the Emmy ceremony. You’ll learn a lot about how to build a memorable and successful career. https://www.bing.com/videos/search?q=verne+lundquist+emmy+youtube&view=detail&mid=61E3B4E44B9E5A869FC061E3B4E44B9E5A869FC0&FORM=VIRE
7. Surround yourself with people who can help you look and feel good – thank them often. And be a great spouse, friend, colleague and volunteer in return.
8. Finally, find joy in your work and exhibit it every day. Your clients and colleagues will notice and be drawn to you. Joy makes everyone more interesting and stimulating.  Have you ever heard Verne’s’ famous laugh?!  Let your laugh be infectious and legendary.

Our last evening with Verne and Nancy was at a terrific restaurant in Stockholm. I felt sad when we walked away from them after dinner. But I think of them often and know we will see each other again.  Certainly, I’ll see and hear him the next few weeks of college football – then we’ll just have to get their cruising schedule and make sure we’re on board.

 

 

 

 

 

 

 

 

 

 

 

 

 

Below are the other “What lawyers and law firms can learn” posts.

http://lawfirm4-0.typepad.com/law_firm_40_blog/2013/05/what-law-firms-can-learn-from-my-experience-with-the-strangest-dessert-in-san-francisco-maybe-the-wo.html

http://lawfirm4-0.typepad.com/law_firm_40_blog/2013/08/what-lawyers-can-learn-about-messaging-from-an-unlikely-source-dentistry.html (which includes one of my favorite lines I’ve ever written here:  Everyone is one tooth away from ugly.)

http://lawfirm4-0.typepad.com/law_firm_40_blog/2012/01/a-toast-to-differentiation-what-law-firms-can-learn-from-blue-hill-at-stone-barns.html

http://lawfirm4-0.typepad.com/law_firm_40_blog/2015/03/what-law-firms-can-learn-from-opentables-new-brand.html

http://lawfirm4-0.typepad.com/law_firm_40_blog/2014/01/what-law-firms-can-learn-from-our-new-years-eve-dining-experience-at-betony-in-new-york.html

http://lawfirm4-0.typepad.com/law_firm_40_blog/2012/02/what-law-firms-can-learn-from-my-wonderful-experience-at-davios-in-philadelphia.html

http://lawfirm4-0.typepad.com/law_firm_40_blog/2013/04/what-lawyers-can-learn-from-passage-des-crapeaux.html

http://lawfirm4-0.typepad.com/law_firm_40_blog/2012/05/what-law-firms-can-learn-from-dysons-think-vacuum-cleaners-anti-branding-slur.html

http://lawfirm4-0.typepad.com/law_firm_40_blog/2014/09/what-law-firms-can-learn-from-perfect-food-and-wine-pairings-at-beausoleil-in-baton-rouge.html

http://lawfirm4-0.typepad.com/law_firm_40_blog/2014/02/alice-died-last-week-what-law-firms-can-learn-.html

http://lawfirm4-0.typepad.com/law_firm_40_blog/2012/06/one-of-the-most-important-lessons-that-connected-lawyers-must-learn.html

http://lawfirm4-0.typepad.com/law_firm_40_blog/2012/07/back-in-america.html

http://lawfirm4-0.typepad.com/law_firm_40_blog/2012/02/what-law-firms-can-learn-from-my-disappointing-experience-at-del-friscos-in-new-york.html

Lawyers and CPAs - This January, resolve to make your bios move the needle - Make them 3-D

Doing anything that moves the needle is hard.  All the "I resolve to do this and that (eat more kale / break a sweat / cook more / drink less)" business requires so much diligence and determination that, by now, most resolutions are on the cutting room floor.  I used to have a cartoon on the magnetic face of an old file cabinet, "At least I am protected by the goodness of my intentions." You know what?  No, I'm not - and you aren't, either.  Good intentions do not move any needles.

According to the analytics we track, your website biographies are by far the most visited pages - averaging 40-70% of total visits.  What kind of an impression does your bio make on these visitors who are taking their valuable time to check you out?  Most biographies for lawyers and CPAs are stale, not engaging or dynamic, and don't tell a compelling and relevant story about what these people have done.  In the latest (2013) "AmLaw 100 Websites: Ten Foundational Best Practices" research study conducted and sponsored by Content Pilot, the AmLaw 100 firms scored 75 (or a mid-range Good) on a 100-point scale on the 4th Foundational Best Practice, "Lawyer Biographies." In the prior study (2010), they scored 66 or Fair. A good improvement, but every firm should score 100.

The attributes on which these firms - and on which you should measure your basic bio effectiveness - are:

