September 4, 2015 nº 1,667 - Vol. 13
 

"We are so vain that we even care for the opinion of those we don't care for."

 Marie Von Ebner-Eschenbach

In today's Law Firm Marketing, 5 steps that make your client feel important

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• Top News

How a suit against Uber could redefine the sharing economy

Uber has been fighting challenges to its business model. But a federal judge in California has allowed some drivers to proceed with a class-action lawsuit against the ride-hailing service. The case could affect other big companies in the sharing economy. Uber challenged the traditional taxi business with an app that brought together people who need a ride with people who have cars. The drivers get paid a rate set by Uber. But Uber passes on a lot of costs. Drivers have to pay for their own cars, for their gas, and for the wear and tear on their vehicles. And basically Uber is able to shift all those expenses to its drivers and not have to pay it themselves. The drivers are arguing that they should be classified as employees — not contractors — and she claims that labor law is on their side, especially in California where the company is headquartered. In California, those laws are particularly strict and say that employers have to reimburse their employees for expenses that are required to do the job. One of the first steps in the case against Uber was getting the federal judge to certify the drivers as a class. The company fought that classification but lost. Uber says the decision only applies to a limited number of drivers and the company is likely to appeal it. The company brought in testimony of drivers who were happy being independent contractors and didn't want to be part of the class. However, the judge determined that was a small group compared with the tens of thousands of drivers that work for Uber. Any ruling in this case could affect other companies in the sharing economy, like Airbnb, TaskRabbit and Lyft, an Uber competitor. The sharing sector is "where this question of misclassification of employees into independent contractor status is arising with increasing frequency.

UNESCO: destruction of Temple of Bel is crime against civilization

The Director-General of UN Educational, Scientific and Cultural Organization (UNESCO), Irina Bokova on Tuesday condemned the destruction of the Temple of Bel by Islamic State (IS) militants in Syria, calling it an "intolerable crime against civilization." The temples of Palmyra are considered to be the most important first-century religious monuments in the Middle East, embodying "the dignity of the entire Syrian people and humanity's loftiest aspirations." In light of the temple's destruction on August 30, UNESCO is determined to continue protecting everything that is capable of being saved. Bokova reinforced that "[t]he power of culture is greater than that of all forms of extremism and nothing can stop it."

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• Crumbs

1 - U.S. judge approves $415 mln settlement in tech worker lawsuit - click here.

2 - U.S. court denies $2 million legal fees to conservatives in voting rights case - click here.

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• MiMIC Journal

China authorities charge those involved with securities violations

Authorities in China have punished approximately 197 people, officials announced Monday, for spreading false rumors online about the fatal explosions in Tianjin and the recent stock market crash.

China military parade commemorates victory over Japan

China has held a lavish parade in Beijing to mark the defeat of Japan in World War Two, showcasing its military might on an unprecedented scale. President Xi Jinping in his opening speech paid tribute to "the Chinese people who unwaveringly fought hard and defeated aggression" from Japan. China's growing military power is being keenly watched amid regional tensions.

A secretive agency hunts for China's crooked officials worldwide

Rounding corrupt officials up, in an operation called "Sky Net," falls to China's much feared Central Commission for Discipline Inspection (CCDI), which catches them and return fugitives. CCDI traces its origins to 1927, when the young Chinese Communist Party established a commission to monitor its members' behavior. Internationally, Sky Net staff members have a more delicate task. China and the US have no extradition treaty. Instead, China generally must demonstrate to the US that fugitives have broken the law. The two sides communicate on such matters through a body called the Joint Liaison Group on Law Enforcement Cooperation. US officials have been more helpful on fugitives in the last two years, but it's clear the US — with its processes for protecting the rights of the accused — remains a headache.

• Law Firm Marketing

5 steps that make your client feel important
By Trey Ryder

Often, clients change law firms because of what they perceive to be rudeness or the feeling of indifference by their lawyers. This is why you and your employees should make sure every client knows he is an important part of your practice. This must be apparent in both your words and actions, as follows:

STEP #1: Make every contact pleasant.

When anyone calls your office, make sure the person answering the telephone is pleasing, courteous and attentive.

Recently, I called a man I didn't know at his home in New York. I identified myself, and he stopped me right there. He said, "Just a moment, please. Let me turn down the television so I can give you my full attention." Even though he asked me to wait, he told me how I would benefit -- so I didn't mind.

If your operator must put a caller on hold, does he or she ask the caller, "May I put you on hold for a moment?" Most people don't mind holding if the operator politely asks. But when the caller hears "Hold please!" and then the familiar click, he knows the operator has more important things to do.

