Working the Wow!

Beyond the Suit: How Matt Dolman Created a Client-Centric Culture

Judd Shaw — Fri, 05 May 2023 03:00:00 -0400

In this episode, host Judd Shaw interviews Matt Dolman, a personal injury lawyer from the Dolman Law Group in Clearwater, Florida. The pair discuss Florida's recent tort reform and its implications on the insurance industry.

Matt shares his connection to personal injury law, highlighting the importance of empathy, connection, and customer service in his practice. He believes word-of-mouth referrals are the most valuable, and maintaining low case volumes enables attorneys and staff to dedicate more time and attention to each client.

The two stress the need to be approachable at work, wearing casual attire and using self-effacing humor to create a comfortable atmosphere. Matt and Judd also discuss the significance of sharing their mistakes and vulnerabilities to connect with clients.

The episode covers fostering a positive work environment, as happy employees are more likely to become "brand evangelists." Team-building exercises and open dialogue are mentioned as essential in creating a strong team environment.

In this episode:

[0:43] Recent tort reform in Florida and its potential impact on the insurance industry.
[01:28] How his father's injury in a car accident inspired Matt’s decision to pursue a personal injury career.
[05:18] The importance of empathy, connection, and customer service in a successful practice and their influence on client satisfaction.
[11:41] Approachability, dressing casually, and using self-effacing humor can help put clients and prospects at ease.
[14:04] Being open about personal mistakes and vulnerabilities helps to connect with clients.
[17:23] Creating a positive and happy workplace for employees is important, as they’re more likely to treat your clients well, remain with the firm, and become "brand evangelists."
[19:43] The importance of team-building exercises and encouraging open communication to create a strong team environment.
[22:26] Sterling the Knight and the mission of instilling empathy in children for a better future.

🎙️ Meet Your Host 🎙️

Name: Judd B. Shaw

Company: Judd Shaw Injury Law

Connect: LinkedIn | Email

🎙️ Featured Guest 🎙️

Name: Matt Dolman

Company: Dolman Law Group

Connect: LinkedIn | Email

🔑 Relevant Resources 🔑

This podcast is designed for general information purposes only. Nothing on this podcast should be taken as legal advice for an individual case or situation. This information is not intended to create, and viewing does not constitute, an attorney-client relationship. No aspect of this advertisement has been approved by the Supreme Court. Any results set forth herein are based upon the facts of that particular case and do not represent a promise or guarantee. Those with legal questions should seek the advice of an attorney.

From Big Law to Building Dreams: Ben Gideon's Journey to a Value-Driven Law Firm

Judd Shaw — Tue, 18 Apr 2023 03:00:00 -0400

Running a law firm is vastly different from being employed by one. But what exactly does it take to build your own law firm from the ground up? How can aspiring founders gain the skills needed to succeed?

After 20 years of laboring away at large, successful, law firms, Ben Gideon knew the natural next step for his career was to build a law firm of his own. Just one small problem... Law school doesn’t teach you how to start a law firm. That education is a rocky river that Ben had to learn how to navigate on his own.

Luckily among the many lessons Ben shares with us is finding someone to grow with you. One When Ben met his partner, Taylor Asen, he knew that their combination of skills and knowledge could build an extraordinary business.

As the team pushed forward, they had to get down in the trenches and figure out how everything works. In doing so, Ben realized just how important the small things were. While developing their operations manual, Ben ensured value-focused operations in every detail — right down to how someone answers the phone. When you pay attention to the little things, your customers and clients will take notice.

Thanks to professionals like Ben who forged ahead on their own, lawyers starting their firms don’t have to. As Ben’s final piece of advice, he leaves us with“A rising tide lifts all boats, and when we share tips and tricks with fellow lawyers, we’re all better off for it.”

Listen to this episode of Working The Wow Podcast with Judd Shaw featuring Ben Gideon, Attorney and Partner at Gideon Asen. Ben talks about the value of smaller law firms, his strategies for building a firm from the ground up, and his podcast that blends trial law with personal growth. Additionally, Ben discusses the influential people in his life and how his team champions their clients.

In this episode:

[0:35] Judd Shaw welcomes his guest, Ben Gideon
[1:01] Ben shares the details of his podcast, Elawvate
[3:09] Ben talks about the accomplishments of his wife, Sara, and what it was like being the first husband in politics
[5:04] Why did Ben leave a large law firm to start his own?
[10:36] Ben explains why the small details matter
[14:45] How does Gideon Asen hold up their “champion” attitude?
[19:09] Ben discusses how he met Taylor Asen and started the firm
[22:26] Why it’s important for lawyers to share tips with each other and give back to the community
[26:35] How Ben was influenced by his parents
[30:34] Developing a code of conduct within Gideon Asen
[35:07] Ben talks about what it’s like running a law firm
[37:54] What Ben loves about Maine — and the challenges since Covid

🎙️ Meet Your Host 🎙️

Name: Judd B. Shaw

What he does: Judd founded Judd Shaw Injury Law (JSIL) and serves as the firm’s Brand Chief. He founded the firm on the premise that clients come first. Over the years, the success he attained for his clients helped JSIL grow significantly. Judd’s clients are not just another number to him or his law firm.

Company: Judd Shaw Injury Law

Words of wisdom: "At Judd Shaw Injury Law, it’s all about high-quality representation and excellence in client service. Our clients are counting on us to win and the stakes are high. Our endless pursuit for awesomeness through our core values, the ability to WOW our clients, is in our DNA."

Connect: LinkedIn | Email

🎙️ Featured Guest 🎙️

Name: Ben Gideon

Short Bio: Ben is an Attorney and Partner at Gideon Asen, a personal injury and medical malpractice firm in Portland and Bangor, Maine. Ben began his law career in private practice at Latham & Watkins in New York City before returning to Maine to join Berman & Simmons, PA, Maine’s largest plaintiff’s law firm. He spent 17 years at Berman & Simmons before founding Gideon Asen. Ben has been named in Best Lawyers in America every year since 2013 and was named “Lawyer of the Year” twice for the state of Maine, among many other accomplishments.

Company: Gideon Asen

Connect: LinkedIn | Email

🔑 Relevant Resources 🔑

The Jersey Shore BlueClaws' Secret to Memorable Experiences

Judd Shaw — Tue, 04 Apr 2023 03:00:00 -0400

In this new episode, discover the unexpected connection between minor league baseball and the hospitality industry. Join Judd Shaw as he speaks with Joe Ricciutti, President and General Manager of the Jersey Shore BlueClaws, about the importance of focusing on small moments to create unforgettable fan experiences.

Dive into the intricate process of mapping the customer journey, from the parking lot to the concession stand, and learn why attention to detail is key. Joe and his team go the extra mile, even ensuring the glass at the ticket counter is spotless. So, why put so much emphasis on these seemingly minor interactions?

When you invest care and attention into each customer touchpoint, people take notice, develop a desire to return, and remember how you made them feel—particularly during those small moments.

Tune in to this episode of Working The Wow with Judd Shaw featuring Joe Ricciutti, as they discuss creating emotional connections with fans, guiding your organization through hardships, and the importance of using small touchpoints to shape the customer experience.

In this episode:

[0:30] Introduction to guest Joe Ricciutti
[01:07] The multigenerational appeal of Jersey Shore BlueClaws games
[03:18] Joe's hospitality background and Minor League Baseball success
[05:24] Crafting emotional connections, 'Wow' moments, and exceptional experiences
[12:05] Breaking down the fan experience into small touchpoints
[18:30] The role of core values in hiring, leadership, and training
[24:04] The significance of recovery in customer service
[29:48] Building a devoted, customer-focused team
[31:25] Leading by example: tips for guiding staff through challenges and creating lasting first impressions

🎙️ Meet Your Host 🎙️

Name: Judd B. Shaw

What he does: Judd founded Judd Shaw Injury Law (JSIL) and serves as the firm’s Brand Chief. He founded the firm on the premise that clients come first. Over the years, the success he attained for his clients helped JSIL grow significantly. Judd’s clients are not just another number to him or his law firm.

Company: Judd Shaw Injury Law

Words of wisdom: "At Judd Shaw Injury Law, it’s all about high-quality representation and excellence in client service. Our clients are counting on us to win and the stakes are high. Our endless pursuit for awesomeness through our core values, the ability to WOW our clients, is in our DNA."

Connect: LinkedIn | Email

🎙️ Featured Guest 🎙️

Name: Joe Ricciutti

Short Bio: Joe Ricciutti is the President and General Manager of the Jersey Shore BlueClaws. He has a history of success leading highly visible organizations in the professional sports, academic, and performing arts industries. He has a passion for bringing excellent experiences to stakeholders, guests, and staff.

Company: Jersey Shore BlueClaws

Connect: LinkedIn

🔑 Relevant Resources 🔑

Jersey Shore BlueClaws on Twitter | Instagram | Facebook | YouTube

Unlock Innovation & Creativity in Your Company with The Magical Dude, Lee Kitchen

Judd Shaw — Tue, 21 Mar 2023 03:00:00 -0400

Creativity is a trait that is often associated strictly with subjects like art or music, something you’re born with. However, creativity is a skill that all aspects of business and innovation utilize and can be taught to every part of your team.

Creativity can be taught, but like a muscle it’s a skill that has to be exercised to grow. When your employees think creatively, you can expect your company to be ahead of the competition, for problems to have working solutions, and for employees to be bought into your brand. When your team’s creativity is stifled, innovation and morale suffer.