1. First 150 characters of the bio are current, compelling, and relevant for SEO benefit. Count all letters, punctuation and spaces and ensure that your most important keywords about your practice are appearing first. Avoid starting your bio like this: John Smith is a partner and chair of the labor and employment practice at ABCXYZ law firm. This is likely what will appear in the Google and other search engine results when searching by that lawyer’s name. These details are not important – don’t waste this valuable real estate on your titles (your titles will appear elsewhere in your bio). Rather, tell what you do for clients and who they are. The AmLaw firms’ average score was 77 out of 100 on this attribute.
2. Overview paragraph – first two to three sentences are descriptive of the work the lawyer does and the types of clients the lawyer represents. After the 150 characters, focus on enriching your bio with additional keywords, such as types of clients, industries, and subject matter strengths. If you are a noted expert in SEC enforcement matters, Family Medical Leave Act claims, or SBICs and BDCs, this is where it should live. The AmLaw average score was 84.
3. Bio does not use Mr. or Ms. Lastname throughout – it uses the lawyer’s first or nickname. What is more unfriendly than forcing a visitor to call you Mr. Schwartz or Ms. Davison? The AmLaw average score was 35. East coast, white-shoe firms are the biggest culprits in protecting this tradition.
4. Photos are current and convey personality. It is critically important that your photos look like your lawyers today, not 20 years ago. The AmLaw average was 87.
5. Full contact information for the lawyer is easy to find and links to a v-card. Make it easy for people to contact you. But – avoid the large, blinking buttons that scream “CALL ME!” Personal injury law firms often think these are a good idea – but they aren’t. The AmLaw firms do much better here than accounting firms – the AmLaw average was 100.
6. Bio includes links to the lawyer’s social media profiles and pages. This creates relationship “stickiness”. Understand your state bar rules about social media, but having the links on your bio page so visitors can easily connect with you is smart. The AmLaw average was 32. These firms are not taking advantage of the relationship leverage and syndication strength offered by social media.
7. Bios list and crosslink to practices/industries, articles/ news/ events. These encourage visitors to easily dig deeper into your qualifications. The AmLaw average was 84.
8. Bios include detailed experience and matter lists. The reason that bio views are so high in all the analytics is because buyers of legal services want to know what you have done, for whom, and what you can do for them. You must answer these questions before you can advance to the shortlist and ultimately get hired. Period. Use client names if you have permission to do so, and be as specific as your state bar rules allow. The AmLaw average was 74.
9. The page technology supports elegant content organization that enables visitors to quickly scan and access what they want (e.g., Ajax, jQuery, javascript). The AmLaw average was 93.
10. Associates have full biographies. It was a many-year trend for New York and certain other East coast firms to list associates’ names, but not include a bio for them. In client interviews, buyers complained about paying $600 per hour for a senior associate that they could not even find on the firm website! This has changed, and most firms now include them, with the AmLaw average being 88.

OK - these are the basics. Let's take it further.  Last year - for a panel presentation at the 2015 Legal Marketing Association conference in San Diego - I created a concept called the "3 Dimensional Bio" or "3-D Bio."  I swear that this is the answer (at least one of the answers, the start) to you being more successful in your business development in 2016.  Don't hesitate and don't delay.

Given that the majority of your visitors are going to these bio pages, a firm’s goal should be to keep visitors on your professionals' bios longer – and convert visitors to viewing more of them each visit. This is where the cash lives in your firm. Study Google Analytics or whatever tracking program you use and see how many different bios any one visitor opens, and check the average length of time a visitor spends on your bios. Then, focus on improving this number and duration.

In today’s landscape where competition among professionals is stiff, lawyers and CPAs must provide more insight into why they should be hired. Why are they the expert? What makes them the perfect fit for a client’s problem? You must prove you are the right fit, and there are three ways to do this.  Create "3-D Bios" and focus on the following:

1. Demonstrate expertise
2. Prove relevancy
3. Show humanity

All three “dimensions” must be present for your biography to work hard for you.

Dimension 1:  Demonstrate expertise:

1. Show specific experience: Remember the three questions: What have you done? For whom have you done it? What can you do for me?
2. Include client case studies or stories that prove what you know and your approach to getting things done. This often gets into how you did what you did, not just what you did.
3. Depending on the nature of your practice (for example, if you represent a lot of start-ups or technology companies), include client logos, with their permission, of course.

Dimension 2:  Prove relevancy:

1. Important keywords that are relevant to your practice should appear in the top 150 characters (characters, not words) of the bio overview. When someone is Googling, or otherwise searching for your name, it is important that the 140–150 characters that show up in the search engine description are those most relevant to your practice– and the expertise that people are buying from you –  today. Consider the disconnect for your future buyer if you are supposed to be the expert in global trademark protection and your Google search description does not even mention it.
2. Feed current blog and Twitter posts into your bios. Social media that proves you are current and on top of the subject matter in your practice gives the people evaluating you comfort and confidence in your intellect and grasp of today’s issues.
3. Feature a book the lawyer has written—or something else notable, such as white papers, an important speech, a short video about a trending topic.
4. Design an infographic, which highlights trends in the lawyer’s practice or industry. For example, number of patents in the energy industry over a ten-year period of time, or a US map showing the number of states in which the lawyer has handled litigation.

Dimension 3:  Show humanity (to get hired, look for ways to short-cut the pathway to trust):

1. Shoot new lawyer photos – “magazine-style” (large format) photos that show personality and approachability. Some lawyers do not like getting their photos taken, so they use the same tired photo decade after decade. In today’s world of selfies, where current photos are pervasive, it is critical that the firm website posts current photos that actually look like the lawyers who work there.
2. Include a short video that tells a memorable story about a case and how you handled it. Of course, do not name a client name unless it is public record and you have your client’s permission, but do discuss unique issues or circumstances. For example, did the case come in at 8pm on a Sunday night and the court filing was due Monday morning at 10?
3. Include an “after hours” tab or feature – content that describes the lawyer’s passions outside the office. This can include community board service, volunteer work, travel, sports and events, books you are reading, the fact that you are training for a triathlon, or your family and pets. Show how interesting you are!
4. Prove accessibility – include your assistant’s name/info, your team’s contact names/info (if you aren’t reachable, it ensures that your client has access to team members without you being a bottleneck), and instant messaging contact information. Law firm and CPA firm technology staff will sometimes prohibit instant messaging, but certain types of clients rely on it – and they want their lawyers to use it.

