Originally Published by
CalCPA Online
June 2001
PRODUCTIVITY THROUGH QUALITY COMMUNICATION
by Lawrence M. Kohn
We know that productivity is the pathway to profits. And in this high-tech world, it’s fashionable to look to technology for solutions to productivity problems. But, before you invest in any new- fangled frills, don’t forget to focus on some old-fashioned skills.
Quality communication is the foundation of productivity. It has the short-term benefit of getting work done efficiently. Plus, it offers some important, long-term benefits. It creates client satisfaction, motivates marketing, supports self-esteem, maximizes morale and reinvigorates respect for others.
This article will help you increase productivity by increasing the quality of communication in your organization. It will help you become aware of danger zones and what you can do to avoid them. It will give you tips you can use right away. And, if you make a commitment to quality communication and teach these tips to everyone in your organization, you will create a quality communication culture. When you do, not only will it help you increase profits, but also, it will make the work experience more meaningful and more fun.
Quality communication has three components: 1. It’s clear. 2. It’s constructive; and, 3. It’s consistent. Let’s take a look at each component.
CLEAR
The workplace is filled with unclear communication. The result is that people get confused. People waste time trying to figure out how to start a task. And, once they get started, they waste time doing things incorrectly. The strategy for enhancing clarity is to help people think before they communicate.
Danger Zone: Unclear Needs
It is impossible to communicate clearly if you don’t know exactly what you need. I was working with a firm that seemed in constant crisis. Everyone believed that the problem was just the, “nature of the profession.” A brief discussion revealed that the partners were not given advance notice of client-related, impending deadlines. Obviously, partners need to anticipate deadlines. Once the specific need was identified, the solution was simple. The managers now regularly review each client with the partner-in-charge and point out upcoming deadlines well in advance. Tip: Be clear about your needs.
Danger Zone: Unclear directions
Highly educated, smart people still may not know how to give clear directions. I once overheard a CPA who wanted to teach his secretary how to be more thorough. He said to her, “Include all of the documents that are required and don’t include any the documents that are not required.” Needless to say, the secretary was still in the dark about which documents were or were not required. Clear directions should include specific, detailed lists.
Tip: Prepare detailed lists to ensure clear directions.
Danger Zone: Insufficient questions
People often feel uncomfortable about asking questions. Delegatees may be embarrassed for not knowing something they think they are expected to understand. Delegators who tease, reprimand or act impatient exacerbate the problem. Environments that do not welcome questions invite mistakes. Make it a policy in your firm to promote questions. Instead of asking, “Do you have any questions?” delegators should ask, “What are your questions?”
Tip: Promote questions.
Danger Zone: Taking the wrong path
Even with clear directions and lots of questions, some people may move in the wrong direction. Instead of waiting until it’s too late, it’s a good idea to always arrange a brief follow-up meeting to review the delegatee’s understanding of a task. The interval between the initial meeting and the follow-up should provide enough time for the delegatee to think about the task. At the review meeting, it is important for the delegator to listen and let the delegatee explain their understanding.
Tip: Implement reconnaissance after delegation.
Danger Zone: Unclear quality standards
It is so common for people to have difficulty describing the quality standards they want to apply to a task. Phrases such as, “A professional look,” or words like, “thorough” or “well-written” may seem descriptive, but in fact have minimal meaning. Quality standards must be explicit i.e. “No type-o’s” or “All names spelled correctly.” When quality standards are clear, the finished product will meet the standards.
Tip: Document quality standards.
Danger Zone: Unclear Deadlines
One of the most frustrating obstacles to productivity is failure for delegatees to meet deadlines. Fortunately, it is one of the easiest problems to avoid. The solution is to always negotiate a specific deadline for each task. Be careful to avoid unclear deadlines such as, “ASAP” or, “When you get a chance.” These phrases are recipes for disaster.
Tip: Negotiate deadlines for all tasks.
Danger Zone: Denial
Many people fail to accept responsibility for making their point clearly. They wrongly believe that they have the skills to communicate and that the failure to understand is with the other person. They want to shift the burden of learning to the student. I remember hearing a CPA having difficulty explaining a calculation to a subordinate. After a brief discussion, he complained, “You just don’t get what I’m saying.” The reality is that the CPA was in denial about his inability to be clear. In that situation, people should identify the confusion and keep trying to turn on the light bulb. If any comment is necessary, it could be “I’m not doing a good enough job of explaining this to you. Can you tell me how I could be more clear?”
Tip: Take responsibility for being understood.
Danger Zone: Pointless conversation
People love to hear themselves talk and often incorrectly believe they have highly developed communication skills. So much time is wasted by the delivery of irrelevant information. Also, people who abuse their listeners lose their respect and reduce their willingness for future interaction. For the solution, we can look to how this problem is often solved in meetings: an agenda. Agendas are lists of topics to be covered. If someone in your organization has difficulty staying focused on the important issues of a conversation, consider asking them to create a brief list (written or memorized) of the issues they want to address. You can take it a step further and also ask them to identify the impact of each issue. The impact is the expected result. Identifying the impact of an issue helps identify its relevance.