Some of the biggest lessons that today’s guest has learned while developing some of the strongest marketing campaigns and some of the most memorable visitor experiences at the ‘happiest place on Earth’ is the creativity of your team.

Listen to this episode of Working The Wow with Judd Shaw featuring Lee Kitchen, a.k.a. The “Magical Dude” five star innovation, catalyst, culture change agent, design thinker, trainer explains the process of training your team to think creatively, utilizing design thinking to lead you to innovation, and more!

In this episode:

[00:47] Judd Shaw welcomes his guest, Lee Kitchen “The Magical Dude.’
[01:30] Lee elaborates on what makes a Creative and Innovation Catalyst
[03:19] Lee’s favorite problem solving story at the Walt Disney Parks
[04:36] How do you train a team to think more creatively?
[10:10] Common bottlenecks to creativity and innovation that everyone should be aware of
[14:14] The process of how to measure creativity and innovation to track your success
[23:59] Exercises you can do to help your team approach a problem with more creativity
[30:14] How to contact Lee and learn more about design thinking

🎙️ Meet Your Host 🎙️

Name: Judd B. Shaw

Company: Judd Shaw Injury Law

Connect: LinkedIn

🎙️ Featured Guest 🎙️

Name: Lee Kitchen

Short Bio: Lee Kitchen is a 5-star Innovation Catalyst, Workshop Leader, Culture-Change Agent, Design Thinking Trainer and Seasoned Meeting Facilitator. During his 32 years at The Walt Disney Company, he helped create some of their most impactful marketing campaigns, memorable guest experiences, and real-time operational efficiency changes. Now he serves companies hungry for innovation, internal creativity and fresh thinking.

Company: MagicalDudeConsulting.com

Connect: LinkedIn

🔑 Relevant Resources 🔑

Turning Stress From a Negative Into a Positive With Dr. Deborah Gilboa

Judd Shaw Injury Law — Wed, 14 Dec 2022 03:00:00 -0400

We often see stress as a negative and do everything in our power to get rid of it. We vilify the people who cause us stress, and this puts leaders in a bad spot. Why? Because you cannot lead without using stress as one of your tools.

When your employees become stressed and start feeling loss, distrust, or discomfort, what can you do to curb their fears and help them navigate stress effectively? Resilience expert Dr. G says one of the best things you can do is have empathy, stand to the side, and let the stress reflex happen.

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Deborah Gilboa, aka “Dr. G,” a board-certified family physician and resilience expert. Dr. G explains the three components of stress management, how to build resilience, and why it’s essential for leaders to have empathy when initiating change in the workplace.

In this episode:

[0:36] Judd Shaw welcomes his guest, Deborah Gilboa (aka “Dr. G”)
[2:12] Dr. G explains how she became a physician — and why she began studying stress
[4:31] What is patient resilience?
[6:38] Dr. G shares the steps everyone should take when confronted with stress
[9:26] Why leaders encounter change resistance from employees — and how to work through it
[16:14] The skills that can help you navigate change with intention and purpose
[20:07] The three components of stress management: recognition, interrogation, and remembering that you have choices
[26:00] What mistakes do most leaders make when initiating change?

🎙️ Meet Your Host 🎙️

Name: Judd B. Shaw

Company: Judd Shaw Injury Law

Connect: LinkedIn | Email

🎙️ Featured Guest 🎙️

Name: Deborah Gilboa, MD (aka “Dr. G”)

Short Bio: Deborah, also known as “Dr. G,” is a board-certified family physician and resilience expert who works with families, educators, executives, and businesses to identify the mindset and strategies to turn stress into an advantage. She is a speaker and leading media personality seen regularly on TODAY, Good Morning America, and The Doctors. Dr. G is also featured frequently in the Washington Post, The New York Times, Huffington Post, and other outlets where she teaches others how to be resilient and “do stress better.”

Company: AskDoctorG.com

Connect: LinkedIn

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The Event of the Year: Trial Lawyers University’s 2022 Conference

Judd Shaw Injury Law — Wed, 28 Sep 2022 03:00:00 -0400

Every lawyer should continue learning, improving, and honing their skills. What’s on the calendar to help you level up this year?

Get ready for one of the most anticipated events of 2022: Trial Lawyers University’s Live Vegas 2022 conference.

Dan Ambrose is here to share all of the details, from dates, to speakers, to connection opportunities, with plenty of chances to learn, have fun, and express gratitude to your fellow lawyers.

The TLU event is going to feature six lecture tracks and 24 different breakout rooms with over 50 top-ranked trial lawyers in the nation, including Joseph Fried, Rex Parris, and Brian Panish. This conference allows you to choose your own learning track and soak up everything you can from some of the leading experts in the field.

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Dan Ambrose, Co-founder of Trojan Horse Method. Dan shares everything you need to know about the Trial Lawyers University conference, the exciting events that are taking place at the conference, and why attending events like this is valuable for your law career.

In this episode:

[0:36] Judd Shaw introduces his guest, Dan Ambrose
[0:50] Dan talks about the big Trial Lawyers University event coming up in October
[3:15] How Trial Lawyers University fosters community, joy, and gratitude
[6:04] The three legs to a conference: learning, Having fun, and networking
[7:49] Dan shares the details of the Trial Lawyers University conference
[11:30] The work that Dan put into this upcoming conference

🎙️ Featured Guest 🎙️

Name: Dan Ambrose

Short Bio: Dan is the Co-founder of Trojan Horse Method. He started out as a criminal defense lawyer in Detroit, Michigan, attending programs such as the National Criminal Defense College, Western Trial Advocacy Institute, and Gerry Spence’s Trial Lawyer’s College. Through 20 years of practice, Dan developed a unique method to help trial lawyers master their skills. With the Trojan Horse workshops, Dan helps lawyers hone both their trial skills and technical skills in a small group setting.

Company: Trojan Horse Method — Trial Lawyers University

Connect: LinkedIn

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It Takes a Village: How Community Can Help You Achieve Your Loftiest Goals

Judd Shaw Injury Law — Wed, 21 Sep 2022 03:00:00 -0400

Allen Tittle loves serving his community — both inside and outside of the courtroom. He grew up in Ohio, went to law school in Ohio, and now serves the people of Ohio, both as an attorney and as a passionate volunteer.

Allen says “there’s no better feeling” than being able to positively impact the lives of people you grew up with. But why is community so important for Allen, and why should it be one of your core principles as a law firm?

Let’s start with the community inside your firm — your employees. When you invest in the people on your team, you’re building a strong culture and helping your firm (and your people) grow.

What about your greater community? Of course, giving back to your community helps build your firm’s image and reputation — but that shouldn’t be the main reason for your service. Partnering with local organizations can help you build empathy and connect with those around you.

One of the charities that Allen and his firm work with is called HansonHouse, which helps care for people with traumatic brain injuries…an area that hits close to home for a personal injury law firm. Through this work, Allen and his team are able to uplift people in their neighborhood. After all, it takes a village to create a strong community.

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Allen Tittle, Founding Partner of Tittle & Perlmuter. Allen talks about how his firm is rooted in community, why giving back is so important, and his tips for creating a culture of growth and constant improvement.

In this episode:

[0:37] Judd Shaw introduces his guest, Allen Tittle
[1:43] Allen talks about why he loves serving in Ohio
[4:22] How Allen gives back to his community — and how he started his law firm
[7:24] Allen explains their process for developing a culture of success
[12:05] Why it’s important to invest in your employees
[12:57] Allen discusses his passion for medical malpractice cases
[15:03] Allen and Judd talk about the difference between empathy and sympathy and the importance of mindset shifts
[18:42] What’s next for Tittle & Perlmuter?

🎙️ Featured Guest 🎙️

Name: Allen Tittle

Short Bio: Allen is the Founding Partner of Tittle & Perlmuter, a Cleveland-based law firm that focuses on personal injury, medical malpractice, nursing home neglect, and wage litigation. His passion for personal injury law stems from a deeply rooted belief in justice, and his work has led to many honors and recognitions. Allen has been named to Super Lawyers’ Rising Stars list for six consecutive years and The National Trial Lawyers’ 40 under 40 list, among many other accomplishments.

Company: Tittle & Perlmuter

Connect: LinkedIn

🔑 Relevant Resources 🔑

Achieving Your Big, Hairy, Audacious Goal with Jennifer Gore-Cuthbert

Judd Shaw Injury Law — Wed, 14 Sep 2022 03:00:00 -0400

Jennifer Gore has always been on a mission to improve in everything she does. Whether it’s parenting, mentoring, or running her law firm, Jennifer strives to be the best that she can be.

Early in her career, Jennifer was working as a paralegal while attending night school, eventually becoming the student body president. And her success didn’t stop there. She went on to found her own law firm, earning titles such as “Legal Elite in Personal Injury Law” and “Top 40 Under 40 Civil Plaintiff Lawyer.” But how did Jennifer thrive all throughout her career?

The truth is, you don’t need to be student body president or found your own firm to feel accomplished. Whatever your big, hairy, audacious goals are, Jennifer has a few tips to achieve them.

As someone with a futuristic perspective, Jennifer knows just how powerful vision boards are. She creates digital vision boards with her biggest goals and uses them as her computer background. Why does she do this? Jennifer says that your subconscious mind is looking at your computer background every single day. And when you’re looking at your vision board every single day, you’re training your mind on what to expect in life.

By creating vision boards, Jennifer is able to map out her most revolutionary goals and train her mind to work towards them. And Jennifer isn’t the only one who’s seen success. After teaching others how to create vision boards, Jennifer has witnessed how vision boards truly work in others’ lives as well — no matter how big the goal.

