John DiJulius | Customer Experience Blog


Singular focus, less customers, huge results – cj Advertising; Arnie Malham Speaking @ Summit; The Weather Challenge continues

Singular focus, less customers, huge results –

cj Advertising, headquartered in Nashville, Tennessee, is an advertising firm exclusively serving personal injury attorneys. It is not difficult to figure out why they are known for world-class client service. First, they only work with law firms. If you are an accounting firm or doctor’s office and you want to hire them to do your web site or a marketing project, they will have to turn you away. Their clients, the law firms, can trust that cj Advertising knows the legal industry and the legal complexities of advertising and marketing better than their own law firms do. And second, they offer market exclusivity with every client. They do not have or will not take on as clients, two law firms from the same city that compete against each other. That’s the kind of vendor/partner you want for your business.  While cj Advertising is known for the excellent customer service they deliver to their clients, they are also an amazing company to work for and have a fine reputation with vendors as well. They have many internal standards they deem non-negotiable. For example, the following are just a few of the standards that relate to job candidates and employees:

  • Return all phone messages within same day.
  • Return e-mail messages within same day.
  • If a job candidate is rejected by cj, send him/her correspondence and provide the names of the other top agencies in Nashville to check out.
  • When job candidates come into the office, offer them a beverage as they wait.
  • Validate all parking for interviewees.
  • Answer employee benefit questions the same day they are received.
  • Hand out paychecks by 3:30 pm on the Thursday before payday.

 

Arnie Malham – cj Advertising and Legal Intake Professionals was established in 1995 by its founder and President, Arnie Malham.  He launched cj Advertising, which has since grown into the largest full-service advertising agency in the country, to exclusively serve personal injury lawyers. cj Advertising’s vision is a team of marketing professionals who come to work every day and focus completely on growing their clients’ businesses. In 2000, Arnie launched Legal Intake Professionals (LIP), a 24-hour call center, to answer phones just for law firms.  Today, more than 70 specialists serve more than 140 law firms throughout the U.S. with empathy, compassion, and intelligence on every call.  With answer rates, engagement rates, and customization unrivaled anywhere in the call center industry, LIP is truly unique in the marketplace.  

 

Arnie believes that different is better than good, that outliers are fascinating, and that mindset is everything. Arnie’s favorite quote is, “If it’s worth doing, it’s worth doing wrong,” and he has no problem with the concept of getting it wrong until he gets it right.  Don’t miss his captivating presentation on Establishing a World-Class Internal Culture at the 2012 Secret Service Summit.

 

The Weather Challenge continues – One of the most popular and circulated eServices I have written was the I wrote three weeks ago called, “The Weather Challenge,” which was about calling your own call center anonymously just to ask what the weather was in another state and see how they handle the opportunity to go Above & Beyond.  The following is an email sent from Chad Hall, GM at Restaurants on the Run, to all his employees, after reading the eService;

 

Dear ROTR Team:

 

Please take a few minutes to read the below article sent from The DiJulius Group and send me your number one learning

 After reading this article, Sean Bates called me and suggested that we have someone call in and test our Call Center.  I agreed and Sean had a friend of his call in and ask for the temperature in Denver, CO.  Despite having six calls waiting in queue, HOLLAND TASHER was more than helpful in looking up the weather and assisting this caller.  The customer called back and said, “Holland picked up and provided me with the weather information and was very helpful!”

 

Thank you, Holland, for continuing to provide World-Class Service to all our customers!

 

Chad

 

Johnism

 

 

John R. DiJulius III best-selling author, consultant, and keynote speaker, is the President of The DiJulius Group, the leading customer experience consulting firm in the nation. He blogs on customer experience trends and best practices. Learn more about The DiJulius Group or The Secret Service Summit, America’s #1 Customer Service Conference.

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