Tip: Consider “key issues” lists and their impact.
CONSTRUCTIVE
Constructive communication is motivational and invites further interaction. Unfortunately, many people deliver unnecessarily negative messages. People who receive negative messages inevitably produce less. Some negativity could steal an hour of productivity. Other negative interactions could waste days or weeks. Negativity can mushroom to involve many other people in an organization, which reduces their productivity as well. Worst of all, it can result in litigation, which may be the greatest time-waster of all. People need to notice when they are negative and only then can they begin to do something about it.
Danger Zone: Cruelty
Cruel people often justify their cruelty by calling it honesty. They like to, “Tell it like it is.” This is not to say that it is not appropriate to deliver critical messages. The issue is how to do it. The answer is to focus on the problem and not the person, i.e., “The work is not getting done.” vs. “You’re work product is embarrassingly inadequate.”
Tip: Focus on the problem–not the person.
Danger Zone: Hovering
A regular complaint is that someone’s boss is overly aggressive about the status of a task. This makes people nervous and self-conscious. Instead of accelerating productivity, it increases mistakes and reduces clear thinking. The solution is to shift the responsibility of follow-up to the delegatee. When a task is identified, it is always necessary to arrange for an update. If the delegator is anxious, negotiate a rapid interval. Once the appropriate reporting mechanism is in place, hovering will disappear.
Tip: Negotiate appropriate updating schedules.
Danger Zone: Impatience
Impatience happens when expectations aren’t met. Impatient employees complain that their delegatees, “Should know how to do their jobs by now!” While it may be true that other people are not up to speed, impatience does not provide a solution. Training provides the solution.
Impatient delegators should recognize their impatience as an indication that training is needed.
Tip: Recognize impatience as a need for training.
Danger Zone: Blame
It is so common to hear senior employees complain that, “People don’t care today as much as we did.” They blame others for being lax or lazy or unmotivated. The reality is that people today are just as capable of being motivated as ever before. The weakness is not in the person; it’s in the failure to motivate. Motivation requires two ingredients: 1. A perception of benefit. People need to feel that the task will be valuable to the organization and ultimately to them. 2. Achievable steps. If people have the tools and the skills to get a job done, they will have confidence in their ability to be successful. That’s motivational.
Tip: Create desirable goals and achievable steps.
Danger Zone: Public humiliation
One of the most debilitating and time-wasting experiences is to criticize an employee in the presence of others. Once I heard someone stand in front of his office and yell, “I’d like to find someone around here who knows something about grammar!” The secretary who made the error was completely embarrassed. She quickly repaired the mistake but was unproductive for days. Unfortunately, the public humiliation continued and the secretary began a conscious effort to undermine the success of her boss. In addition to reducing her own productivity, she did her best to turn other employees against him. The whole experience wasted hundreds of hours.
Tip: Deliver all negative evaluations in private.
Danger Zone: Angry behavior
In some environments, it seems acceptable to allow people to yell and swear at others. This is often the case with authority figures. The fact is that this kind of childish behavior is absolutely unacceptable. The reduced productivity issues abound. When people witness angry behavior, they feel threatened. They question the emotional stability of the perpetrator. Then, they invest time in anxiety rather than productivity. Left unchecked, anger can erupt into litigation or even violence. When people yell and display uncontrolled anger, they must immediately receive professional counseling and be put on notice that failure to control themselves will result in termination.
Tip: Ban angry behavior.
Danger Zone: Sarcasm
I have implemented hundreds of informal surveys regarding the impact of sarcasm on productivity. It may be surprising for those who enjoy sarcastic interaction that the majority of the business professionals I’ve interviewed are offended by even playful sarcasm when it is directed toward them. It is true that some business cultures invite sarcasm. Others almost require it. Nevertheless, the fact is that, “Many a truth is said in jest.” The risk is great that sarcasm will be received as an insult and can reduce loyalty, self-esteem, team spirit and ultimately, productivity. Unfortunately, a sarcastic culture will often promote negative discussions about customers. This hostility actually can reduce the quality of customer service. If you really want to continue sarcastic interaction, it’s a good idea to ask everyone involved how they react to it.
Tip: Make sure sarcasm is welcome.
Danger Zone: Internal junk E-mail
One of the most aggravating ways to waste time is to read irrelevant E-mail from other people in your firm. It’s more annoying than spam from strangers because there is a certain responsibility to read e-mail from your co-workers. People should refrain from sending jokes, gossip or any other non-work-related information unless invited to do so. Even then, it should be clearly labeled.
Tip: Ban (or label) internal junk e-mail.
CONSISTENT
Quality communication is not intermittent. It is woven into the fabric of a firm. It is the normal mode of communication. When clear and constructive communication is consistent, the right information is transmitted to the right people on a timely basis.
Danger Zone: Ignoring poor communication
To improve communication, people need to know that it is acceptable to point out and discuss weak communication. This is particularly difficult when someone with seniority is the offender. The solution begins at the top. Top management must announce a willingness to be reminded of their communication errors. Then, everyone needs to learn how to initiate the dialogue. One way to bring up the subject is to ask for permission. One could ask, “May I bring up a communication issue?” If the importance of quality communication is properly installed in the culture of a firm, most weak communicators will be interested in learning how to improve.