If you want to move the needle early this year, change your bio by January 31. You still have 20 days. . . I am counting.

 

 

 

Should we even try to be healthy on Thanksgiving???

For the last several years, I have devoted my Wednesday before Thanksgiving blog post to giving thanks (of course) and food (of course). Three years ago, I shared my "Perfect Mashed  Potatoes" and another year my "Cornbread Sausage Dressing" - both are sublime and I urge you to try them. 

However, neither would pass muster as "healthy." They aren't artery-clogging (really), but they aren't staples on a vegan, gluten-free diet, either. 

So - should we set an unreachable goal of eating healthier this Thanksgiving? Every news show - not to mention the Food Network - has featured segments dedicated to making healthier choices.  Here are some of the swaps I've heard:

1. Green bean casserole >> becomes steamed green beans 
2. My Perfect Mashed Potatoes >> are now made with olive oil and broth
3. Turkey gravy >> turns into turkey broth with eensy giblet pieces
4. Turkey >> Thank God, it's still turkey (except no dark meat)
5. Sweet potato casserole >> baked, mashed sweet potatoes - but only 1/2 cup without salt or butter
6. Pies of any ilk >> nope, nosiree, nada on the pies
7. Wine >> don't get me started on the wine

I could go on and on.  All the news anchors and compliant celebrities politely tasted the substitutions - but the thought bubbles above their heads all said, "Don't touch my (fill in the blank)!"

To say thanks to my blog readers, I have created a delicious, healthy soup recipe that will turn heads, but not make you wish later that you hadn't imbibed.  I hope you thoroughly enjoy it - it's a perfect starter course if you are tired of butternut squash soup and don't want any more green (a/k/a salad) at your table.  You will not only feel virtuous, but you will be - it's loaded with antioxidents - and you will have earned an extra piece of pumpkin, pecan or chocolate pie.

Thank you - wishing you a blessed Thanksgiving!

Coconut-Carrot Soup

Serves 8

1 ½ tbsp.  plus 1 tsp. coconut oil (divided use)

2 lbs carrots, peeled and thickly sliced

2 sweet potatoes, peeled and chopped

2 yellow onions, chopped

2 tbsp peeled and grated fresh ginger

6 cups vegetable or chicken broth

4 cups coconut water

1 cup light coconut milk (use the canned milk, it’s more flavorful than the boxed milk)

4 tbsp freshly squeezed lime juice (typically 1 whole lime)

3-4 tsp yellow curry powder

½ tsp cardamom

Cayenne – sprinkle at the end if you want more bite

Salt and freshly ground pepper to taste

Garnish:  Finely chopped red bell pepper and 1/3 cup of pumpkin seeds

>>>>> In a saucepan over medium heat, heat the coconut oil. Add carrots, sweet potatoes and onion – cover and cook, stirring occasionally to prevent sticking – until the vegetables soften and brown slightly (10-20 minutes).  If they are getting dry, add a little of the broth at this point.  Add the ginger, stir and cook, then add 3-4 cups of the broth.  Bring to a boil, partially cover and lower the heat.  Cook for another 10-15 minutes until the vegetables are soft.

Transfer the soup to a blender or food processor and puree until smooth.  (NOTE:  FOR A GREAT VEGGIE PUREE TO SERVE WITH PORK OR POULTRY, STOP HERE. DELICIOUS!)

Pour back into the now-cleaned pan and add the remaining ingredients – the coconut water, lime juice, coconut milk, curry powder, cardamom, and salt and freshly ground pepper to taste.  Add the remaining broth to your desired thickness.  Taste before you add the Cayenne.

Garnish:  In the final teaspoon of coconut oil, saute the chopped red pepper and pumpkin seeds in a small skillet until the pumpkin seeds start to pop. Sprinkle liberally with salt and fresh pepper. Place 1-2 teaspoons on each serving.

Per 2-cup serving: 200 calories, 4 g fat, 41 g carbs, 3 g protein

 

What law firms can learn from OpenTable's new Brand

OpenTable has become ubiquitous among busy professionals who want a personal valet to make reservations for us, check menus for gluten-free options, find out what other like-minded diners had to say about food, service, atmosphere and noise - and to fundamentally make our lives easier.  The promise they make is food and drink of my choosing at a time that's convenient for me. And that is high on my list of rewards at the end of a long day.

What you may not have stopped to consider, though, is that OpenTable is a brand that has to be created, designed, maintained, extended and protected - just like the brand of any other business.  

 

 

 

 

OpenTable launched a new brand this week.  The brand story on the website says, "The table is just the start."  Here is the entire story (I think it's concise, smart, moving, human):

At OpenTable, we love what happens around the restaurant table. We exist to power great dining experiences worldwide. We do so by connecting restaurants, people and communities around the table, enabling them to share some of life’s most enriching moments.