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Jennifer Gore, founding attorney and Owner of Atlanta Personal Injury Law Group – Gore. Jennifer discusses the early days of her career, how her partners and coworkers help ground her, and the benefits of vision boards and law firm visits.

In this episode:

[0:36] Judd Shaw introduces his guest, Jennifer Gore
[1:01] How Jennifer avoids “mom guilt” and creates a great environment for her kids
[6:45] Jennifer and Judd talk about what it’s like running a law firm and being futuristic
[9:43] Jennifer describes how her firm has changed since the pandemic
[12:24] How Jennifer’s accident helps her empathize with clients
[13:18] The do’s and don’ts of vision boards
[16:28] Why Judd visits so many law firms across the country — and why intentionality is key

🎙️ Featured Guest 🎙️

Name: Jennifer Gore - Cuthbert

Short Bio: Jennifer Gore is the founding attorney and Owner of Atlanta Personal Injury Law Group – Gore. Based in Roswell, Georgia, the firm represents victims of vehicle collisions, drunk driving collisions, slip-and-fall incidents, and wrongful death cases. Jennifer has received several prestigious awards and recognitions, including Avvo Top Attorney and The American Institute of Personal Injury Attorneys’ “Rising Star in Personal Injury Law.” In addition to building a successful law practice, Jennifer mentors younger attorneys on topics such as personal injury law and business management.

Company: Atlanta Personal Injury Law Group – Gore

Connect: LinkedIn

🔑 Relevant Resources 🔑

Not Reaching Your Full Potential? Level Up With Professional Mentor Steve Moss

Judd Shaw Injury Law — Wed, 07 Sep 2022 03:00:00 -0400

Steve Moss had two passions throughout his career: one was building brands, and the other was helping build people’s careers. After brand building in his corporate career, Steve decided to start a mentorship organization to give others the tools they need to excel in their professions.

Thus, Executive Springboard was created. But why did Steve choose mentorship over other coaching techniques, and how can you benefit from mentorship?

After lasting 19 months in his corporate job, Steve began researching and found that 50% of executive external hires fail in the first 18 months. When this happens, it’s not only stressful for the executive, but it also costs the company a ton of money.

This is where mentorship can help. Instead of coming from a particular field of study or HR (like many coaches), mentors have likely sat in somebody’s chair and gone through similar difficulties. Mentors can be vulnerable and talk about their failures and what they learned, which in turn helps mentees open up, face their fears, and avoid the same mistakes.

Especially after transitioning to a new role, mentorship is crucial to help someone grow and thrive beyond the 90-day onboarding period. But in addition to helping individuals navigate their careers, mentorship also aids the company as a whole. It boosts retention, helps people get promoted, and creates happier, stronger teams.

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Steve Moss, the Founder and President of Executive Springboard. Steve talks about the differences between mentoring and coaching, why he started Executive Springboard, and the ways in which mentorship can transform a person’s career.

In this episode:

[0:36] Judd Shaw introduces his guest, Steve Moss
[1:14] Steve talks about the difference between mentoring his children and mentoring his grandchild
[3:21] What inspired Steve to start Executive Springboard?
[6:48] The differences between a mentor and a coach
[10:53] When is the right time to provide mentorship?
[16:56] Steve explains how the mentoring process works at Executive Springboard — and what he looks for in a mentor
[19:27] Why servant leadership is so important
[22:40] How Executive Springboard matches mentors and mentees
[26:02] Steve talks about why mentoring is a marathon, not a sprint
[32:05] How mentorship can help serve a company’s mission and purpose

🎙️ Featured Guest 🎙️

Name: Steve Moss

Short Bio: Steve is an Executive Mentor, President, and Founder of Executive Springboard, a network of current and former C-suite executives who mentor leaders to help them excel in new roles. Before Executive Springboard, Steve was the interim CEO for Minnepura Technologies, a Marketing Consultant and President at Moss Re-skilling, and the CMO at Imitation. Steve received his BA from Georgetown University and his MBA from The Wharton School.

Company: Executive Springboard

Connect: LinkedIn | Email

🔑 Relevant Resources 🔑

Daniel Kramer: Want to Boost Your Trial Experience Fast? Don’t be Afraid to Team Up

Judd Shaw Injury Law — Wed, 31 Aug 2022 03:00:00 -0400

It’s easy for younger, inexperienced lawyers to give in to their fear of trial and stay in their zone of safety. But the truth is, if you want to build a reputation, you have to muster up the courage to take risks and prove that you’ll fight for your client.

Following in the footsteps of his grandfather, Daniel Kramer had some big shoes to fill when he became a trial lawyer. During his first trial, Daniel was trying to act like he was an experienced lawyer so that the jurors would take him seriously. But after his cover was blown, Daniel realized that it’s more important to lean into your inexperience and seek support when needed.

Daniel shares the reminder that it’s only your first trial once. So, if you make a mistake, just own up to it and say, “Sorry folks, it’s my first time doing this.” The jury will understand and be that much more supportive — because everyone has to start somewhere.

Fast forward from Daniel’s first trial, and now he has numerous cases (and wins) under his belt. With over a decade of experience, Daniel knows how to overcome the fears of your first trial and become the reputable lawyer you’ve always envisioned. So, what’s Daniel’s advice?

Get comfortable in your own skin and make the courtroom your office. Through focus groups, you can receive feedback to make you a better trial lawyer. Additionally, through mentorship and co-counseling cases, you can enrich your skills and eliminate fears of the courtroom.

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Daniel Kramer of Kramer Trial Lawyers. Daniel shares the stories of his grandfather that inspired him to be courageous, what it was like in the early days of his career, and how he went on to become a renowned trial lawyer.

In this episode:

[0:36] Judd Shaw introduces his guest, Daniel Kramer
[1:06] Daniel shares his grandfather’s story and why Daniel admired him so much
[5:09] What was Daniel’s first trial like, and what made him move away from the defense side?
[8:45] Daniel describes the early days of his plaintiff work and the case that hit home
[11:28] How Daniel continued educating himself on the art of the trial
[14:27] Daniel talks about the great things the American Board of Trial Advocates and the Los Angeles Trial Lawyers’ Charities are doing for the community
[18:46] How has fatherhood impacted Daniel’s work?
[20:41] Daniel’s advice for new lawyers on overcoming the fear of the courtroom

🎙️ Featured Guest 🎙️

Name: Daniel Kramer

Short Bio: Daniel is a trial lawyer who specializes in representing families and individuals involved in catastrophic personal injury and wrongful death matters, as well as employment discrimination and retaliation lawsuits. Among many accomplishments, Daniel has been named a “Top Attorney” in personal injury and employment law by Pasadena Magazine and has been selected as a Super Lawyers “Rising Star.” He also currently serves on the Board of Directors of the Los Angeles Trial Lawyers’ Charities, where he served as President in 2021.

Company: Kramer Trial Lawyers

Connect: dkramer@kramerlaw.com

🔑 Relevant Resources 🔑

Darryl Isaacs: The Hammer's Guide to Branding For Lawyers

Judd Shaw Injury Law — Wed, 24 Aug 2022 03:00:00 -0400

When it comes to running a law firm, there are plenty of tasks you have to balance. But ultimately, your business can’t run without clients. So, in this hyper-competitive injury marketplace, what can you do to connect with potential clients and keep your name on the tip of the community’s tongue? Darryl “The Hammer” Isaacs can answer that question succinctly: branding.

Attorneys want great cases. But in order to attract potential clients and work on great cases, you have to show the public why they should hire you. And according to Darryl Isaacs, you first need to focus on three things: branding, phone number, and website.

To reach a wide range of people, Darryl has over 200 phone numbers. But the trick is to get easy numbers that people can remember. If your phone number has more than three or four different digits, people won’t remember it.

The same goes for your website. Darryl could use his full name or his firm’s name, Isaacs & Issacs, but he often warns against this. Why? Because you wouldn’t believe the number of people who misspell names. And if they’re searching up a misspelling, how are they going to find your firm? Instead of using his name for a website domain, Darryl uses wewin.com, because anyone can spell it (and remember it)!

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Darryl “The Hammer” Isaacs, attorney at Isaacs & Isaacs. Darryl talks about branding and marketing strategies to help you level up your law firm, mistakes that could make you miss out on clients, and an upcoming event in Las Vegas where you can learn all of the marketing methods straight from the experts.

In this episode:

[0:37] Judd Shaw introduces his guest, Darryl Isaacs
[1:39] Where does the name “The Hammer” come from?
[4:40] How a massive car accident changed Darryl’s life
[7:23] Darryl talks about the Brain Trust Legal Group’s upcoming event on law firm marketing and management
[9:24] Marketing 101: where every law firm should start
[10:56] Why your law firm’s phone number is crucial to your marketing technique
[13:52] Common website and email domain mistakes to avoid
[16:45] How Darryl’s son is utilizing his marketing genes
[18:59] How can you sign up for the Brain Trust Legal Group’s event in Las Vegas?

🎙️ Featured Guest 🎙️

Name: Darryl Isaacs

Short Bio: Darryl, also known as “The Hammer,” is an attorney at Isaacs & Isaacs. Established in 1993 by Darryl and his late father, Isaacs & Isaacs is a leading personal injury law firm focused on helping individuals who have suffered devastating injuries and pain caused by auto accidents, truck accidents, and other personal injury incidents. Darryl received his J.D. from the Louis D. Brandeis School of Law at the University of Louisville and holds active membership with the Kentucky Justice Association, American Association of Justice, and the Multi-Million Dollar Advocates Forum.