Tip: Encourage discussions about communication.
Danger Zone: Exclusion
We’ve all suffered in situations in which someone was left out of the loop. Consider the manager who discovers a problem and fixes it but fails to tell the partner. Then, the partner sees the client unexpectedly and is surprised to learn about the incident when she hears it from the client. The solution is to create a list of people who should consistently be updated about a project. Place that list on the cover of the file. Make it a habit to review the list every time an entry is made in the file to determine who should stay in the loop.
Tip: Create “Loop Lists.”
Danger Zone: Inconsistent Structure
Internal memos and e-mail should be crafted for quick review. If everyone learns how to be consistent in the format, the process becomes more productive. A reasonable structure is to format e-mail and hard-copy memos with consistent categories such as: subject; impact; recommended action. Details should be listed in order of importance.
Tip: Teach consistent E-mail and memo structure.
CONCLUSION
Everyone benefits from quality communication. Even though learning how to communicate effectively may take some time, the end result will dramatically increase productivity. And, since technology has increased the quantity of communication, the quality becomes all the more important. Hopefully, the tips in this article will help create a quality communication consciousness in your firm.
If you really want to improve communication, make a commitment to it. Create a culture that supports communication. Teach communication skills. Try to help everyone recognize danger zones. Let people know that it is appropriate to discuss danger zones and spend time talking about how to avoid them. Compliment quality communication. Compensate for quality communication. And then, enjoy the productivity.
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“Bob Kohn at Kohn Communications is a marketing and time-management Guru. Bob is patient yet persistent, and he knows how to inform and lead busy attorneys as they refine their marketing strategies.
The experts at Kohn Communications make strategic and worthwhile connections, and that is invaluable. In fact, after I attended one of Bob’s presentations, he arranged for me to participate in one of his attorney networking meetings, and in one week I have already received a client referral and I have made several strategic contacts with other attorneys who are great referral resources for me.
I’m a busy family law attorney, but it is clear to me that time spent with Bob and his staff is worthwhile.”
“Our firm hired Larry Kohn to work with one of our most promising young attorneys on his personal productivity years ago. They attorney had come from the public sector and was transitioning into private practice with us. The stakes were high, as the attorney was and is a tremendous talent in one of our core practice areas. Not only did we see improvement in productivity in the near term, but the attorney asked to continue working with Larry on a go-forward basis. Some habits are hard to break, but fast-forward to today and I can tell you that we have seen light years of improvement from this attorney —- as I write this he is having his best year with the firm thus far.”
“Larry Kohn is a wizard at discerning, distilling and defining the essence of issues and situations; clarifying your key objectives; and coaching you forward to assure that you achieve your objectives.”
“Larry is the quintessential productivity guru. I have become a more productive attorney and person over the 20+ years that I have worked with Larry.”
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“Larry has been an indispensable resource to me for the past 17 years. He has provided advice to me across all aspects of my professional life with a collegial, direct, common sense approach. I’m far more productive as a result of my relationship with Larry, and more sane too! Larry adds value each and every time we talk. He’s the most organized person I know, and he has passed along his methods for prioritizing what’s important. I have adopted with great success his recommendations to schedule my “personal thinking time”, utilize shared online task lists, clarify my priorities to my team and delegate to them as much as possible. His philosophies of asking my associates “What’s next?” and encouraging my associates to ask me, “What can I take off your plate?” have meaningfully improved our group’s productivity. I often describe Larry as the professional wind beneath my wings!”
“Dear Larry — I’m grateful for all of your advice regarding my personal productivity. As an entrepreneur, there are all sorts of demands on my time, and your specific, detailed advice has helped me identify the highest-value tasks. This, in turn, has helped me not only in terms of marketing, but in terms of client service, the management of my firm, and my personal stress levels. Your guidance has been transformative. Thanks again for all your help. Best regards – Marty Dakessian”
“Kohn Communications has been working with me for over seven years now, and I was meeting with Larry to try to make partner at my law firm. One obstacle was not having enough time to do marketing because of all of the work on my desk, and managing to get through it. Larry got to the root (or roots) of my problems. We set up a system for delegation that involved a task manager. Not only do I still use the task manager 5 years later, so does the rest of my firm and it is an integral part of delegation. Larry also has coached me into setting up systems to allow for faster and more productive feedback with associates. Of course, all of these techniques take time and effort, but they have worked very well. It has freed up more time in my day to work on marketing and business development, which are fundamental to my role as a partner.”
“Larry Kohn has TRANSFORMED my life and my law practice. We started our relationship with the goal of improving my marketing efforts. We soon discovered that it is difficult to focus on marketing when my practice is not operating properly. With that realization, Larry taught me strategies to better manage my communications with my clients and staff, maintain better records, be more systematic with task management and monitoring, and have an overall better work/life balance. Since then, I’ve found that there are fewer mistakes, better efficiency, and I have less stress because my mind isn’t as preoccupied with what we might be neglecting or forgetting. Now I have more bandwidth and energy to pursue the marketing techniques that Larry is teaching me. More importantly, we are better equipped to efficiently manage the increased workload generated by my marketing efforts.”