Our brand is based on a simple thought: The table is just the start… It’s the start of a new idea, renewed friendship, healthy debate, a cuisine first tasted, a great night out or the year ahead. There are so many universal, shared experiences that we create, capture and celebrate. And they all begin around the restaurant table.

The table IS just the start. Think of the deals literally inked on tablecloths, women in love who said "yes," new ventures born over a second bottle of Stag's Leap Cabernet, a blind date who should have remained blind - but who made for a crazy story afterward - the table is just the beginning.

What can law firms learn from this - in my view - brilliant new brand launch by OpenTable?

1. They have chosen a positioning strategy and tagline that speaks to its clientele - they make a captivating promise to us that is filled with possibility.  What promise is your law firm making to its clients?  Or, is it all about you?  Walk away from your mirror and look out at your various constituents.  When they look at you, what do they see?
   
   
2. OpenTable promises the world, but they also promise one dinner on one evening in one city. The scalability of this brand promise is remarkable.  It reaches millions and it reaches one. How far does your brand promise reach - if you have one?
   
   
3. OpenTable is creating an experience that they don't have to sustain. They are facilitating the perfect hand-off to me as a target consumer. They provide the table - but I have to create my own experience after that.  Law firms with an elevating position that addresses its audiences are also doing a hand-off. Prospects are attracted by the "promise," and they are sold by being convinced that these particular lawyers can help them solve a problem or seize an opportunity. Lawyers can be brilliant facilitators, setting the perfect stage for a company, business owner or other enterprise to succeed.  And then they hand the reins back to the executives who must carry on. Does your position or brand promise preview this for your target client?

The key for your law firm is to put that stake in the ground and know what you stand for. And don't forget to book your next reservation on OpenTable.com - and see what happens next.

What law firms can learn from perfect food and wine pairings at Beausoleil in Baton Rouge

Thanks to a generous and well organized client in Baton Rouge, powerhouse litigation boutique Keogh Cox & Wilson, I was treated to a food and wine extravaganza at Beausoleil Restaurant & Bar.  Partners on the Keogh Cox management committee brainstormed with executive chef and owner, Nathan Gresham (also former chef de cuisine at Galatoire's) to design a five-course tasting menu that combined the tastes and techniques of new southern cooking and classic French cuisine.

 

 

 

 

 

 

 

 

 

 

 Executive Chef Nathan Gresham, Beausoleil

 

 

 

 

 

Partner John Wolff and managing partner Drew Blanchfield dug into their personal wine collections and uncovered perfect bottles of white and red wines, mostly French, but also some California reds, to perfectly pair with the flavors and textures of Chef Gresham's dishes.

We started with housemade cracklins. OK, I don't love fried pig skin - I'm just not Southern or devil-may-care-about-my-health-and-figure enough. The real first dish was flash-fried gulf oysters with creamy truffle vinaigrette (pictured above) and shaved manchego - paired with a 2004 Chablis Premier Cru - Monts Mains. The wine was both crisp and buttery, and the oysters melted in our mouths, they were so tender.

Our second course was a lamb meatball "masala" over stone-ground grits and raita sauce paired with a 1997 Kistler Pinot Noir from the Sonoma Coast. This wine was called a "cult favorite" by Robert Parker and is nearly impossible to find today. It was a dark red, suitable for the lamb, but smooth.

Our third course was spear-caught cobia, stewed crowder peas, poached shrimp and saffron butter. The cobia, which was new to me, had been speared the day before, so it couldn't have been fresher and more flavorful. The Louisiana state record for cobia was 91 pounds; ours was 90.

 

 

 

 

 

 

  Spear-caught cobia fish

 

 

 

 

The cobia was paired with a 2008 Domaine Jean-Marc Boillot Puligny Montrachet - again, a pairing that brought out the best of this dish, without either over-powering the other.

 

 

 

 

 

 

Spear-caught cobia, stewed crowder peas, poached shrimp and saffron butter

 

 

 

The meat course (yes! we are still eating!) was grilled Collete de Boeuf (cap of beef - of the ribeye) Bourgogne, baby carrots and shitake mushroom. It was paired with one of my favorite non-Pinot Noir reds of all time, Turley Zinfandel. This 2008 Dry Creek Valley Zinfandel from Grist Vineyard was a chewy, hearty wine, substantial enough for the beef, but not distracting from the feast of flavors on the plate.

 

 

 

 

 

 

Grilled Collete de Boeuf Bourgogne, baby carrots and shitake mushroom

 

 

 

 

Dessert needed to be gentle after this beautiful food fest, and it was - Louisiana poached pears, whipped mascarpone cheese with cinnamon syrup.  And this was paired with a 2001 Chateau Guiraud 1st Cru Sauternes - a fitting choice to top off this extraordinary meal.

Remarkably, there was no food/wine coma immediately after our dinner, or even the next morning.  It demonstrates the care taken in portion-sizing and pairings.

So, what can law firms learn from this one-of-a-kind experience?

1.    This evening was entirely unexpected.  It took a lot of advance designing, creativity and follow through. These lawyers didn't just make a reservation at a nice restaurant, they created an experience that I will remember (and talk about) for a long time.

Lawyers: create unexpected, surprising experiences and memories for your clients and colleagues. Stand out from the throngs of other lawyers who aren't clever or thoughtful enough to design an evening like this.