Company: Isaacs & Isaacs

Connect: LinkedIn | Cell phone: 502-817-1000

🔑 Relevant Resources 🔑

Keith Mitnik: Why Great Trial Lawyers Never Paint by Numbers

Judd Shaw Injury Law — Wed, 17 Aug 2022 03:00:00 -0400

Many defense lawyers are outstanding presenters and quick on their feet, but Keith Mitnik says they’re painting by numbers: they have a set strategy and go-to arguments. But if you can knock them off of their paint-by-number strategy, they’re lost. So how exactly do you counter their tactics?

After practically living in the courtroom, Keith understands the ins and outs of a trial more than the average lawyer. He’s heard all of the same arguments before and knows exactly which slimy (and often overused) tricks the defense counsel will use against him.

Instead of letting the defense counsel’s repetitive arguments win over the jury, Keith figured out a counter method. And this method doesn’t just work for one or two cases — Keith crafted a cohesive system where any lawyer, no matter the level of experience, can make a difference in whatever case they may be facing.

One of Keith’s strategies is the power of analogy. Using analogies in your counter arguments can help the jury better understand the situation by pulling examples from their own life.

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Keith Mitnik, Senior Trial Counsel at Morgan & Morgan. Keith tells all about his lessons from the courtroom, how to counter a paint-by-number defense counsel, and why he wrote two books about his successful methods.

In this episode:

[0:37] Judd Shaw introduces his guest, Keith Mitnik
[1:23] Why football is an integral part of Keith’s life
[2:55] What led Keith to write his first book, Don’t Eat the Bruises?
[7:14] Keith’s thoughts on the “straw man argument” — and what he does to counter it
[9:14] Why analogies work so well in the courtroom
[12:52] Keith shares the story of winning a $6.4 million verdict on a herniated disc case
[14:53] Keith and Judd discuss what an inspiration Matt Morgan is
[17:43] Keith talks about his most recent book, Deeper Cuts
[19:54] Where can you get Keith’s books, and how can you gain access to his latest tips and strategies?
[23:43] What’s on the horizon for Keith?

🎙️ Featured Guest 🎙️

Name: Keith Mitnik

Short Bio: Keith is Senior Trial Counsel at Morgan & Morgan and has been part of their team for over 25 years. In this role, Keith assists other members of the firm in their trials; as a result, he tries a number of cases each year. He’s been honored as a member of the Florida Legal Elite, Florida’s “Super Lawyers,” and Best Lawyers in America, among many other accolades. In addition to being a renowned litigator, Keith is also the author of Don’t Eat the Bruises and Deeper Cuts.

Company: Morgan & Morgan

Connect: LinkedIn | Website | Email

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Finding Light in the Darkness With Reggie Williams: How to Overcome Adversity and See the Good in Any Situation

Judd Shaw Injury Law — Wed, 10 Aug 2022 03:00:00 -0400

Resilience is key to survive in a world full of hardships. It allows you to adapt and recover from whatever life throws your way, giving you the strength to move forward, find light in the darkness, and master your fate.

Throughout his life, Reggie has dealt with countless obstacles. Born hearing impaired, he developed a speech impediment as a child and had to work extra hard to improve his articulation. In addition to attending public school, Reggie also attended the Michigan School for the Deaf in evenings and on weekends.

Even after all of these challenges, one of the most difficult times for Reggie was when his best friend, Lenny, took his own life. Reggie often wondered what he could’ve done differently to support his friend. But he took away the greatest lesson from this challenging time: we can be resilient, but what makes us more resilient is having other people to help us stay strong.

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Reggie Williams, ex-NFL linebacker, former Disney executive, and author. They go deep into Reggie’s childhood and backstory, discussing how he turned adversity into positivity. Reggie also shares tips to be more resilient, why he’s focused on bettering the community, and the importance of supporting others through the difficult times.

In this episode:

[0:36] Judd Shaw introduces his guest, Reggie Williams
[1:24] Reggie shares why he wrote the book Resilient by Nature
[4:39] Reggie talks about the challenges he’s faced and how he learned to become resilient
[8:57] What was it like for Reggie in his first-ever leadership position?
[11:55] How Reggie dealt with the loss of his best friend, Lenny — and why he believes it’s so important to reach out
[17:00] Reggie discusses his biggest achievements and why he invests so much in his communities
[27:24] How Reggie worked through one of the greatest challenges of his life
[30:49] Reggie talks about his hero, Willie Lanier, the strength he inherited from his family, and other people who inspire him
[35:46] How Reggie’s book fulfilled his childhood dreams

🎙️ Featured Guest 🎙️

Name: Reggie Williams

Short Bio: Reggie is an ex-NFL linebacker, former Disney executive, and author of the book Resilient by Nature. He was an All-Ivy linebacker at Dartmouth, Ivy heavyweight champion, and linebacker for 14 years with the Cincinnati Bengals. After executive positions with the NFL and other sports leagues, Reggie became the Vice President of Disney, where he envisioned the Wide World of Sports Complex.

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Resilient by Nature by Reggie Williams

Turning Reluctant Clients Into Your Biggest Advocates

Judd Shaw Injury Law — Wed, 03 Aug 2022 03:00:00 -0400

There’s one thing that fitness gyms, law firms, or any other service business has in common: customers who come to you not because they want to — but because they have to.

Every business wants clients who are eager to partner with them, but unfortunately, that’s not always the case. Some customers are directed toward your business and step foot in the door due to an obligation. When this happens, it can be difficult to give these reluctant customers the same amount of excitement and positivity as your ideal clients who want to be there.

Luckily, Bryan Greene is here to share his tips for dealing with hesitant clients — and his strategies for turning them into your biggest advocates.

Running a fitness gym, Bryan has seen countless people join because someone told them they need to work out or lose weight. Under these circumstances, it can be difficult to motivate and foster a positive environment. However, Bryan has some tricks up his sleeve.

According to Bryan, always coming to work with a smile, celebrating the small wins, and giving people recognition can go a long way. Everyone that approaches your business just wants to be cared for and have their goals supported, and when you keep this top of mind, you’ll be able to soften the resistance and turn them into an ideal client.

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Bryan Greene, CEO of The LOOK Fitness. Together, they talk about how to support hesitant clients, the importance of listening and recognizing small wins, and tips for delivering wow moments to your customers.

In this episode:

[0:36] Judd Shaw introduces his guest, Bryan Greene
[2:29] How do you deal with customers who are reluctant to take part in your service?
[4:00] Why you have to be Mickey Mouse and celebrate the small achievements with hesitant clients
[6:13] Why it’s important to keep reinforcing positivity and supporting your clients’ direct needs
[10:31] How to build trust and wow your clients
[13:43] Tips for setting expectations (and dealing with unreasonable expectations)
[18:57] How to ensure your employees carry on your message: put them first
[22:35] What’s next for Bryan and The LOOK Fitness?
[25:22] Bryan shares what makes The LOOK Fitness special

🎙️ Featured Guest 🎙️

Name: Bryan Greene

Short Bio: Bryan is the CEO of The LOOK Fitness located in Newport, California. The LOOK Fitness has a team of experts offering personal training and group classes in boxing, boot camp, pilates, barre, and more. As a personal trainer, Bryan has experience helping professional cheerleaders, fitness models, and business professionals reach their fitness and nutrition goals.

Company: The LOOK Fitness

Connect: LinkedIn | Instagram | Facebook

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From Leadership to Legacy: How to Scale Your Firm

Judd Shaw Injury Law — Wed, 20 Jul 2022 03:00:00 -0400

How do you grow your law firm, carry on a legacy, and generate success year after year?

Following in the footsteps of his father who fled Cuba and became a compassionate attorney, Alex De Castroverde had some big shoes to fill. As Alex learned early on, success doesn’t happen overnight. However, a few key principles will help you get there and continue scaling your firm.

The first step is staying true to your core values. Instead of trying to make the most noise in the busy city of Reno, Nevada, Alex and his team continue to win clients by treating them like family — something his dad had done from the start. Staying true to who you are will have a positive snowball effect.

As a leader, a key step to growth is letting go of the “hoarding” mentality. Oftentimes, leaders think that they’re the only ones who can get a job done correctly. They think they’re the only ones who can sign up a client, take a deposition, and try the case. But the hoarding mentality is an enemy of growth. If you want to see extraordinary success, you need an extraordinary team.

So how do you create an outstanding team? Alex says you need to surround yourself with attorneys who are better than you. Invest in your people, give them opportunities to gain experience, and shape them to become the best leaders possible.

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Alex De Castroverde, Attorney at De Castroverde Law Group. Together, they discuss how Alex is upholding his father’s legacy, how you can create a strong team, and the best tips to scale your firm.

In this episode:

[0:37] Judd Shaw introduces his guest, Alex De Castroverde
[01:11] Alex explains how the De Castroverde Law Group began
[05:45] How Alex’s dad helped the community through his law firm
[10:23] What makes De Castroverde Law Group stand out from the crowd?
[14:39] Why it’s important to provide a culture of excellence and allow your team to grow
[16:28] What Alex does to elevate his team and help them gain experience
[20:03] What’s on the horizon for De Castroverde Law Group?
[24:57] How Alex is creating strong leaders within his team
[27:34] Alex discusses his firm’s specialties

🎙️ Featured Guest 🎙️

Name: Alex De Castroverde

Short Bio: Alex is an Attorney at De Castroverde Law Group, where he keeps his dad’s legacy alive alongside his brother, Orlando. He has been an attorney for nearly 20 years, striving every day to grow the firm that his dad started. While providing exceptional and dedicated legal service, Alex and his team aim to treat each client like a member of the family.