“Over the many years that I have worked with Larry, he has provided numerous tools for business development, time management and career navigation. He has also shared techniques for managing people and maximizing my personal and financial rewards. Larry provided reminders until they eventually became habits. Just one example is that he has always said that if I am overwhelmed, it means that I‘m not delegating enough. He said, “Every time you are overwhelmed, ask yourself, “What am I doing that can be delegated?”” Over the years, I was able to develop an instinctive reaction and take action. I not only use his myriad reminders for myself, but I share this advice with others, magnifying his impact within the banking and legal community.”
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“Bob Kohn at Kohn Communications is a marketing and time-management Guru. Bob is patient yet persistent, and he knows how to inform and lead busy attorneys as they refine their marketing strategies.
The experts at Kohn Communications make strategic and worthwhile connections, and that is invaluable. In fact, after I attended one of Bob’s presentations, he arranged for me to participate in one of his attorney networking meetings, and in one week I have already received a client referral and I have made several strategic contacts with other attorneys who are great referral resources for me.
I’m a busy family law attorney, but it is clear to me that time spent with Bob and his staff is worthwhile.”
“When I was approached to participate in a virtual Lawyer Mixer, moderated by Larry, I was skeptical. It was a novel concept, but I could not imagine that a zoom meeting of numerous lawyers could be informative, enjoyable, productive and/or beneficial to my practice. I was wrong. It was all those things, and more. A few weeks ago, I attended a Lawyer Mixer, as one of the co-hosts. Not only did I have the opportunity to explain to the group what I do for a living – and what I enjoy about my practice – but I learned so much about various practice areas ad feel like I have a new group of colleagues. Of course, I was responsible for the follow up and have had a number of subsequent conversations with other lawyer participants, which ultimately achieved my goal of branching out my network of people who will refer me cases and to whom I can refer. I would not hesitate to participate in a Lawyer Mixer again.”
“It has been a long time since I have participated in networking events (Zoom or in person). Larry was very confident and outgoing which put me at ease. It was a great way to get back into connecting with my colleagues on a personal level.”
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I was a bit skeptical to participate in a lawyer mixer via Zoom. However, I was pleasantly surprised! As always, Larry Kohn facilitated a terrific online event, which enabled me to engage in meaningful discussions with lawyers from different specialties who will be valuable future connections. I would not hesitate to participate in one of Larry’s mixers in the future.”
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“I attended a Kohn Communications mixer. I appreciate how much planning they put into it. And, the mixer itself was enjoyable. The host guided the Zoom mixer so that everyone was engaged. It was fast-paced and very productive. Following the mixer, they provided everyone with a roster of those in attendance (inviting only those who opted in to be a part of the roster). I found the mixer to be a good use of time in a world where demands on time are high.”
“The online lawyer mixer is the most efficient way to meet qualified attorneys and potential referral sources. Larry keeps the dialog moving at the right pace, and business development is at the forefront of every dialog. I’ve met some wonderful people, and am always grateful to Larry for hosting such a wonderful event. Thank you Larry.”
“I’ve really enjoyed the lawyer mixers. Having my own firm since the early 2000s, I’ve found that we get most of our cases from other lawyers. Kohn Communications understands the value of lawyer-to-lawyer contacts, and its mixers create excellent referral opportunities. Keep up the good work, Larry!”
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“We’ve used the Kohn Communications surveys several times now with strong results. We’re getting more business from our clients and great referrals.”
“I was extremely pleased with your performance conducting our client satisfaction surveys. Your attention to detail and overall approach to completing this very important project was recognized throughout the Marketing Committee. We found the information revealed to be incredibly valuable and your assessments a necessary component of increasing our level of service. This project would not have been such a success without your diligence in making sure we were on track.
When compared to other communications firms in the industry, Kohn Communications proved to be an exceptional value both in price and quality. Thank you for your outstanding work on this project.”
“I very much appreciate your work on the client satisfaction surveys. I am pleased that our clients were surprisingly candid. Some of the comments were revealing of issues that I was unaware of, while others ratified my opinions (both good and bad). Your assessments were also valuable, and I intend to follow-up on them.
I intend to share the surveys with my partners because I think we should all learn from them. At the same time, I will be recommending your services. I think that the surveys are worth the cost.”
“The results of the client satisfaction survey have been very enlightening and profitable. I was quite surprised at my client’s responses in the survey. The recurring complaint from my clients was that I did not understand their current business needs. Wow, how did that happen? I have always thought my greatest skill was my understanding of the client’s needs. I even touted that skill in my marketing materials. Now my clients are telling me just the opposite… very enlightening.
When I start working with a new client I make sure that I fully understand their needs. Then, as time goes by, unless I hear otherwise, I assume that everything is going well and that they are very happy with the service. I have not taken the time to ask them if their needs had changed and if they are happy with the service.
