Scalable Law Podcast

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How To Deal With Difficult or Complaining Clients (Ep 56) Mar 01, 2021

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Welcome to another Being Unstoppable Poddy! Today we have a serious topic that we will all come to head with - no matter how successful your business is... Difficult clients and reviews that do not reflect what your business is.
The more people you serve, the more complaints you will get. For me, in the Family Law game, it is inevitable that we can receive bad reviews because hey, it is such a high pressure time for our clients and they don't want to be spending money on a divorce - I understand! Although this can be frustrating to it is how you deal with these complaints that really counts.
I am going to share with you how to gracefully deal with bad reviews and ensure they do not ruin your week or even longer. Before we dive in, read the below...
Do not take this personally! Put your emotions aside! This is not about you personally, this isn't about you as a person. This doesn't mean that sometimes it may feel like it because it can feel persona. You know what? Sometimes, the complaining client is the one you have bent over backwards for! This is business. this is not personal - no matter where the review is coming from, whether it be a mistake or whether it is just a person who feels they need to complain. In saying this, it is also important to listen to what the client is saying.
When responding to a client complaint, here is what you need to do:

Avoid challenging their complaint;

When someone makes a complaint, the natural thing to do is to get on the defense but that is going to make things worse. Do not tell the customer that they are wrong, this will escalate the situation. Instead of challenging the complaint, listen to what they are saying and his may sound crazy, but thanking the client for their review can totally positively effect your business. If it is a genuine compliant, that is some really good information that you can use to better that area of your business. Be grateful that this client had the courage to reach out and give you this useful source of information that is going to help your business flourish. Kill them with kindness!
2. When a client complains, it can often be because they need a vent! This type of complaint does not want want anything out of it, or any problem solving they just want to be heard, so... Just hear them out and it may be enough to defuse the entire situation!
3. Acknowledge what they have said; This does not mean just listening to them and their complaint but when you let the customer know that this is appreciated and you have taken it on board. The client is not expecting you to acknowledge, they are expecting you to fight back. So, when you acknowledge their comment, you are automatically defeating their expectation because they might have received that type of event in the past.
4. Be flexible and don't be rigid in this situation; Now, your client may not want a resolution, they might just be looking for an ear to be heard. If they do want a resolution, you need to be flexible to meet on same grounds. This doesn't necessarily mean a discount as this isn't always possible in every industry. Sometimes, it may suit your business to give out a discount, but sometimes it may be to suggest a different service provider. Perhaps, you may need to oversee the work more regularly or maybe you need to arrange more face-to-face meetings. There are so many things you can do around the client to help the client out, but be flexible.
Once you have narrowed down to a specific solution, ask the client if that would be satisfactory form them. Communicate with that client and work together to create a positive ending to this.
5. Make sure your client knows what you are saying; Sometimes when we are offering a resolution or working on what can or cannot do to accommodate your client, you might need to ask them if they understand this solution and what it is. You have to do this in a non-demining way and state your intent. This is best done in an email, or if you have spoken via telephone to relay the conversation and have it in writing.
6. Do offer an apology... with gratitude! The thing about offering an apology is that you do not need to say you apologize for the topic they have complained about. You need to be honest about this, because only you know if there has been a good job done or not. You need to either apologise for the action or you can apologise that the client felt this way in regard to your service. It is just acknowledging that you have heard the, you have listened and you are prepared to give an apology.
7. Follow to customer up a few days later; and As we mentioned above, you need to email the client with the solution you have agreed upon, and then a few days later follow up with the client to check on how the solution is going for them. This will make them feel appreciated and will let them know that they are important client to you. All clients are important to businesses as we would not have a business without clients. We do want to make sure that we are looking after them!
8. Move on! Don't dwell on any complaints that you have had. This takes away time that you could use working on your business. Clients who complain can take a massive chunk out of your day if you sit on it for too long, it will affect your team and even your other clients. Depending on how you deal with it and how fast you move on with it, depends on how long this process is going to take to move past the complaint. Do not loose focus from this complaint, it can easily suck up energy and rejig your teams work day.
The key is, if you have a structure when it comes to receiving negative reviews you will be able to move through that complaint seamlessly and effectively to get the best result. When you have this streamline process, you can go home, switch of and not loose any personal time to these complaint.
CONNECT WITH Caralee:

Why You Shouldn't Be Scared To Niche In Your Business (Ep 55) Feb 22, 2021

Show notes

In this episode of the Being Unstoppable Podcast, listen up as Caralee breaks down exactly why you should niche and why you shouldn't be scared to do so!
When it comes to niching in your business, it can seem frightening and restricting... yet it is quite the opposite. Niching does not mean missing out on business, it means getting more.
So, how can niching benefit you and help you long term?
1. Limit Competition! 2. It is easier and cheaper to advertise! 3. It is really efficient to create valuable referral partners: 4. When you niche down, you are able to establish a community: and 5. When you niche down, you can become an expert leader in your industry!
Niching may feel like you are locking yourself in, however this is absolutely not true! It doesn't mean that you can't serve people or that you are stuck. You do become an expert in your industry, it doesn't mean that you have to stay there forever!
Gain traction in your industry by creating a niche for yourself. If this sounds easier said then done, why don't you check out the Scalable Business Society where I dive into exactly how, and where you should go PLUS a whole heap more!
To find out more, click one of the links below and DM me 'SCALABLE' or check out my free masterclass by clicking here.
CONNECT WITH Caralee:

Clubhouse... What Is It and How Does It Work? (Ep 54) Feb 19, 2021

Show notes

This BONUS episode is all about the new phenomenon, Clubhouse!
What is clubhouse and what do you need to know? Listen in as Caralee dives into the ins and outs of Clubhouse that you may want to know before getting started:

It is an audio based social media app!