Also, I like to know the name of the person on the other end of the telephone. Conversations are more friendly when two people can call each other by name. I urge you to ask everyone who answers the telephone to identify themselves when they answer.

STEP #2: Help your client park and find your office.

Have you ever tried to find an office in a new building?

Even if you can find the building -- which itself may be a challenge -- finding an individual office may require a team of bloodhounds. And in some new lobbies, finding the building's directory may be as hard as finding the office itself.

One easy answer is to send your prospect or client a map before his appointment. Or, give him clear directions. If you can provide special parking spaces for your clients, all the better.

When I was in my early 20s, my business lawyer moved into a new office building. As I started looking for a place to park, I saw this painted on the curb: "Reserved for Clients of (law firm name)." What's more, the space was covered.

Best of all, the space was the first parking space off the main sidewalk entering the building. So, of the hundreds of cars in the parking lot, I had the closest space to the entrance.

Certainly reserved client parking increased his firm's overhead. But I guarantee you, I felt like the most important person in the world when I drove into that covered parking stall. I knew that I was getting the same treatment that the firm's corporate clients received, even though I was a kid fresh out of college.

STEP #3: Invite your client into a comfortable reception area.

Is your reception room furniture comfortable? Is the atmosphere pleasant?

Are your magazines neatly arranged -- or do they look like they've been attacked by a band of wild monkeys? Are they recent issues, or do they announce the upcoming 1984 Summer Olympics?

I was so impressed with the reserved parking space my lawyer provided, can you guess what happened when I walked into his reception area?

First, the receptionist said "Hello" and asked if she could get me something cold to drink. Of course, I accepted.

Then I sat down in a beautifully decorated room. All the latest magazines were nearly displayed in their places on the coffee table. A telephone was at my fingertips in case I had calls that just wouldn't wait. (This was long before cell phones.)

And each lawyer in the firm had his business card holder stocked with cards on the end table. Each holder was arranged a short distance apart so people with awkward fingers wouldn't knock them over.

Soon the receptionist returned with my drink. No, not in a pop can, but in a handsome glass tumbler. (Pop cans wouldn't go with the room's decor.) And inside the glass were sparkling ice cubes. Not the funny shaped cubes spit out of ice machines. But honest-to-goodness hard-frozen cubes you get from a bag of ice, like you might serve at a party.

Every time I entered this law office I felt important. And, as you can guess by now, I really enjoyed visiting my attorney.

STEP #4: Keep your client at ease during your interview.

Clients often assume their matter is their lawyer's least important case. And they reach this conclusion based on little signals they pick up.

When a client enters your office, you have the opportunity to show your client how important he is to you. How well you do this determines whether the client hires you to work on his behalf -- or gets help from another lawyer.

When you escort a client to your office, do you still accept phone calls? If you do, you are admitting that incoming calls are more important than this client. The nicest words your client hears are when you tell your secretary to hold your calls. Your client knows that for the duration of his appointment, he has your undivided attention. He knows that his problem will be the most important thing on your mind.

Where do you and your client sit? If you sit at your desk, your client may feel as if your desk is a barrier separating the two of you. Why not come around and sit next to your client? It's much more friendly and personal.

If you need to review paperwork, you might sit next to each other at a conference table.

STEP #5: Keep the lines of communication open.

Before your client leaves your office, make sure he knows you welcome his calls and e-mails. Clients need this reassurance.

If you're busy when your client calls, return his call as quickly as possible. If you know you won't be able to call soon, ask your secretary to call and set up a phone appointment. Most clients don't mind waiting if they know you have reserved time exclusively for them.

SUMMARY: When you make your client feel important, you add value to your services. This is an easy way to gain an enormous competitive advantage.

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© Trey Ryder
FREE LAWYER MARKETING ALERT: If you'd like to receive Trey Ryder's weekly Lawyer Marketing Alert, send an e-mail to [email protected]. Write "Subscribe LMA" in the subject line and write your name and e-mail address in the body of the message.

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EU displaces US as top antitrust cop

The European Union's antitrust activism has put it in prime position to shape the Internet and is encouraging some US technology executives to focus on Brussels.