Company: De Castroverde Law Group

Connect: De Castroverde Law Group’s phone number: 702-222-9999

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The Critical Role of SEO in the Customer Journey

Judd Shaw Injury Law — Wed, 06 Jul 2022 03:00:00 -0400

When people search on Google, they’re likely to be faced with pages and pages of choices. So how do you stand out from the crowd, ensure that people click on your website, and eventually convert them into clients?

You have to utilize SEO strategies the right way. The first step is getting your site to the top of a search engine’s page. Most SEO strategies end after this step. You’ve gotten to the top of the Google page, so you’re getting more clients, right? Not necessarily.

For Corey Vandenberg, successful companies take it further. Once a potential client has clicked on your site, they need a reason to stay. This is where lead generation comes into play. At Corey’s company, they focus on getting potential clients to the contact page — because, to convert a lead, you have to act fast. And once these potential clients convert, your ranking goes up, giving you even more qualified leads.

But there’s another side to SEO: the client experience. Instead of looking at clients as conversion numbers, it’s crucial that you focus on their customer journey. You have to put yourself in their shoes and create an exceptional experience each step of the way.

You have to be intentional about how people visit your site, from the first click all the way through your bio page. Just like someone visiting your office, you want to create an incredible experience from the moment they enter your domain.

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Corey Vandenberg, Co-founder of Clixsy. Together, they talk about SEO best practices, the number one page people visit on your site, how SEO can help you transform the client journey, and more.

In this episode:

[0:37] Judd Shaw introduces his guest, Corey Vandenberg
[01:21] Corey talks about his adventures in canyoneering and dealing with a Rambo exploding arrow
[06:42] How Clixsy came about — and why they specialize in personal injury law
[10:53] What does the journey from search to purchase look like?
[13:43] Corey’s lightbulb moment about consumer behaviors
[18:28] SEO’s influence on client service and client experience
[23:52] How can you find the right SEO vendor for your company?
[28:23] The “three R’s” that fuel Clixsy’s culture
[31:13] Corey’s thoughts on the future of SEO

🎙️ Featured Guest 🎙️

Name: Corey Vandenberg

Short Bio: Corey is the Co-founder of Clixsy, a full-service digital advertising agency. Corey is regarded as an expert in online search, and he has over a decade of experience in digital marketing. Previously, he was a Founding Partner at Next Door, where he specialized in search marketing, social media, copywriting, direct mail, and more.

Company: Clixsy

Connect: LinkedIn

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Attorney Advertising Materials. This podcast is designed for general information purposes only. Nothing on this podcast should be taken as legal advice for an individual case or situation. This information is not intended to create, and viewing does not constitute, an attorney-client relationship. No aspect of this advertisement has been approved by the Supreme Court. Any results set forth herein are based upon the facts of that particular case and do not represent a promise or guarantee. Those with legal questions should seek the advice of an attorney.

Delivering Great Client Experiences with Stephen Norris

Judd Shaw Injury Law — Wed, 22 Jun 2022 03:00:00 -0400

No matter where they are in the country, clients have one expectation that defines their experience with your law firm. They want to know that you'll do what you say you'll do. How you do that can be the difference between a wow experience or an underwhelming, never-going-back-there again experience.

It starts with the small things you promise to do. Are you calling at the time you said you would? By following up on the small things we say, we can show people that we mean what we say and that they can trust us to deliver on our promise to them.

Delivering on your promise to clients requires tracking and assessment. What are your non-negotiables? How are you handling feedback, and do you have a client satisfaction score? The point is that you can think you're delivering an outstanding client experience, but it only matters if your clients think so too. That is why it is critical to have and track wow moments or opportunities to meet or exceed client expectations.

However, you can only meet and exceed the client expectations you recognize and set. You want to acknowledge clients' monetary and intangible expectations because it's not only the claim you secure for a client that matters at the end of a case. It is also about how you treat them during the entire process.

Yes, we want to get clients the highest result we can, but we also have to give them a great experience along the way. It's possible because those two things are not mutually exclusive. And if you fall short at any point and deliver bad service, it is imperative to know how to turn it around. Ready to find out more?

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Stephen Norris, Attorney, and President at Norris Injury Lawyers. They discuss the ins and outs of customer service experience and delivering wow services to personal injury clients.

In this episode:

[00:37] Judd Shaw introduces his guest Stephen Norris, and the topic of the day: delivering wow
[02:00] Customer service approaches may differ geographically, but expectations are the same. What do clients expect?
[03:44] The small things: what they are and why they matter
[05:04] Measuring the success of delivering wow or meeting the promise
[08:00] The client satisfaction score approach
[10:19] How to increase the level of client satisfaction using wow moments
[13:20] Exceeding expectations
[16:21] Showing that you care and never having clients guess the status of their case
[20:37] Monetary results are not all that matters
[23:20] How to turn around bad service
[26:04] The act of trying to make it better
[28:27] Recognizing and dealing with expectations

🎙️ Featured Guest 🎙️

Name: Stephen Norris

Short Bio: Stephen is President of Norris Injury Lawyers, a personal injury law firm servicing Alabama. Born and raised in Birmingham, Alabama, Stephen attended the University of Alabama, Roll Tide, for an unforgettable experience before receiving his law degree from the University of Alabama School of Law. He's fluent in both German and Finnish. Stephen spends a great deal of his time focusing on how his clients are serviced through the life of their case and maintaining that relationship after the case is closed.

Company: Norris Injury Lawyers

Connect LinkedIn

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Improving the Culture in Your Kingdom With Dan Cockerell

Judd Shaw Injury Law — Wed, 08 Jun 2022 03:00:00 -0400

It takes more than pixie dust to shape a great culture, engage your team, and create a magical experience for your clients.

For Dan Cockerell, the magic began when he took on the role of Operations Manager at Disney’s All-Star Resorts. But it didn’t play out as you’d expect: instead of beginning his role as the department’s overseer, he began on the frontlines with a broom and a dustpan.

Dan worked alongside the other employees, earning their respect, gaining credibility, and getting to know what each facet of the department required. This helped him become the best leader possible since he knew exactly how to improve processes from the bottom up.

And it didn’t end there. Dan was so successful in his leadership strategies that he eventually worked his way up to Vice President of Magic Kingdom, leading a team of 12,000 cast members. But how did he maintain a great culture on a large scale?

It comes down to a few areas: you have to get the right people in the right jobs, spend time getting to know your employees, set clear expectations, and have a system for reward and recognition. When people are more engaged and supported, you get better results for your business.

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Dan Cockerell, Owner of Cockerell Consulting Group and former Vice President of Disney’s Magic Kingdom. Together, they discuss leadership best practices, why it’s vital to take care of your physical and mental wellbeing, how to improve your culture in a growing organization, and many more industry insights.

In this episode:

[0:36] Judd Shaw introduces his guest, Dan Cockerell
[2:40] Why Dan found his hotel cleaning duties more valuable than spending time with the CEO in their boardroom
[9:01] What led Dan to write his book, How’s the Culture in Your Kingdom?
[11:48] The four areas of magic: leading self, leading others, leading organization, and leading change
[16:23] How does Dan measure culture?
[22:22] Dan shares how Test Track’s first failures inspired his personal leadership improvement
[28:18] How to keep culture alive when your company is growing exponentially
[32:38] The importance of being highly accessible and approachable as a leader
[35:02] How Dan helps leaders through his consulting business

🎙️ Featured Guest 🎙️

Name: Dan Cockerell

Short Bio: Dan has over two decades of experience working for Walt Disney World. He made his way up the ranks from Operations Manager at Epcot to Vice President of Magic Kingdom. Dan currently runs a consulting and speaking business with his wife, Valerie, where he draws on experience from his extensive career in Disney to help business executives provide exceptional leadership and build a strong culture for their team.

Company: Cockerell Consulting Group

Connect: LinkedIn | Email | Phone number: (312) 354-5862

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Making Your Law Firm a Happy Place With Former Disney VP Brad Rex

Judd Shaw Injury Law — Wed, 25 May 2022 03:00:00 -0400

Imagine this: it’s 9/11, you’re the leader of a Disney theme park with ten thousand guests inside. The news of the terrorist attacks broke, and you’re scared your park could be a target. There’s also the concern that if guests get wind of the report, there could be a stampede at the park’s exit.

To make things worse, it’s your second day on the job, and the park has never been closed with guests inside. Which protocol do you follow? How will your team respond to such an unprecedented event?

That Tuesday morning Brad Rex saw the Disney Way spring to action. Without being told, EPCOT cast members lined the promenade and smiled and waved goodbye as people were leaving. While many of these cast members were from New York, Pennsylvania, and D.C., they stayed in their positions and took care of the guests first. The cast members knew that moment was going to be a last memory for the guests before going into a very challenging situation.

As an attorney, how do you ensure that no matter the situation– from the incredible to the mundane–your employees deliver an exceptional client experience every time?

Want to know more about creating an impeccable client service experience?

Listen to this episode of The Judd Shaw Way featuring Brad Rex, President, and CEO of eHome Counseling Group. Together they explore the Disney way of creating great client experiences, the role of core values, hiring right, becoming a better leader, and more.