2.    Seek perfection outside  the practice of law.  You can find it in an orchestra hall, on a theater stage, in a book of poetry, in the kitchen or at a farmer's market.  Recognize it, embrace it, fall in love with it. Lawyers are trained to be critical thinkers, and that often leads to cynicism, which is a precursor to disappointment.  If you don't stem that tide, you will no longer be good company; and clients admit that they want to do business with people they like and enjoy.  

If you aren't skilled enough to create perfect evenings like the one I've just described, then find a chef like Nathan Gresham who can help you design one.

3.    Don't be snobs.  I am passionate about brilliant food and wine, and I've had remarkable meals all over the world. I have also swooned over a bite of warm, crusty French bread with unsalted butter in a tiny restaurant in a little town in Minnesota.  True foodies celebrate food everywhere, not only in major market cities at Michelin star restaurants.

Stay grounded. Open your eyes so you can witness the great gifts of talented people who are surrounding you everyday.

4.    Don't be afraid to be memorable. I've written this before in several blog posts, and it bears repeating.  Chef Gresham was memorable, because he married classic French cooking with beloved Southern flavors and dishes, and then opened a restaurant to share it with others.  

What can you do to be truly memorable?

 

What law firms can learn from our New Year's Eve Dining Experience at Betony in New York

For 15 years I boycotted New Year's Eve, grumbling about it being a night for amateurs.  Then I started joining favorite and new friends in New York for a several day celebration that included carefully researched restaurants, theater, museums, shopping, plenty of champagne and spontaneous happenings that fit nicely into our perfectly, yet not overly choreographed days.  2013 was my 5th year to celebrate the New Year in New York with Norm Rubenstein, Jeff Fox, Bob Cerullo, Robby and Margot Sanoff, and my now husband, Glen Davison.  And I hope I am invited to be a part of this tradition for the rest of my life.

December 31st we had a reservation at Betony, which is named after an herb in the mint family, at 41 West 57th Street.  An enthusiastically reviewed restaurant (e.g., the New York Times review said, "...a testament to flavors clear and pure."), Betony has a young, fresh-faced executive chef, Bryce Shuman, who hails from North Carolina. His credentials are notable, but he's not very old - so his resume isn't very long.

Betony opened on May 14, 2013.  Not even 7 full months later, Bryce Shuman decided to create an ambitious 10-course (actually 11, with the perfectly prepared black-eyed pea surprise) tasting menu for his first New Year's Eve, and with his restaurant at full capacity.  

Tasting menus are hard to get right.  By definition, they consist of small courses - presumably perfect bites that include a chamber orchestra equivalent of flavors, colors, textures, temperatures and ingredients.  They can't include too much food or too little.  They have to be artistically plated and expertly served. (At Betony, each course arrived seconds after just-in-time flatware was placed in front of us - quite the industrious ballet.)  Given that it was New Year's Eve and we sat down at 9:30, we had to be finished eating by midnight so we could receive our champagne and celebrate the dawning of this promising New Year. Timing-wise, we had about 13.7 minutes (on average) for each course.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

The timing was quite perfect.  Betony's wait staff was well educated about the menu, highly efficient and accommodating, and not overly chatty. The executive waiter who functioned almost as a maitre d' or captain for our and other nearby tables was business-like as he announced the next course with a complete list of its delicious elements.

After such an explosion of flavors and this fine celebration, what can law firm leaders learn from our Betony experience? 

1. Step out and take chances. It's clear that Chef Bryce Shuman had the vision and confidence to pull off this elaborate multi-hour evening, its staging and execution.  Have a vision to do something bold and follow through with it.  Don't be afraid that it might not  work out as you hope - if you approach it that way, it surely won't.
   
   Law firms that make bold moves get noticed and remembered.  Careful scenario planning, rehearsal, and the perfect combination of logical and creative thinking will ensure success.
   
   
2. Give yourself, your lawyers and executive staff stretch assignments.  It's 2014 - don't be inert.  We shouldn't be doing things the same way we did them in 2010, or even 2013. Identify one or two initiatives that can really make a difference in your law firm's future, in the quality of your client relationships and in your profitability.  Don't back away from mandates if they are important for the health and growth of your firm.  Bah humbug to those lawyers who insist on self-determination as opposed to fully engaging and investing in the spirit and trajectory of your firm.
   
   
3. Get to know your partners.  If you know them better, you'll trust them more. Improve communication in your firm - at all levels. Authentic communication is the only foundation for people working better together.
   
   
4. Don't try to be something to everyone.  The Betony New Year's Eve menu wasn't for everyone. Foodies would love how experimental and original it was, even if they didn't love every single choice that Chef Bryce made.  But many would rather have a grilled steak and baked potato. It's hard to serve all masters - choose the path you want to take and be entirely true to your vision and plan.  And as Betony did, brilliantly execute on what you choose.
   
   
5. Anticipate, and see around corners.  The one thing we noticed that wasn't perfect at Betony was the service from our young wine steward.  Norm wanted a particular Pinot Noir, which they didn't have. That seemed surprising given the gravity of this evening in the short history of the restaurant. Norm asked for a recommendation that would be similar in price and taste, and received one. It was a good selection (2010 Westrey Pinot Noir - Oracle Vineyard Dundee Hill). 
   