US tightens mobile phone tracking rules

The US justice department says federal agencies will have to obtain search warrants to use technology that tracks mobile phones under new guidance. Until now agencies such as the FBI had not needed a warrant to use machines called cell-site simulators that track the locations of phones in the area. Authorities say they have been an important tool in fighting crime. However, civil liberties groups have expressed concern at potential invasions of privacy. The new rules will come into effect immediately and also mean that "when the equipment is used to locate a known cellular device, all data must be deleted as soon as that device is located, and no less than once daily". "Additionally, the policy makes clear that cell-site simulators may not be used to collect the contents of any communication in the course of criminal investigations. This means data contained on the phone itself, such as emails, texts, contact lists and images, may not be collected using this technology," according the justice department.

Big law associates need a nap

The brain can't function at a high level without rest. Some researchers think the upper bound may be around six hours. Yet we're working harder than ever. In a recent blog post for the Harvard Business Review, Gianpiero Petriglieri reminds us of the punishing harm we do to our bodies. He cites data suggesting that "working long hours damages our health, productivity, and families." Which brings us to lawyers. Lawyers pretty much run the country. Maybe the reason they run the place so badly is that they're always exhausted. Seriously. Some aspect of legal culture encourages overwork -- an aspect most prevalent in the large corporate law firms, known collectively as Big Law. Survey after survey tells us that Big Law associates are unhappy. By some measures, they collectively constitute the least happy workers in the US.

Schools want the sky to be the limit on loans

For the past nine years, graduate students in the US have had almost a blank check to take out as much as $80,000 a year in government-backed loans to pay for tuition and living expenses. Republican Senator Lamar Alexander of Tennessee thinks that's too much. He's introduced legislation, backed by his Democratic colleagues Michael Bennet of Colorado and Cory Booker of New Jersey, to limit borrowing to $30,000 a year, with a cap of $150,000. Programs with especially high costs could appeal to the US Department of Education to let their students borrow up to $15,000 more each year. Colleges, whose lobbyists and trade associations have succeeded in defeating just about every attempt to control rising tuition costs over the last decade, are trying to soften Alexander's proposed law, which would also radically simplify the federal student aid application. They have indicated in filings that they've lobbied on the Alexander bill, though they haven't publicly taken a position for or against the loan limits. "We believe in a strong federal aid system that benefits all students and also serves the needs of graduate and professional students.” Others say graduate students should be trusted to understand how to manage their financial obligations. "People are not as dumb as the public dialogue seems to think they are."

Kentucky clerk found in contempt for refusing to issue marriage licenses

A US judge has ordered a Kentucky official jailed for contempt of court after she has repeatedly refused to issue marriage licenses to gay couples. Kim Davis has said that her Christian faith should exempt her from signing the licenses. The US Supreme Court declared gay marriage legal in June. After interviewing her fellow clerks, the judge said Ms Davis could go free if she allowed her deputies to grant the licenses, but Davis refused.

Netherlands court orders gas companies to pay for quake damage

A Netherlands court ruled on Wednesday that a Royal Dutch Shell and Exxon Mobil joint venture must pay homeowners for property damage caused by gas drilling related earthquakes. The Dutch Safety Board has warned several times in the past few years that natural gas production in Groningen field area increases earthquake risk, and that companies have not done enough to mitigate the risk. Nearly a hundred thousand homes and buildings were damaged in the quakes, with damage estimates in the billions.

Argentina orders HSBC to replace boss

Argentina's central bank has ordered HSBC to replace its chief executive in the country within 24 hours and accused the bank of failing to prevent tax evasion and money laundering. In November Argentine authorities charged HSBC with helping more than 4,000 clients evade taxes. The bank was accused of helping clients hide money in Swiss bank accounts. HSBC rejected the charge and said in a statement that it complied with Argentina's laws.

US court in key transgender ruling

A US appeals court has granted a transgender illegal immigrant the right to stay, as she would face discrimination in Mexico. The court ruled that Edin Carey Avendano-Hernandez was protected under international anti-torture conventions. The judges said Mexico suffered from "an epidemic of unsolved violent crimes against transgender persons". They said US immigration officials who wanted to deport her had mixed sexual orientation with gender identity.

Central African Repbulic transitional council adopts constitution

The transitional council in Central African Republic (CAR) announced on Monday that it has adopted a constitution that will help create a new government for the country to help combat many years of turbulence and social unrest. The constitution must now pass a referendum on October 5, which will be followed by legislative and presidential elections on October 18, including a second round set for October 22.

Maryland court rules no visitation rights to same-sex partner's child

The Maryland Court of Special Appeals on Wednesday published a ruling holding that a lesbian woman has no visitation or custody rights to a boy given birth by her partner before they were married. Writing for the court, Judge Robert A. Zarnoch said that Maryland law did not specifically address children born to unwed same-sex couples. He said that therefore the woman, now divorced from the child's biological mother, is not recognized as a second parent with rights to see the boy.