In this episode:

[00:37] Judd Shaw introduces his guest Brad Rex
[02:07] It’s 9/11: one day after Brad started as VP of Disney’s EPCOT Theme Park. Second day on the job, ten thousand people in the park, a potential stampede scare, what does he do?
[05:09] The Disney recipe for excellent client service
[08:52] Core values as the foundation for great client experiences
[10:11] What Brad had to learn to get into operations at Disney
[15:48] From operations at Disney to death care, Brad’s experience improvements journey
[17:13] Multisensory experience, what it is, and how to create it.
[20:02] Brad’s foray into reinventing the behavioral care industry
[22:54] Qualities of a great leader and pride-derailers to avoid
[28:46] Assuming a new leadership role and learning from failure
[35:11] The servant leadership approach and why it works
[36:17] What’s next for Brad?

🎙️ Featured Guest 🎙️

Name: Brad Rex

Short Bio: Brad is the President and CEO of eHome Counseling Group, an online mental health counseling company. He's had a long executive corporate career, including serving as the Vice President EPCOT at Walt Disney World, where he led all aspects of a complex $600,000,000 theme park. Brad is a graduate of both the US Naval Academy and the Harvard Business School, with distinctions. He is also the author of The Surpassing! Life: 52 Practical Ways to Achieve Personal Excellence.

Company: eHome Counseling Group

Connect LinkedIn

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Disney Secrets Revealed: How to Deliver a Magical Guest Experience With Lee Cockerell

Judd Shaw Injury Law — Fri, 17 Dec 2021 13:09:00 -0400

Disney Secrets Revealed: How to Deliver a Magical Guest Experience With Lee Cockerell

Walt Disney World is known for captivating the hearts of guests and giving them a magical, first-class experience. But it turns out that creating a memorable experience isn’t solely in the hands of Disney. No matter what industry you’ve built your business in, you can create a remarkable experience for your clients.

Former Executive Vice President of Operations at Walt Disney World® Resort, Lee Cockerell, is here to share all of the secrets that make people fall in love with Disney. He breaks it down into three simple categories: hire right, train right, and treat them right.

Seems simple, doesn’t it? According to Lee, many leaders don’t put enough time and effort into these specific areas, and that’s where things can go wrong. Whether you’re someone performing on stage at Disney Springs or sitting in an office, you always have to put your best foot forward, have a great attitude, and treat your people right.

Of course, the guest experience should focus on the customer. But where do the leader’s duties come into play?

When making decisions as a leader, you should always think about what will make the customer happy, what will make your employees happy, and what will make the bottom line happy. Additionally, you need to demonstrate that you’re respectful and open to communication as a leader, and you need to get feedback from clients and employees.

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Lee Cockerell, Founder of Cockerell Academy and former Executive Vice President of Operations at Walt Disney World® Resort. Together, they talk about how to create a magical guest experience, the qualities of a great leader, and why attitude is everything.

In this episode:

[1:01] Judd Shaw introduces his guest, Lee Cockerell, and the topic of the day: developing a first-class guest experience
[3:14] How does Disney give each guest a memorable experience?
[6:19] Why intentionality is key in business and in life
[8:03] The principles of building a client service culture — and why they’re the same across industries
[10:19] How a great attitude helped Lee and Judd succeed in their careers
[13:57] What are the qualities of an outstanding leader?
[17:59] The key ingredients to providing consistent, efficient, creative, and honest customer service
[22:35] How to identify future leaders and foster their growth
[26:45] Lee details his books and how they help leaders (and businesses) develop
[31:57] Why cross-industry companies aren’t so different
[33:52] What the Cockerell Academy is all about
[36:40] The Main Street Diary and the one-of-a-kind retirement gift Lee received

🎙️ Featured Guest 🎙️

Name: Lee Cockerell

Short Bio: Lee Cockerell is the former Executive Vice President of Operations at Walt Disney World® Resort. One of his lasting legacies is the Disney Great Leader Strategies, which was used to train and develop the 7,000 leaders at Walt Disney World. Lee is now dedicated to public speaking, leading workshops, and consulting for organizations around the world. He runs the Cockerell Academy and has authored books on leadership, management, and service excellence.

Company: Cockerell Academy

Connect: Website

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Generating Maximum Case Value Using the Pareto Principle With Dustin DeVaughn

Judd Shaw Injury Law — Fri, 03 Dec 2021 15:09:00 -0400

Generating Maximum Case Value Using the Pareto Principle With Dustin DeVaughn

You may have heard of the Pareto Principle — also known as the 80/20 rule. But do you know how to utilize this principle to generate maximum value for your business?

At its core, the Pareto Principle is about identifying an entity’s best assets and using them to create maximum value. The rule states that 80% of your results are attributed to 20% of your causes. In regard to law firms, this means that typically, 80% of your revenue comes from the top 20% of your cases.

So what steps should you take to apply the Pareto Principle in your business? In Dustin DeVaughn’s law firm, they apply the principle to many areas, including wealth management, personal finance, sales, customer service, and business decisions. After filtering out the top 20% of cases that generate the most revenue, Dustin and his team were able to decide where to put the majority of their money and keep expenses low on the other 80% of cases.

Think of it this way: if you’re winning $1,000 for a client, you don’t want to pay $500 on top-tier resources. But with a high-value client, you could spend $5,000 on resources that result in a $100,000 win.

However, there are some common misconceptions you should avoid. The 80/20 rule does not mean that you should focus all of your attention on the top 20% of clients. You want to ensure that resources are dispersed fairly and make sense for the value level of each case. When you do so, all cases and clients benefit because you’re being smart about how you disperse your dollars.

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Dustin DeVaughn, Partner at DeVaughn James Injury Lawyers. Together, they discuss how to apply the Pareto Principle to your business, how it can create maximum value, and the benefits it can bring to your firm across departments and cases.

In this episode:

[1:12] Judd Shaw introduces his guest, Dustin DeVaughn, and today’s topic: the importance of a Pareto analysis
[2:27] What is the Pareto Principle (the 80/20 rule), and why is it important?
[4:47] Prioritizing high-value cases
[7:17] Misconceptions law firms should avoid regarding the Pareto Principle
[10:44] Dustin goes through his process of utilizing the Pareto analysis and improving the firm’s profitability
[15:44] How smaller cases benefit from the 80/20 rule
[18:32] Why it’s important to sit down with clients and learn from them
[19:58] Dustin details the history of DeVaughn James Injury Lawyers — and what they’re currently doing in the community
[24:14] Dustin dishes fun facts on his firm partners, Cody and Richard

🎙️ Featured Guest 🎙️

Name: Dustin DeVaughn

Short Bio: Dustin DeVaughn is a Partner at DeVaughn James Injury Lawyers. From 2009 to 2019, he was named as one of the “Top 100 Trial Lawyers” by the American Trial Lawyers Association and as a “Super Lawyer” since 2009 by the Missouri & Kansas Super Lawyers magazine. Dustin has an unprecedented jury trial record and a history of multi-million dollar jury verdicts.

Company: DeVaughn James Injury Lawyers

Connect: Website

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Why Emotional Intelligence is Vital to Create a High-Performing Team With Bill Biggs

Judd Shaw Injury Law — Thu, 14 Oct 2021 18:08:00 -0400

Why Emotional Intelligence is Vital to Create a High-Performing Team With Bill Biggs

Emotional intelligence (EI) is often brushed off as a “soft skill” and disregarded in the workplace. However, Bill Biggs is here to emphasize how EI can accelerate performance in both leadership and team activities.

Why is EI so important, and how can you help your team develop these skills to deliver better customer service?

Bill says that EI is probably a more powerful, clear, and accurate indicator of success than IQ. As a leader, he’s observed the value of high emotional intelligence and has seen the wonders it can work for people and their organizations.

High emotional intelligence fosters a healthy workplace — socially, emotionally, and interpersonally. Bill wants each member of his team to be a better human because of the time they spend in this healthy work environment. For Bill, work is about more than just hitting nice revenue numbers. It’s also about cultivating EI within employees so that they can succeed both inside and outside of the workplace.

But what are the components of EI? Bill breaks it down into six domains: self-awareness, empathy, motivation, self-regulation, social skills, and presence. When you focus on developing these core elements, reinforce positive behaviors, and praise your team for working to strengthen relationships, you’ll see a performance boost throughout your business.

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Bill Biggs, President of Biggs & Associates. Bill and Judd talk about the components of emotional intelligence, how it can help improve your team’s performance, and how leaders can cultivate emotional intelligence in the workplace.

In this episode:

[0:48] Judd Shaw introduces his guest, Bill Biggs, and the topic of the day: emotional intelligence
[2:28] Why should a company and leadership team care about emotional intelligence (EI)?
[4:01] Bill details the six domains of EI
[6:36] How to grow your emotional intelligence
[8:52] Tips for reinforcing positive EI behavior: tying encouragement into core values
[12:33] Judd describes his firm’s core values and how they’re relationally-based
[15:43] How Bill coaches his team through the different components of EI
[18:03] Why a social contract is important to aid culture and reinforce EI
[22:46] The value of growing emotionally and interpersonally

🎙️ Featured Guest 🎙️

Name: Bill Biggs

Short Bio: Bill Biggs is the former Chief Operating Officer at Daniel Stark Injury Lawyers, where he managed the systems and processes for over a decade. He’s the President of Biggs & Associates, where he helps businesses craft their message and create elite teams that win. Bill received his bachelor’s degree from Texas A&M University and attended Harvard Business School for graduate studies.

Company: Biggs & Associates

Connect: LinkedIn | Phone: 979-219-1404

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Boosting the Client Experience Through Efficient Operations With Venus Tahmasebi

Judd Shaw Injury Law — Wed, 15 Sep 2021 13:35:00 -0400

Boosting the Client Experience Through Efficient Operations With Venus Tahmasebi

To deliver a great client experience, you need the right people on your team — but you also need the right processes to help your team thrive. So how do you decide what needs a process? And how should you go about developing these processes?