   We asked for a second bottle (there were 6 of us) and were told that we had drunk the last bottle - and he walked away.  At the outset, our wine steward should have assumed that we would want another bottle - after all, it was the start of New Year's Eve (and I'm certain we looked thirsty).  He could have done one of three things:  a) Told us when he suggested the Westrey that it was the last bottle so we could decide if we still wanted it;  b)  Instead suggested a Pinot Noir that had 3 or more bottles available (and put at least two aside for us), or c) The second time the Pinot was sold out, he could have made yet another suggestion without our having to ask for one again.
   
   
6. Be accessible. Invite people to contact you and respond when they do.  I asked the hostess for a card for the restaurant when we left.  She gave me two - one for the restaurant and one of Bryce Shuman's cards with his personal email. She set an expectation with me that if I emailed him, he would respond. I did contact him - I wanted to know how they pulled it all off.  He responded quickly: "I am glad that there was a sense of choreography in the dining room. It is something that we try to achieve every night. In fact there is a saying in the service industry 'it’s ballet, not football.' 
   
   "We did not rehearse for the tasting menu itself, but I would like to think that we are constantly rehearsing and practicing our skills at communication and teamwork. When things go smoothly in a restaurant it is because communication is happening efficiently and the dining room staff and kitchen staff are working in tandem.
   
   "Sometimes things just go right, and those are the nights that keep me and the team inspired. Keep us loving what we do."

As the clock was striking midnight and all patrons were embracing and kissing, Chef Bryce came out of his kitchen beaming, surrounded by his eager team of chefs and servers.  They lined the stairway, toasting guests and each other, brimming with pride about how the evening turned out.  Of the five extraordinary New Year's Eve dinners we've had in New York City, Betony won our hearts and palates hands-down. I can't wait to enjoy Chef Bryce's everyday menu my next trip to New York.

 

Norm Rubenstein - Chef Bryce Shuman - Jeff Fox

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

Chef Bryce Shuman - New Year's Eve 2013

 

 

 

 

 

 

 

 

 

 

 

 

 

Glen Davision - Deborah McMurray

What law firms can learn from my weird service experience at Del Frisco's in Dallas

Well, Del Frisco's has done it again. It's once more the subject of one of my "What law firms/lawyers can learn . . . " posts, and not in a good way.  My earlier post about the Del Frisco's in Manhattan is one of the most-read posts of this blog. The experience I am writing about today is worse.

Two friends and colleagues, Allen Fuqua and Eric Fletcher, and I schedule regular "steak nights." It's our excuse to get our red-meat and good-red-wine fix and talk about everything on our minds - ranging from legal marketing and business development trends, personal milestones to deconstructing the latest Aaron Sorkin HBO series, "Newsroom."  Dallas has no shortage of excellent steakhouses, and we have tried most of them. Our most recent steak night was late August at Del Frisco's just north of Dallas in Addison.

After we were seated, a waiter greeted us and asked about beverages. I asked his name and he said, "Peter."  He brought our drinks, I said, "Thank you, Peter," and he said, "Oh, that's not really my name." I asked, "So what is your name?"  "It's Bush."  (I'm wondering why a waiter would lie about his name in the first place.) "Bush?" I asked. "It's my last name - no one calls me by my first name." (Which, by the way, isn't Peter.)  Our waiter was easily in his 50s - or older.

Bush then looks at my engagement ring, grabs my hand and asks, "OMG - How do you hold your hand up?!" And he continues to lather-on remarks about the size of it. I happily chirped that I just got married. He high-fives me and said I'd hit pay dirt.

I should add at this point that I told him early on that I was the host for our evening together.

As the dinner wore on, he high-fived me at least six more times (he never high-fived Eric and Allen, and who does that anymore?!), shook my hand an additional six times (occasionally shook their hands, too) insisted that we order certain menu items and continued to interrupt our conversation with inane and inappropriate comments. He also made cloying observations about the always-nattily dressed Allen, commenting on the GQ fashion statement he was making.

But the crowning moment came when the waiter started chatting at the men at my table. Allen, Eric and I were sharing stories about being happily married, when he interrupted us and said they - especially Allen - should have a girlfriend, too -- wink-wink. He continued for another comment or two as we were staring at each other in disbelief. Looking around the dining room, we saw mostly a roomful of businessmen. The ratio of men to women was 4 or 5:1. We wondered if the women in the room were, in fact, "girlfriends," and felt like we'd been cast in an episode of "Mad Men."

The service experience quickly transcended from weird to creepy.

What can law firm leaders learn?

1. Completely understand the culture of your firm.  Know that your culture is worn on the shirt sleeves of every person who works there - and it is transmitted to others the minute your employees walk in and out of your door. Do your lawyers and others reflect the values of your firm? Do they reflect (and respect) the values of your clients?
2. Just because partners are of a certain age doesn't mean they automatically know how to effectively handle business development and beauty contest situations.  There is hesitation to "train" seasoned partners, believing they know what to do.  In a recent conversation with a senior Big 4 accounting firm partner in the firm's national office, he spoke of the beauty contest prep he recently did with a client pitch team and two experienced marketers.  For a one-hour meeting, they were coached individually and rehearsed six-hours.  The Big 4 team included two of the most senior and experienced partners in the entire firm.
   