The client satisfaction survey has been extremely valuable to me. It seems that the clients are capable of quickly reducing the services to minimize the fees but they are much slower at asking for more service. In the survey process my clients were able to candidly explain what they want and are not getting from me. So now all I have to do is meet with my clients and redefine the service. The survey has streamlined the process of expanding the service to my existing client base. It has been very profitable.
Thank you Larry, the client satisfaction survey service has been very helpful to me.”
“I attended a tremendously inspirational, motivational and productive series of 4 weekly 30-minute business development seminars via phone and slides with Bob Kohn at Kohn Communications, that have kickstarted my marketing practice. The seminar covered essential tools and techniques to keep business development top of mind, to widen my target audience, to develop words that sell my services, and to organize the many leads using their wonderful BizDevCoach app. For someone busy who is always juggling time, my favorite take away was to take 5 minutes to do SOMETHING every day – I have a sticker on my keyboard that says “5 min BizDev” and have done something every day to make an outreach, follow up on a lead or work on a project involving my target audience. This program was filled with simple, practical and powerful steps one can take to build their practice, bolstered with wisdom, support and encouragement. I highly recommend it!”
“Lawrence “Larry” Kohn is a dynamic and engaging presenter on management and leadership. His recent facilitation of the third segment of ALA Capital Chapter Leadership Series was motivating for all in attendance. Larry’s influence to draw the audience into a thought-provoking discussion which was focused on “how to get a seat at the table” left them wanting more. Larry shared some tips and tricks on how to influence the decision makers; develop an innovative proposal that will grab any key stakeholders’ attention; and an implementation strategy. More importantly, I walked away with the following steps to better my chance once I got a seat at the table: (1) communicate the benefits (values); (2) anticipate the obstacle; and (3) manage through the safety and fear syndrome. These steps have been working like a charm.”
“Larry’s presentation at our ALA Chicago Chapter on improving communication in a law firm got rave reviews! Larry did a wonderful job of sharing information, keeping it interactive and giving great takeaways that could be applicable when I headed back to my office. Thanks for the knowledge!”
“I thoroughly enjoyed your presentation on Recession Rainmaking today at the Philadelphia Chapter luncheon. In this tough economy, it has become even more imperative that our attorneys understand and implement business development strategies. With your practical approach and proven techniques, it makes it easy for us as administrators to support the attorneys in their efforts to create income now and in the future. I would highly recommend this session to attorneys, administrators and everyone on the legal management team.”
“If Academy Awards were given for presenters, Dr. Jill Kohn would be a perennial nominee. She captivated our membership with her well-researched, thought-provoking presentation on The Dysfunctional Office, which also branched into corporate communications, conflict resolution and rules of engagement for achieving cordial office behavior… Jill Kohn’s well-paced delivery, peppered with insight, humor and spot-on graphics was a big hit with our group.”
“I had the pleasure of first hearing Larry Kohn at a 2005 ALA National Conference in San Francisco. I felt that his “selling with honor” approach to marketing would resonate with our firm’s attorneys, so I immediately booked Larry for our firm retreat. As predicted, his active and entertaining presentation was well received. So much so, most of our attorneys signed up for his mentoring program. The following year I suggested Larry as a dinner speaker for our annual ALA Oregon Partner Dinner event. The ALA Oregon board felt that Larry’s message should not be limited to partners, so we added a half day seminar, which was open to firm administrators, marketing professionals, and attorneys. Both events were well attended and once again, Larry’s message and delivery style made for a fun and informative event.”
“I am pleased to say that representatives from Kohn Communications have been speaking at the State Bar of California Annual Meeting since 1986. All of their presentations have been well attended, informative, and motivational. The speakers have been organized and very professional in their conduct. They consistently received top evaluations. I have nothing but good things to say about Kohn Communications. My 15+ years working with Kohn Communications has proven their loyalty and commitment to the State Bar and the attorneys in California.”
“I found your presentation style and content to be entertaining while maintaining the professional demeanor required by our legal community. I received numerous program evaluations and several follow-up communications from our members who attended your presentation who indicated that they were glad they had found the time in their busy day to attend your program.”
“We were very impressed with your professionalism. The program you created was informative and motivational and received outstanding reviews.”
“It was obviously a timely topic considering that we enjoyed five times the number of people attending than I expected! It is unusual for us to get over 100 attendees at our lunch meetings. More importantly, those who I spoke to after the presentation felt you were interesting, informative, and gave practical information on getting new clients.”
“Your presentation was insightful, and the comments we have received have been very positive. Your program was the best attended event in the chapter’s history, we were literally sold out.”
“I would like to thank you for speaking at my Computer Law class at Southwestern University Law School. Many of the students told me after class that your presentation was one of the most important things they learned in law school.”
“The students in the class really enjoyed and benefited from your presentation. You clearly demonstrated your expertise in this area, and your teaching style was energetic and captivating. In fact, I am pleased to tell you that on their evaluations, they gave you the highest possible scores.”
“Your presentation was most informative, interesting and apparently quite well received. Many people came up to me at the end of the meeting, telling me how much they enjoyed and learned from the presentation.”