According to Venus Tahmasebi, running a business is all operational. There are other components to it, but without systems in place, you can’t operate.

Early in Venus’ career, she wore many hats and was involved in everything. She was answering the phones, locking up the office, signing up the cases, handling the cases, hiring, firing, and undertaking the firm’s finances. She was involved at every level. However, as the firm started to evolve, Venus realized she couldn’t do it all on her own. So, they started to develop internal policies and protocols to figure out the best way to manage operations.

After discovering what worked (and what didn’t work) in the firm, Venus has some advice for other businesses looking to develop systems and ultimately improve the client experience. To determine if something needs a process, you should analyze each issue: is it a case-specific challenge? Is it a people issue? Or, is it a process issue that you see reappearing again and again?

Once you figure out the areas that need processes, you need to get the team involved. Systems and processes naturally start with leadership and culture, but it’s also important to train your team, get them involved, and give them the opportunity to offer up insight into what’s working operationally.

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Venus Tahmasebi, Owner of VTT Consulting. Together, they discuss the best ways to develop your systems and processes to enhance the client experience, how to get your team involved, and how to test out processes to foster long-term growth.

In this episode:

[0:46] Judd Shaw introduces his guest, Venus Tahmasebi, and the topic of the day: how efficient operations, systems, and processes can improve the overall client experience
[4:09] Where to start when developing your systems and processes
[6:25] What’s the best way to onboard your team?
[8:25] Why it’s important to have your team help create processes and procedures
[12:29] Venus breaks down process timeframes and how long you should stick with a procedure before measuring its success
[15:47] Why does something need a process?
[19:53] How processes can help you scale and de

🎙️ Featured Guest 🎙️

Name: Venus Tahmasebi

Short Bio: Venus Tahmasebi is the former Chief Operating Officer of Parrish DeVaughn, Oklahoma’s best personal injury law firm. At the beginning of 2022, she founded VTT Consulting, where she helps law firms with operations and Salesforce implementations. Venus received her bachelor’s degree from the University of Central Oklahoma and her master’s degree from Oklahoma City University.

Company: VTT Consulting

Connect: LinkedIn

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Developing Your Culture: Get It Wrong Until You Get It Right With Arnie Malham

Judd Shaw Injury Law — Wed, 18 Aug 2021 15:47:00 -0400

Developing Your Culture: Get It Wrong Until You Get It Right With Arnie Malham

When done right, culture has the potential to be a real competitive advantage for your business. But how do you build a culture by design and not by default?

Intentional or not, every company has a culture — whether it’s good, bad, or somewhere in between. If you don’t like your culture, there’s one area that can fix it: your leadership. Arnie Malham says that almost 100% of the time, culture reflects leadership. So, if you have a bad culture, you need to take a look in the mirror. Luckily, there are some actionable steps you can take to turn your culture around.

Once you’ve realized that culture starts with you, the next step is all about focusing on your team. When Arnie first started his agency, he thought he could run everything from production to strategy to client success. Eventually, he realized that it had less to do with him, but more to do with the team as a whole. Once he recognized this, he knew that his job was all about supporting the team to lead clients forward.

As a leader, you should allow employees to grow beyond your expertise. Your team needs to know more about the business and your clients’ business than you do. Why is this? When you build up your team to this level of knowledge, the company gets stronger, your culture gets stronger, and your business flourishes.

But there’s one important culture aspect that Arnie highlights: allow yourself to get it wrong before you get it right. And it doesn’t end there. Even though culture starts with the leadership team, you have to give your employees grace and allow them to get it wrong, too. After all, it’s your team that’s working with clients, developing their expertise, and helping the business grow.

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring entrepreneur and author, Arnie Malham. Together, they talk about the key steps to developing your culture, why it’s okay to get things wrong, and the best ways to empower your team.

In this episode:

[0:50] Judd Shaw introduces his guest, Arnie Malham, and the topic of the day: developing a culture of "wow"
[3:15] Arnie discusses why he founded cj Advertising and how he learned to empower the team
[6:56] Judd’s experience working with cj Advertising — and his first impressions on their company culture
[11:39] Arnie describes his book, Worth Doing Wrong, and why you shouldn’t be afraid to make mistakes
[13:25] What are the three things leaders need to start building a great culture?
[16:02] How to craft the culture you want
[19:05] Arnie talks about one program he initially got wrong: team member surveys
[21:55] How the Better Book Club came about — and how it encourages reading
[25:09] Why it’s important to have people outside the leadership team offer ideas
[27:17] How can you measure success in your culture initiative?
[31:14] The number one reason why a culture initiative will fail versus the number one strategy to ensure success
[34:54] The value of feeling a culture (not just seeing it)

🎙️ Featured Guest 🎙️

Name: Arnie Malham

Short Bio: Arnie Malham is an entrepreneur who has founded and sold multiple businesses, including cj Advertising, Legal Intake Professionals, and Med View Services. He’s the Author of the book Worth Doing Wrong and is currently the founder and CEO of Better Book Club.

Company: cj Advertising | Better Book Club

Connect: LinkedIn | Email

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How Consulting Can Help Your Firm Become More Data-Driven and Scalable With Tim McKey

Judd Shaw Injury Law — Wed, 30 Jun 2021 15:18:00 -0400

How Consulting Can Help Your Firm Become More Data-Driven and Scalable With Tim McKey

If your firm has a bottleneck in your path toward growth, a consultant may be just what you need to get under the hood and uncover underlying issues.

As a CPA-turned-consultant, Tim McKey understands that data and numbers really matter in a law firm. As an accountant, he was taught that numbers don’t lie, but he says that’s not always the case. Numbers can lie all the time if you don’t get behind those numbers. But what does this mean for you as a leader?

Take this case, for example: if your target is 10 demands in a certain period of time and someone hits five, it’s easy to point to that number and say “they did not hit that goal.” But if you see that one of those demands was on a three million dollar case, you have to go back and look into those complexities and get behind the number. You can’t simply jump to conclusions.

How does this help solve bottlenecks in your firm? Looking into the proof behind the numbers can help you figure out the root cause of your issues. Do you need to adjust your goals? Are you being transparent and clear on employee expectations? Are you documenting processes and data every step of the way?

Analyzing these possible causes will help you dismantle the bottlenecks, but you don’t have to figure it out on your own. This is where a consultancy comes into play: their outside eye can uncover the bottlenecks, craft a plan of action, and help your firm scale.

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Tim McKey, Co-founder of Vista Consulting. Together, they discuss why data matters, steps to solve bottlenecks, tips to foster a great culture, and how a consultancy can help you along the way.

In this episode:

[0:37] Judd Shaw introduces his guest, Tim McKey, and the topic of the day: you don’t know what you don’t know — how consulting can help a law firm become more data reports driven, scalable, and still maintain focus on the client
[2:22] Tim shares why he founded Vista Consulting and how they serve law firms
[5:52] How Vista Consulting helps law firms avoid bottlenecks and grow efficiently
[10:43] Tim talks about his team and how they work together to offer a big-picture, holistic approach
[13:34] How to gauge your company culture and take action to reach your vision
[16:50] The best way to solve pain points when you don’t know the root cause of an issue
[21:29] What to do when your goals are not met due to factors out of your control: preserve value
[25:36] How can you increase case value?
[30:02] Tim shares tips to ensure your team is hitting goals and expectations
[35:20] Tim’s final thoughts: sometimes we just need a reminder

🎙️ Featured Guest 🎙️

Name: Tim McKey

Short Bio: Tim McKey is the Co-founder of Vista Consulting, which he founded with Chad Dudley to help plaintiff law firms reach their full potential. Tim also has another company, McKey Business Group, where he helps firms develop and achieve their visions for the future. For decades, Tim has been guiding law firms to maximize growth and profitability. A self-proclaimed business nerd, he enjoys reading, discussing future business trends and disruptive change, tennis, exercise, and the pursuit of the “abundant life.”

Company: Vista Consulting

Connect: LinkedIn | Email | Phone: 225-383-2974

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Uniting Marketing Strategy and Client Experience With Micki Love

Judd Shaw Injury Law — Tue, 12 Jan 2021 17:08:00 -0400

Uniting Marketing Strategy and Client Experience With Micki Love

Customer service is the new marketing strategy. So what can your business do to elevate the client experience and use it to drive results?

Brands like Amazon and Zappos are focusing their efforts on incredible customer service to attract both new and loyal customers — because the client experience can make or break your business. If you have a bad experience with a brand, you’re likely to tell everyone you know to avoid that brand at all costs. On the other hand, if you have a great experience, you’re more likely to refer others in your network to that business.

To help companies gain an edge, Micki Love works with them to develop customer service processes within their marketing strategy. No matter the marketing channel or type of client, Micki and the team at cj Advertising make sure that your company is set up to deliver excellent service every time.

But what’s the main reason why clients don’t feel like their experience is up to par? Over the years, Micki and the team have conducted surveys to determine why clients are disappointed with a service. They discovered that 95% to 99% of the disappointment revolved around a lack of communication. So, Micki and her team went into action.

Using data, the cj Advertising team finds client pain points and crafts strategies to solve them. They’ve worked with many law firms to deliver a positive experience for every single client, fostering better forms of communication and improved satisfaction rates. And Micki has a few more tricks up her sleeve to help you turn your marketing strategy around through improved customer service.

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Micki Love, President and Chief Brand Strategist of cj Advertising. Together, they talk about why customer service is so important, how specific marketing activities can improve the client experience, and why communication is key.