   It is never too late to train someone how to act better. 
3. I have never been militant about male/female dynamics in the workplace, but I am always aware and alert. Know what these dynamics are in your firm - and unearth whether you have men (or women) who exhibit bad behavior.  Ignoring it with a "boys/girls will be boys/girls" casualness will come to haunt you at some point. And it will, over time, sully your reputation.
4. Know your audience. It is stunning to me in late Q3 2013 that firms don't always know who the buyers of your legal services are.  It's not a corporation.  For important matters, it is a person surrounded by other smart people who all influence the decision.  Each buyer brings a history of good and bad experiences with lawyers (and restaurants) to the table, and that person is waiting for you to land in one column or the other. It's entirely up to you where you land.

Del Frisco's emailed a survey to me following our meal.  I filled it out and shared a couple of these stories, including the girlfriend comments. I received this response from the General Manager:

I just received your email regarding your dining experience with us on Wednesday 8/28.  I would like to apologize to you and your guests for the lack of professionalism we showed you that night.  I am truly sorry, we got "too comfortable" and had a lapse in judgment.  Please know this type of service is not what we typically do and it will not be repeated in this restaurant.  I thank you for the feedback and sharing with me your experience.  

That was the right response. But we won't return. The steaks weren't all that great anyway.

 

 

 

What law firms can learn from my experience with the strangest dessert in San Francisco (maybe the world)

While In San Francisco to speak at the monthly San Francisco LMA luncheon on Website trends (with Barbara Abulafia, Keker & Van Nest, Jeff Yerkey, Right Hat and Per Casey, Tenrec), my colleague Keith Wewe, another couple and I were hosted by Elizabeth Lampert for dinner at Twenty-Five Lusk. 

This modern and tony restaurant, located in the burgeoning China Basin neighborhood in San Francisco's SOMA (South of Market) district, is led by Executive Chef Matthew Dolan. Its website says this: "...featuring seasonally driven New American cuisine, a dynamic wine program, and expertly crafted cocktails. The design weaves a modern aesthetic through a historic brick and timber  warehouse originally built in 1917 as a meat packing and smokehouse facility."

Bottom line, it's completely worth trying - the food was quite delicious.  However, they had one mis-step that reminded me of the danger law firms can face when they don't have highly focused marketing and business development programs led by serious professionals.

Twenty-Five Lusk features a dessert called "Textures and Chaos" that lists only four ingredients on the menu, but clearly had several more (as you can see by the photo below).  This photo can't begin to communicate the plated disaster that was proudly delivered to our table. 

 

 

Perhaps, in a desire to elevate the participation among his team (and create a sense of inclusion), the chef tried crowd-sourcing to create this dessert - where each member of the kitchen staff added a favorite ingredient - and, voila! - Textures and Chaos was born.  The result was so poorly conceived and executed that I was inspired to write about it.  It's not only seriously ugly, but the tastes were as cacophonous as 5 p.m. rush hour in New York.

What can lawyers learn from this?  With the proliferation of new Internet-based marketing and business development channels, particularly social media outlets, individual lawyers, practice groups and firms have an unprecedented opportunity to jump into the fray.  And indeed they are jumping!  More than ever before, these lawyers, groups and firms need guidance and direction from experienced marketers who can help them define strategy and keep their focus.  Having an Internet presence that isn't well delineated, refined and targeted does the lawyer and firm no good - in fact, it can dilute any reputation you might have that's been developed in more traditional offline media. 

Firm strategy should start back in the kitchen-equivalent (not at the dinner table) and be a thoughtful consideration of audiences, markets, geographic reach, competition, threats and opportunities that are just cresting over the horizon.  This positioning stake in the ground informs what practice and industry teams could do, and what individual lawyers on those teams can do.  When well-intentioned, but overly independent lawyers go off and create their own Internet presence with no regard for their law firm, they miss the most important advantage available to them - leveraging the investments (strategy, time, reputation and money) made by the mother ship.

When many lawyers in a firm do their own thing without regard for the firm and practice group strategies, the result won't be far away from "Textures and Chaos."

 

 

 

 

 

Stuffing v. Dressing - an unnecessary war of words

Thank you for reading my blog!  Truly, I am so grateful. I take your comments to heart, and invite suggestions to improve it and recommendations for future topics. As a thank you, I share a favorite poem about the ubiquitousness of our kitchen tables and my special Cornbread and Sausage "Dressing" recipe.

I grew up in a small town in Minnesota (Willmar) and we called it dressing.  But I have lived in Texas since 1987, and they call it "stuffing."  My Minnesota family uses bread; the South loves cornbread. Native Minnesotans would never put sausage (or frankly nothing more than celery and onion) in their dressing, let alone raisins that had enjoyed a brandy-bath overnight. 

So, I have created a hybrid recipe that combines the best of my Thanksgiving-at-the-kitchen-table memories from the upper Midwest and my adopted home in the Southwest.  Let me know if you have questions about it - and certainly, what you think of it.

First, the poem . . .

Perhaps the World Ends Here

By Joy Harjo

The world begins at a kitchen table. No matter what, we must eat to live.

The gifts of earth are brought and prepared, set on the table. So it has been since creation, and it will go on.

We chase chickens or dogs away from it. Babies teethe at the corners. They scrape their knees under it.

It is here that children are given instructions on what it means to be human. We make men at it, we make women.

At this table we gossip, recall enemies and the ghosts of lovers.

Our dreams drink coffee with us as they put their arms around our children. They laugh with us at our poor falling-down selves and as we put ourselves back together once again at the table.