“I know you gave those fortunate enough to hear you something unique to think about. It’s always nice to hear someone who is a pro and really excited about their subject. You are.”
“Your creativity and interaction made the meeting a useful seminar.”
“Thank you for mesmerizing our members at our September meeting! Many members took extensive notes during your speech, and you are the first speaker to have ever been asked for an encore!”
“Thank you again for making this our most successful event for the Business Resources Committee to date.”
“It was a most valuable presentation and we received a lot of positive feedback. You facilitated a wonderful session which gave our Board members a safe place to share their feelings and discuss ways in which we can begin to confront our fears and get beyond the obstacles.”
“I can’t thank you enough for the wonderful job you did the other evening at our communications seminar. I know from the many compliments I received after the program that your presentation was extremely well received and timely.”
“Bob Kohn at Kohn Communications is a marketing and time-management Guru. Bob is patient yet persistent, and he knows how to inform and lead busy attorneys as they refine their marketing strategies.
The experts at Kohn Communications make strategic and worthwhile connections, and that is invaluable. In fact, after I attended one of Bob’s presentations, he arranged for me to participate in one of his attorney networking meetings, and in one week I have already received a client referral and I have made several strategic contacts with other attorneys who are great referral resources for me.
I’m a busy family law attorney, but it is clear to me that time spent with Bob and his staff is worthwhile.”
“I have been working with Bob since I was an associate. Early in my career he helped me to develop a business development plan that was clear and concise. Over the years I refined the plan through practice and regular meetings with Bob. I have now been promoted to Principal and I believe that Bob played a role in that by helping me demonstrate a commitment to business development to my firm through the years.”
“Larry did a phenomenal job helping focus our marketing efforts. He is knowledgeable and insightful; a true asset. Larry provides real-world useful guidance that makes an impact almost immediately. Happy to recommend Larry and Kohn Communications to my friends and colleagues.”
“I’ve been working with Bob for years about marketing concepts that have been resonating with me since we first starting talking about them, and now most of these concepts are just second nature. It’s amazing how ingrained they become and how easy they are to implement after a while.”
“Larry has been a great resource for me. He helped me look at marketing in a whole new way, and saved me a ton of time by explaining what works and what doesn’t, and why. He also is very savvy about the proper management of internal firm dynamics. Thanks to his good advice, I have vastly improved my marketing portfolio and created many new opportunities for myself. Regardless of where you are in thinking about marketing yourself, Larry can help you.”
“I worked with Larry for about three years to further my business development efforts. I couldn’t be happier. I was always fairly good about marketing and had a number of successes before working with Larry, but I never had a formal strategy. Larry helped me develop a systematic approach to business development that fit well with my practice and my personality, and he held me accountable for executing on that strategy. Larry gradually pushed me out of my comfort zone, which opened up new avenues to identify and engage with prospective clients. As a result, my book of business has over doubled in the time we worked together. I use the tools Larry taught me on a daily basis and they have positioned me well to continue growing my practice for the rest of my career.”
“Thank you for the time, effort, and advice you have given me over the past ten years as my business development coach. When I think about the practical tips you have shared with me and why they work, I begin to laugh because they are so logical and true, but I could not see them without your guidance. The results speak for themselves. But more than anything else, your passion for helping lawyers like me is what really sets you apart from the crowd. Not only are you the best coach around, but I will always consider you my friend.”
“Kohn Communications is the best! I have worked with a dozen Coaches over the last several decades of my practice. Larry is the real deal. His advice started making a difference immediately. Even though the pandemic has decimated my area of law, the phones continue to ring & using his protocol & following his guidance, I see my practice beginning to grow. Give him a shot. You won’t be disappointed.”
“Bob continues to be an invaluable resource in growing my practice and our firm’s office in the Bay Area. Due in part to his coaching, I have seen my new client portfolio nearly double in the last two years. Bob offers pragmatic advice and is strategic in helping his clients develop successful habits to identify and pursue new business targets. His deep knowledge of the legal industry is obvious and overall, he’s just a pleasure to work with.”
“BizDevCoach is a unique and effective tool for business development planning and implementation. By combining a tutorial with an interactive dashboard design, it teaches and it motivates. The Kohn brothers were pioneers in the early years of legal marketing and with this web app, they continue to be on the cutting edge.”
“I just thought I’d take a moment and drop you a quick email to say thank you for all the invaluable assistance you have given me over the years with my professional client development efforts. Your specific client development suggestions are often excellent. But what I have benefited from most is the accountability our monthly sessions provide and the new habits you have taught me. There was a time when I could easily convince myself that I was too busy to devote any time, effort and energy to client development planning and activities. Thanks to you I now know that even during my craziest months I can always find time to at least mentally assess where I am with my current client targets and where I would like to go as soon as my schedule calms down and more time is available.”
“You have made me a far better law partner and far better business developer. I greatly appreciate your help and look forward to continuing to work with you.”
“I have learned all I know about building a community with clients from Kohn Communications. I endorse them to any professional for coaching on building and improving business.”