Trader acronyms, trade transparency

Prosecutors combing through the e-mail transcripts of Wall Street traders suspected of illegal activity are looking for telltale acronyms that hint at suspicious activity. TYOP (tell you on phone), TOL (talk offline) and LDL (let's discuss live) are red flags according to defense attorneys and current and former prosecutors who agreed to speak on condition of anonymity. Phrases such as "call my cell" and "let's go off e-mail" remain popular among the people who plot insider trades or the rigging of some of the world's biggest markets. New expressions and acronyms pop up all the time, and authorities say they build lists of favored terms. Investigators for the Securities and Exchange Commission and Justice Department get so many e-mails they can't possibly review them all without using their Control-F search function. Homing in on a suggestion to go off e-mail is usually only the start. Authorities then have to go through hours of records to gather evidence that a crime was committed.

Law firms pile on posh amenities to build up business

Offices add dining and even wine bars, but some clients find their efforts misguided. In the race to retain clients and attract new ones, some law firms say their physical surroundings make a big difference. Even as firms trim overall square footage to save money, they are splurging on amenities designed to impress the companies they rely on for revenue. High-tech board rooms, 200-person event halls and wine bars are increasingly common at major law firms. Lavishing money and thought on parts of the workplace that visitors are likely to notice is a trend also playing out in other industries, including private-equity investment, advertising and technology. Real-estate industry players say having the resources to host meetings in the office is as much about branding as about cost savings.

• Daily Press Review

UN launches new round of Libya peace talks
Al Jazeera, Doha, Qatar

The migrant crisis widens the cracks in Europe
Haaretz, Liberal daily, Tel Aviv, Israel

Britain set to accept more refugees
BBC News, Centrist newscaster, London, England

Trump's famous escalator
CNN International, London, England

Tom Hardy's dog Woody steals the show at Legend premiere
Daily Mail, Conservative daily, London, England

Ed Miliband 'won't serve under Jeremy Corbyn' and is expected to remain on backbenches
Daily Mail, Conservative daily, London, England

Bicske: Hundreds refusing to leave migrant train
EuroNews, International news, Ecully Cedex, France

Father of dead boys: 'All I want is to be with my children'
France 24, Issy-les-Moulineaux, France

Excavation season begins at ancient site of Elaiussa Sebaste
Hurriyet Daily News, (Liberal, English-language), Istanbul, Turkey

One killed, 2 wounded after active shooter opens fire on-campus at Sacramento City College
Independent The, London, England

Major Ukrainian TV provider drops Russian channels
Moscow News The, Independent, Moscow, Russia

Guatemalan president quits and then jailed
Telegraph The, Conservative daily, London, England

Strictly's Carol Kirkwood: 'It's the skimpy outfits that concern me most'
Telegraph The, Celebrity news, London, England

Ma on offensive as PRC holds parade
China Post, English-language daily, Taipei, Taiwan

Wages for Soldiers to Rise 15% Next Year
Chosun Ilbo, Conservative daily, Seoul, South Korea

Earth has 3 trillion trees but they're falling at alarming rate
Hindustan Times, New Delhi, India

Abe-Park first summit eyed for late October
Japan Times, Independent centrist, Tokyo, Japan

Man attacked by shark off coast of Australia
New Zealand Herald, Conservative daily, Auckland, New Zealand

Ukraine President cancels trip over protests in eastern Ukraine
Straits Times, Pro-government, Singapore

Beat the post holiday blues
Sydney Morning Herald, Centrist daily, Sydney, Australia

Crunch UN climate talks enter fraught final day
The Economic Times, Business, Mumbai, India

Joe Biden wonders if he has 'emotional energy' to run for president
Canadian Broadcasting Centre, Toronto, Ontario

EU pushing to relocate many more migrants across bloc
Globe and Mail The, Centrist daily, Toronto, Canada

Liberty Reserve Brought Down By 'Joe Bogus': How The Feds Arrested Arthur Budovsky
International Business Times, Business news organization, New York, U.S

Oil prices dip, investors wait on cues from U.S. jobs data
Reuters, Business News, New York, U.S

After troop cuts, China military warns reforms will be hard
Reuters, World News, New York, U.S

Kurdi family separated by war, united in grief
Toronto Star, Toronto, Ontario

Congo's 'Terminator': I'm not a killer
BBC News, Centrist newscaster, London, England

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