This table has been a house in the rain, an umbrella in the sun.

Wars have begun and ended at this table. It is a place to hide in the shadow of terror. A place to celebrate the terrible victory.

We have given birth on this table, and have prepared our parents for burial here.

At this table we sing with joy, with sorrow. We pray of suffering and remorse. We give thanks.

Perhaps the world will end at the kitchen table, while we are laughing and crying, eating of the last sweet bite.

"Perhaps the World Ends Here" from The Woman Who Fell From the Sky by Joy Harjo. Copyright © 1994 by Joy Harjo. Used by permission of W.W. Norton & Company, Inc.

Cornbread and Sausage Dressing - serves 8 (doubles easily)

By Deborah McMurray

(Note that I always look for ways to reduce calories and fat [especially at Thanksgiving!], so I have several lower fat substitutions here - such as using 4 egg whites instead of 2 eggs.)

• Make fresh cornbread (2 boxes Jiffy Cornbread or your favorite from-scratch recipe), crumble into a large bowl and set aside.  You can bake it the night before and refrigerate it, or several weeks before and freeze it.
• 1 cup brown or golden raisins, plus pour over 1/2 cup brandy or cognac.  Add enough hot water so the raisins are immersed in liquid.   Soak overnight and reserve the soaking mixture.
• 4 egg whites, lightly beaten
• 2/3 cup skim milk
• 1 pound Jimmy Dean's reduced fat mild pork sausage
• 1 medium onion, chopped
• 3 stalks celery, chopped (I always pull the outside threads off - they are kind of tough and bitter)
• 1 Granny Smith apple, peeled and coarsely chopped
• 1 16-oz can of corn or frozen corn, thawed and drained
• 1 can water chestnuts, drained and coarsely chopped
• 1/2 cup toasted pecans or pine-nuts (either is delicious)
• 1 tbsp. fresh sage or 1 1/4 tsp dried sage (but crack open a fresh jar if you use dried)
• 1/2 cup dry white wine (pour yourself a glass, too, as you watch the raisins plump)
• 1-2 tsp. crushed red pepper flakes (the heat adds so much to this recipe!)
• Sea salt to taste
• Freshly ground pepper to taste (I use quite a lot, like usual)
• 1 cup chicken or turkey stock (or broth)

Making the dressing: Crumble and fry the sausage in a large non-stick skillet until brown.  Remove it from the pan and add it to the cornbread bowl, leaving a tiny bit of the drippings in the pan. Discard any excess oil. Saute the onion over medium heat until slightly softened, then add the celery.  Cook until the onions are translucent. Add to the sausage/cornbread mixture in the bowl.

Add the skim milk, beaten egg whites, corn, apple, water chestnuts, raisins (including 1/4 cup of the brandy mixture), pine nuts or pecans and other spices.  Add the chicken or turkey stock and the white wine.  Mix all ingredients.  Salt and pepper to taste.

Spray a 9x13 baking dish with PAM, pour dressing into the pan, cover with foil and bake at 350 degrees for 30 minutes.  Uncover and bake another 30 minutes until crunchy and brown.  Remove from the oven and keep warm until serving.

If necessary to reheat, cover with foil, but remove the foil the last few minutes to re-crisp the top.

This dressing is great with turkey, but also wonderful with roast pork.

Enjoy! Happy Thanksgiving!

 

What law firms can learn from my surprising experience at the Ritz-Carlton in Philadelphia

I haven't always had a stellar experience at Ritz-Carlton hotels. In fact, in a lifetime of hotel stays, I've had three very disappointing stays at three different Ritz properties.  They stand out in the blur of my business travel, however, because they were aberrant -- Ritz-Carlton personnel are trained to stretch the boundaries of fine customer service.  We expect memorable moments and exceptional service from them.

Blake Davis, one of my Content Pilot colleagues and I stayed at the Philadelphia Ritz-Carlton on a recent business trip.  Blake had a dress-shirt mishap (a brand new shirt from Banana Republic - he's taking it back); the fabric ripped right down the front of his chest.  He didn't have a spare shirt in his suitcase.  Before we had a chance to explore viable options that we could fulfill before our 10 a.m. meeting, a Ritz-Carlton employee quietly brought  two neatly pressed dress shirts - blue or white - to our breakfast table.  Blake chose the blue, quickly changed and we were on our way.

What can law firms learn from this? 

The speed and deftness this employee demonstrated in solving Blake's problem was stunning. This person didn't detail the list of options, which could have included: 

1. Tape applied to the back of the shirt to hold it together (not being a seamstress, this is what I suggested).
2. Convincing Blake that it wasn't that bad.
3. Finding a department store that opened early enough to squeeze in a shopping trip.
4. Wearing yesterday's shirt.

Lawyers are often inclined to search the enormous range of options when a client presents a problem.  This can take hours and days - delaying the solution and resulting in client frustration, fear, anger and budget overruns.

Instead, anticipate client problems so you have some ready solutions in your back-pocket.  Ritz-Carlton sees business travelers all the time.  Sometimes we have wardrobe malfunctions.  So they purchased a few extra shirts, pressed them and they are at the ready - just in case.

Know that the best option - the one that will make your client the happiest - is sometimes very easy for you and will cost almost nothing.  Just solve your client's problem.