“Larry is a thought leader in business using his expertise to support others in their businesses. I have had the great pleasure of working with several coaches and consultants in the past, all with certain specialties, but Larry is the one who brings the most comprehensive and efficient approach to the table when it comes to growing my law practice. ”
“From day one Bob lays out a plan, and keeps you to task. Bob offers small, achievable steps to get you moving in the right direction. I felt at ease in talking with Bob, as he has a personal demeanor and provides a reasonable and intuitive approach to business development. The suggestions and advice Bob provides seem like common knowledge, but are actually very insightful and helpful. I would highly recommend utilizing Bob’s skill set to anybody looking to better market themselves.”
“Larry’s advice and counsel helped jump start my business originations shortly after the birth of my son when I feared that there would be little chance I could handle the responsibilities of motherhood, partnership and rainmaking all at the same time. Larry understands the working mom/private practice partner gig and helped focus the limited time I could spare for marketing into tangible results. Years later, when it looked like changing firms was the right business decision, I had options because of my established client base. Larry’s commitment to my success went way beyond what you would expect from a “marketing coach” and I am personally indebted to him for his help over the last several years.”
“Larry, It has been a 20 plus year privilege to know you. What’s more, I also cannot repeat often enough how much your counsel and programs have been a material part of any success we may enjoy. From even before we began, starting with the program that I attended where you spoke, you have been the single most important part of the marketing agenda which has helped us grow and become one of the rare firms in our industry that has transitioned from a practice to a business. Thank you so much for all you’ve done for us over the years.”
“Having founded my firm at age 26 and help build it over 32 years to 260 people, I thought I knew legal marketing and sales. Was I wrong! Larry Kohn and his team are helping me go to the next level of effectiveness. I have already seen great results with only 6 months of coaching and believe I have just scratched the surface of their improvement training. I recommend Kohn Communications without qualification.”
“Dear Larry, I am out speaking on panels and taking advantage of the marketing opportunities I am seeing. I firmly believe that without your patience and guidance this would not have happened. You performed a miracle with me. I remain eternally grateful. Please feel free to use me as a reference. Laura Glynn”
“I’ve got, literally, 2 shelves full of business books focusing on the law firm and how to generate business – and by far – the most on point publication is Selling in your Comfort Zone By Larry and Robert Kohn. I liberally use the information from the book to help my attorneys develop into better rainmakers on a regular basis.”
“Our firm has benefited tremendously from the programs, resources and guidance offered by Larry and his firm. They have helped us individually and collectively to improve our marketing practices and outcomes and to strengthen our mentoring program.”
“Thanks again for your Rainmaker Workshop program. I have used it for ten years now, and it works just as well today as did when I started. But with ten years practice, I am better at applying your techniques. I could not recommend a product more highly. Kudos for a job very well done!”
“I want to thank you for the assistance you have provided. Your consulting provides not only great ideas, but also a system that really helps me implement my rainmaking activities. I highly recommend your service.”
“Larry can help teach the most awkward professional to improve their marketing skills – even attorneys! And he’s a nice guy, too.”
“Years ago I attended a seminar Bob Kohn gave, and it was a watershed moment. His perspective and suggestions helped me see the practice of law in a completely different light. I have worked with him for years since then, and he has helped me focus on identifying, delivering, and communicating value to existing and potential clients which has greatly helped develop my book of business.”
“Six or so months ago Bob Kohn spoke at our firm about marketing professional services. He was by far and away the best speaker I have ever heard on the topic in 25 years as an attorney. Bob offers an exceptionally useful service that some of our attorneys have been using already for a very modest fee. Essentially Bob schedules one 15-minute phone call per month to help keep an attorney’s business development efforts moving and to assist in tracking and identifying opportunities. He is a delight to work with and even if you think you know everything already he can help you.”
“Jeff is an extremely effective marketing coach. He really helped me focus on the critical elements of marketing and how to effectively set aside and use my marketing time. One of my biggest obstacles to effective marketing was that it felt like a chore and I never felt that I had sufficient time to market. Jeff helped me realize that marketing could be done effectively without being a chore and with a minimal time commitment.”
“It has been a privilege to work with you over the past eight years. I have found you to be highly professional in your approach and your professionalism has helped make me more professional.”
“You have provided me and my partners with many practical marketing tips that really work. The new business originations at our firm have quadrupled during the eight years we have used your services and my personal results have increased by an even greater magnitude. Your consultations were a significant factor in our achievements.”
“I would not hesitate to recommend your services to any professional interested in being more successful at developing business.”
“As the Chair of Howrey’s award-winning Training and Professional Development Committee, I can wholeheartedly recommend Kohn Communications. We have retained them to assist us in a number of different ways: coaching our partners on selling and marketing skills; helping to develop our associates’ nascent business development skills; and, teaching our supervising partners how to become better coaches themselves in dealing with our associates. What I like the most about Kohn Communications is their ability to focus on teaching specific, tangible actions to improve rather than getting our lawyers lost in a thicket of amorphous marketing jargon.”
