In this week’s edition of Things I Wish I Knew, solo attorney, Joleena Louis, shares what she learned about growing her solo practice while on vacation.
I recently returned from a weeklong cruise vacation with my family.
While I tried my hardest not to think about work, as a solo it was almost impossible. Even seemingly non-work related situations made me think about my practice.
Here’s a few things I learned about continuing to grow my solo practice while on vacation:
1. It’s so easy to stay connected.
Once upon a time, if you were on an airplane or cruise ship, you were virtually unreachable. That is no longer the case.
With advancements in technology and wifi everywhere, even in the air and at sea, it’s easy to stay connected and not feel completely useless without a desktop computer.
This can be both good and bad for solos. It made me feel more comfortable taking such a long vacation since I knew I could check my email or iMessage regularly to make sure nothing drastic has happened.
However, if you have no self control and focus on your phone or tablet more than your travel companions, it can end up putting a damper on your vacation.
Remember, moderation is key.
2. People are willing to pay more for convenience.
To be honest, I’m one of those people. Wifi at sea came at a hefty price, but it was worth it to me to be reachable in an emergency.
I also paid extra to Jetblue for bigger seats, more legroom and priority boarding. It was worth it to me to pay extra to skip long security lines and be the first to board and have easy access to overhead bins.
This idea is something I’ve already incorporated into my practice: offering more convenience to justify my higher fees.
3. Great customer service can turn an angry customer into a repeat client.
On the first day of the cruise, a drink package that I prepaid for wasn’t correctly reflected on my account.
I was angry and frustrated that I was being charged for drinks I shouldn’t have been charged for and that I had to spend time in the customer service line instead of relaxing. The customer service representative listened to my venting, empathized with me and discussed ways to correct the issue. I walked away with a smile and praised the rep on the after cruise survey.
This was a great reminder that listening and being polite can go a long way in improving customer experience.
4. Remembering names goes a long way.
One of the most memorable parts of the cruise was that almost every staff member I came into contact with regularly remembered my name.
This is on a ship with almost 5,000 passengers. My room steward, waitress, bartenders, and even the Starbucks barista all greeted me by name by the second day. Even a few of the ship’s officers I met would greet me by name when I ran into them later on.
It really left a great impression on me and made me feel like more than 1 of 5,000. That’s the way I want my clients to feel. Like someone important and not just another case.
It felt great to get away to relax but felt even better to return with more ideas to improve my practice. The best way to grow and be innovative is to get ideas and inspiration from everywhere and this trip was a perfect example of that.
Do you think about bettering your practice while on vacation? Comment below and tell us what you think!