In this episode:

[1:41] Judd Shaw introduces his guest, Micki Love, and the topic of the day: utilizing advertising to increase customer service
[4:11] Micki discusses cj Advertising and the services they offer
[6:08] How customer service plays a role in cj Advertising’s marketing strategy
[9:43] Why client communication is key for high satisfaction rates
[12:35] Does the customer service process differ between types of cases?
[15:30] cj Advertising’s video series — and how it improves communication between clients and the firm
[20:05] How cj Advertising works with each individual firm to create a personalized strategy
[24:22] Using data to track client preferences and drive results
[28:59] cj Advertising’s handshake deal and why it works for law firms
[34:02] Micki’s tips to get your message out to other prospective clients across media platforms

🎙️ Featured Guest 🎙️

Name: Micki Love

Short Bio: Micki Love is the President and Chief Brand Strategist of cj Advertising, a personal injury law firm marketing and consulting agency. She began her career as a runner for Hughes & Coleman, a small personal injury law firm in Kentucky, where she eventually moved up the ranks to COO. After nearly 30 years in the industry, Micki has gained unparalleled insight into marketing, strategy, management, and leadership.

Company: cj Advertising

Connect: LinkedIn | Email

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Why Great Leaders Let Go to Grow With Chad Dudley

Judd Shaw Injury Law — Thu, 17 Dec 2020 16:28:00 -0400

Why Great Leaders Let Go to Grow With Chad Dudley

When your company is in its early stages, the leadership team often wears many hats. However, as your company evolves, your leadership roles need to evolve as well. This often means that leaders need to let go and delegate — otherwise you run the risk of restraining business growth.

Letting go can be difficult, no matter what type of business you run. Luckily, successful leaders have some tried-and-true strategies to share how they grew their businesses and reinvented themselves as a leader.

According to Chad Dudley, your core values and your “why” should be at the helm of your organization. You need clarity on where you are as a firm, where you want to go, and why you wake up every morning to do what you do. Without the “why,” everything loses its power.

When you understand these key factors, you can promote them throughout the firm — but the process doesn’t end with you as a leader. Your team should be an extension of you, delivering on promises, core values, and a passion for the business. It’s not a leader’s job to do routine tasks. A leader’s job is to equip employees with the tools and skillsets needed to deliver.

What other tactics can help you evolve as a leader, learn to let go, and help your business grow to its full potential?

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Chad Dudley, Partner at Dudley DeBosier Injury Lawyers. Together, they talk about how leaders can take ownership of business development, learn to delegate tasks, and use their core values to drive growth.

In this episode:

[0:42] Judd Shaw introduces his guest, Chad Dudley, and the topic of the day: letting go to grow
[2:14] How Chad leads a large, successful firm while remaining dedicated to clients
[3:28] What does “letting go to grow” mean?
[4:56] The challenges leaders face as their company grows
[6:35] Chad’s tips to keep the client front and center
[9:20] How can a firm grow and manage all of the moving parts?
[12:28] Predictable problems that all companies face — and how to prepare for them
[15:48] The secret to building a customer-focused company
[22:38] Chad talks about the leadership principles that helped them thrive during the pandemic
[25:33] Chad describes his work at cj Advertising

🎙️ Featured Guest 🎙️

Name: Chad Dudley

Short Bio: Chad Dudley is a Partner at Dudley DeBosier Injury Lawyers. He’s been at the firm for over 15 years, starting out as the Chief Operating Officer. Chad continuously fights for injured people and has vast knowledge in the areas of automobile accidents, personal injuries, toxic torts, securities litigation, and class action lawsuits. In 2012, he was selected for inclusion in Louisiana Super Lawyers.

Company: Dudley DeBosier Injury Lawyers

Connect: LinkedIn | Email | Phone: 225-230-3490

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Elevating Customer Service in the Digital Age With Josh Kwartler

Judd Shaw Injury Law — Fri, 23 Oct 2020 20:15:00 -0400

Elevating Customer Service in the Digital Age With Josh Kwartler

Existing and past clients and customers have a significant impact on your business, and they can easily become your best marketing strategy. That’s why there’s nothing better than having happy, satisfied clients. But how do you serve their needs — especially in the era of constant digital transformation?

Weaving together people, processes, and technology, Josh Kwartler created a program to help his company communicate better with clients. In the past, the firm would call clients and send letters to check up. Upon listening to client and employee feedback, they realized they needed a more efficient process.

Now — with the new program — when Josh and his team call clients and don’t receive an answer, an automatic text message goes out and gives clients an opportunity to respond on their time. And once they respond, Josh and his team are able to take note and move on without inconveniencing them any further. It’s a win-win for both employees and clients.

But what’s so bad about the old ways of communication? It might work for your company now, but many client preferences are changing. According to Josh, you should always be analyzing new technology and asking, How do people use this? Why are they using it? What are the benefits? You want to be scoping out new technologies and processes to improve efficiency, and ultimately, increase customer happiness.

In this shift toward improved customer service, you can’t forget about your employees. Keeping your people in mind as much as you keep your clients in mind will make everyone happy, help you maintain a great culture, and will enable employees to follow processes and adopt new technologies. When you combine an amazing team with innovative technology, magic happens.

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Josh Kwartler, Chief Operating Officer of Kwartler Manus, LLC. Together, they discuss how to improve your customer service and client satisfaction rates by gaining feedback, empowering your people, and leveraging new tools and technologies.

In this episode:

[1:19] Judd Shaw introduces his guest, Josh Kwartler, and the topic of the day: customer service as it relates to digital transformation
[4:03] Josh describes the program he created that efficiently caters to client needs through technology
[6:02] How the team at Kwartler Manus, LLC uses SMS technology to communicate with clients
[8:06] What are the best ways to go about digital transformation?
[9:49] How to train your team on the latest technology — and avoid gaps in the process
[13:27] Josh’s tips for uplifting your people and elevating the employee experience
[17:07] The importance of interpersonal connection
[20:18] Josh’s thoughts on leadership in the modern workplace
[22:52] Top criteria for hiring and showing empathy
[26:54] How any business can use technology to deliver excellent customer service

🎙️ Featured Guest 🎙️

Name: Josh Kwartler

Short Bio: Josh Kwartler is the Chief Operating Officer of Kwartler Manus, LLC. He holds a master’s degree in business administration from Rutgers School of Business and a bachelor’s degree in physics from the University of Delaware. At Kwartler Manus, LLC, Josh creates processes that enable the company to provide superior customer service and efficiently utilize new and emerging technologies.

Company: Kwartler Manus, LLC

Connect: LinkedIn | Email

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Empathy is the Key to Business Success With Dr. Glen Fleischhacker

Judd Shaw Injury Law — Fri, 09 Oct 2020 14:49:00 -0400

Empathy is the Key to Business Success With Dr. Glen Fleischhacker

We all need empathy. It’s what connects us, makes us feel seen, and helps us understand the different experiences of humanity. Empathy is an emotional investment that can help us appreciate what others are feeling and offer support on a deeper level. But why do we need empathy when it comes to business?

You’ve probably heard stories of managers who can’t relate to the team’s struggles (and vice versa), employees that don’t understand a customer’s frustrations, or a company as a whole that’s perceived to be careless about a customer’s feelings. The one thing they’re missing? Empathy.

It turns out, lacking empathy can lead to loss of business — among a plethora of other issues. Customers want to work with people who are understanding, invested, and can put themselves in others’ shoes to really recognize the root of the issue. If they don’t receive empathy, they’re likely to take their money elsewhere.

Dr. Glen Fleischhacker has experienced this lack of empathy firsthand from a business, and he knows that’s not how he wants to treat his own patients. As an anesthesiologist, it’s vital that Dr. Fleischhacker uses empathy to provide the best experience possible. In his line of work, empathy goes a long way to ease a patient’s fears and give them a comfortable, pain-free visit. And, in Dr. Fleischhacker’s experience, empathy makes a client feel so comfortable that they’re willing to return again and again and refer business back to you.

What else has Dr. Fleischhacker learned about empathy, and how can you apply it to your own business?

Listen to this episode of The Judd Shaw Way Podcast with Judd Shaw featuring Dr. Glen Fleischhacker, Anesthesiologist at Northwell Health’s Plainview Hospital. Together, they talk about the importance of empathy and how you can apply it to your business (and life!)

In this episode:

[1:35] Judd Shaw introduces his guest, Dr. Glen Fleischhacker, and the topic of the day: showing empathy
[4:05] Why is empathy important in the medical field?
[9:42] How Dr. Fleischhacker uses empathy with a variety of patients
[13:31] Why most patients are scared of anesthesia — and the strategies Dr. Fleischhacker employs to address these concerns
[17:07] The differences between empathy and sympathy
[21:40] Dr. Fleischhacker discusses a time when he wasn’t shown empathy
[23:52] How empathy can bring in more referrals for your business

🎙️ Meet Your Host 🎙️

Name: Judd B. Shaw

Company: Judd Shaw Injury Law

Connect: LinkedIn

🎙️ Featured Guest 🎙️

Name: Dr. Glen Fleischhacker

Short Bio: Dr. Glen Fleischhacker is an Anesthesiologist affiliated with Plainview Hospital at Northwell Health. He has three decades of experience in the field, serving New York and surrounding areas. Dr. Fleischhacker graduated with honors from the New York Institute of Technology’s New York College of Osteo Medicine and received his certification from the American Board of Anesthesiology.

Company: Plainview Hospital at Northwell Health