“The evaluations that I received from other partners and associates confirmed my impression that Larry was an excellent facilitator and of benefit to the firm. Mr. Kohn’s firm also works individually with some of our young lawyers on their marketing skills and we have seen good progress with those lawyers.”
“The exercise has been a tremendous spring board for our firm marketing efforts.”
“The coaching from Kohn Communications helps us create individualized business development plans that fit our busy schedules. The coaches help us take meaningful action with prospects and turn them into clients. We all know that we need to develop more business. The Kohn coaches provide the tactics and the motivation we need to ensure it gets done.”
“My monthly marketing meetings with Bob Kohn are invaluable to my practice. They help me stay organized, focused and motivated, and I’ve been able to expand my practice because of them.”
“I would highly recommend Jeff Miiller at Kohn Communications to anyone looking to enhance the marketing and sales skills that are a key ingredient for success in any business. With Jeff as my personal business coach these last two years, I have attained my goal of opening my own practice and am enjoying the ongoing process of networking and building lasting and mutually beneficial professional relationships that allow my new practice to grow and thrive.”
“Working with Bob helped drive my career to the next level. He guided me in making good, sometimes difficult decisions about where to spend my time and energy. Bob demonstrates deep knowledge and sound judgment about the legal services industry. My time with Bob has been time well spent.”
“Bob Kohn’s coaching has helped me focus and refine my marketing efforts in the field of trademark and copyright law. He has made me more aware of what prospective clients are looking for and on how best to meet their expectations. His creative approach enables me to efficiently and productively communicate my strengths and abilities.”
“I have been amazed at the results we have been able to achieve through our work together in such a short period of time.”
“The primary benefit that I have received is your unique ability to bring marketing and practice management issues into clear focus. This unique quality, coupled with your genuine interest in my practice, have made for a rewarding relationship.”
“Thank you for presenting clear, common sense and action provoking methods for us to market our services. Truly, we have had only positive results; we’re learning that promoting our business can be both productive and fun.”
“As Director of Business Development for this firm, I want to thank you for an outstanding seminar. Your presentation was thoroughly engaging and enjoyable, with the concepts easily implemental.”
“Thank you for assisting our firm in understanding ways to obtain new business. Working with four diverse partners was a difficult task but through your insight and organization you made us put on our ‘thinking caps’. Thank you for all of your excellent ideas.”
“As a result of our working together, my income has increased substantially and I am optimistic about a continuing upward trend. Also, I am excited about the quality of my clients and referral sources. I now find that coming to work each day is a pleasure. I cannot thank you enough for your insights and guidance.”
“I would especially compliment you and your organization on the comprehensive approach to marketing that you have developed for professionals like us… You not only present a framework and a method, but you even offer printed forms to show us what we should be doing, followed by telephone reminders and direct encouragement to do them. If one can’t sharpen his focus and improve his practices with all this help, then he should probably not be in business.”
“After trying many different approaches to get our associates to engage in client development activities, this is the first approach that has actually worked. Our consultations with you have paid for themselves several times over already, and I look forward to continuing the relationship.”
“I wanted to thank you once more for all your help over the last year. I have gone from someone who rarely thought about marketing, never thought about marketing without dismay and hated follow through, to someone who thinks about it, does it and even enjoys a lot of it. You have really opened up my eyes to what marketing can be all about. I cannot thank you enough.”
“Your knowledge of law firm marketing issues and techniques, and your ability to transfer that knowledge through group presentations and interactive workshops, has been a valuable part of our practice development program. Of equal or even greater value has been your one-on-one work with attorneys. In my case, I found that our monthly sessions brought a new sense of focus, commitment and accountability to my individual marketing efforts. Having kept in close touch with the other one-on-one participants, I believe I can say that the same holds true for them.”
“Your approach has generated additional real activity and several of the attorneys are quite amazed by their progress.”
“Your presentation exceeded every expectation I had. Your simple, common sense, systematic approach to business development, as well as your philosophy of the longer term view, is exactly what we needed to hear.”
“I think that many, if not most, of our attorneys are ratcheting up their business development efforts. There has been a recent flurry of marketing activity in the firm – thanks to you.”
“Your enthusiasm, inspiration and good common sense have significantly helped me guide my business development efforts with a good deal of success.”
“I am pleased to say, that our regular monthly meetings provided me with the right stimulus to engage in new activities. Because I knew that we had scheduled a series of meetings, I would force myself to complete the projects which we had discussed such as writing articles and making luncheon appointments with new contacts who I otherwise would have ignored.”
“Because of your counsel we have for the first time been able to develop a focused marketing effort which targets new and existing clients in an organized manner. This has resulted in increased business and we expect the beneficial effects to multiply, as we continue to implement your recommendations.”
“Your approach to marketing is refreshing, and all of us benefited from it. Those of us with whom you worked on an individual basis we have seen a direct increase in enthusiasm, effort and, most importantly, results.”
“A lot of the success I have experienced over the last year and a half was a direct result of your efforts.”
“Your Marketing Skills Workshop was a great help to the people our firm. With your guidance, each person was able to define his or her own marketing goals, and to design a practical, step-by-step approach to business development. It is an excellent program – and we’ve seen the results!”