When you are inside the app, you are inside listening! There really isn't any space for you to type context etc. If you are a host then you will be talking, essentially taking the 'class.'
2. It is still in BETA testing phase... It isn't available to everyone yet and you can only use the app on an iPhone currently.
3. You can only be invited: To use the app, you need to be invited! Despite this, there are already millions of users currently on the app which is amazing!
4. How does it work? It allows you to create and join what they call 'rooms' where you can then chat with others in a conference call style. In general, these rooms have a title, so that you know what you are in there talking about. You are only allowed a specific number of invites to distribute within the relevant people, therefore you won't be able to invite everyone you know...
When you are in these rooms and you are the moderator, you are the only one who can talk. Everyone else will just listen in. If you select to put your hand up, the moderator can then invite that person to speak... a bit like a classroom situation!
There can be numbers of moderators or there can be just one. You can leave the room quietly if you feel that you would like to leave.
Why do you need Clubhouse? The amazing thing about Clubhouse, because it is so new - there are some INCRED people in there talking and you can be apart of their conversation! People like Elon Musk, Mark Zuckerberg and these people are LIVE in there with you! How cool!?
If you can get an invite into Clubhouse, it is absolutely worth a try! From a business perspective, it is a great place to make connections and to learn from others. It is so amazing to have all of this incredible information and potential right before us!
It is such a great way to connect and spread knowledge on topics that are meaningful to you! It is kinda like an interactive podcast where you can stop and ask questions! If you would like to find out more in Clubhouse... Click here!
CONNECT WITH Caralee:

10 Action Tips On How To Take Control Of Your Brand (Ep 53) Feb 17, 2021

Show notes

We all have a huge opportunity online to show our authentic selves, present our brand and influence! This is the thing - so many people do not take this opportunity!
Essentially, we are all playing the reputation game - whether you like it or not! Personal brand, and how you appear online is your reputation and therefore, is your business. When you are thinking of working with someone, what do you do? Google, Facebook and Instagram Stalk... That is exactly what others will do to you.
In saying that, how would you feel if someone were to perform a thorough search of you and your brand? Does it make you anxious? Never fear, Caralee is here! Listen in as Caralee dives through the quick tips on how to take full control of your brand AKA business!
How you can take control of your brand and be more visible online:
1.You can buy your own name domain! i.e. Caraleefontenele.com; 2. Update your BIO! 3. Get on LinkedIn! 4. Claim your knowledge panel on Google; 5. Set up a Google page and Update! 6. Start a YouTube channel; 7. Podcasting; 8. Blog; 9. Appear on others media; and 10. Make sure all of your social media platforms are updated.
Now go and audit yourself! Search your name and see what pops up, then take action! We need to be on top of what others may see to take control of our branding. The thing with your personal brand is that it can take time to create and craft the personal brand that you are really proud of and aligns with your values.
We go through exactly how to do each of these steps and how to craft the personal brand in the Scalable Business Society! Simply DM Caralee 'SCALABLE' on Instagram - @caralee.fontenele

Steal My Social Media Strategy To Streamline And Simplify (Ep 52) Feb 08, 2021

Show notes

Hello Unstoppable people! Get your notepad and pen ready, today is going to be a goodie! 📔
This week on the podcast, listen in as I chat all things social media and EXACTLY how I make running 3 + social media accounts seamless and simple. I run through exactly where I get my images from, where I do my social media scheduling and what I do to nail down on content! Get all the programs, strategies and information needed to get your social media game on point!
Many people feel as though social media can be saved for later, or it isn't a real priority in there business but let me tell you, it is! 📱
Social media not only allows you to access the exact audience your business aims for, yet it gives you free marketing for wherever you want to reach. Don't miss out on the opportunity and get started with the exact tips and tricks I have used to gain an audience following and momentum.
Let's talk strategy... 🤳🏽
👉🏼 Focus On 9 posts and Exactly What Are The 9 Posts To Be About?
You want to be giving value to your profile, people will follow and listen if your content is knowledgeable and informative but still relevant! So, how exactly do you do that? Well listen up as I dive into the below topics and explain exactly how to get this social media biz nailed!

What problem do you solve and how do you tell that through posting?
Posting a client testimonial/review, show people the evidence!
Introduce your team, your audience wants to know that you are real people, with real interests!
Put out a relevant quote that is relevant to your service or offer, how do you make these?
Have a post about a frequently asked questions;
Celebrations and special days throughout the year, you need a calendar scheduling all relevant days to post... See below for a little help!
Myth Busting, what captures attention and gains momentum in busting myths?
Caption about what your offer is, how exactly do you sell without being pushy?
Industry Updates, what should you be posting about regarding your industry?

In the Scalable Business Society, I have given everyone a calendar of exactly what days to celebrate and when! Today, I will be giving it to you! If you would love to have a copy of it, DM me on @caralee.fontenele on Instagram and I will send it to you! This helps me and my team tremendously as it is right there for you, no research required! Plus, it is a super cute addition to your office... ✨
For all programs and links mentioned in the podcast, head over to the below link ⬇️ https://caraleefontenele.com/steal-my-social-media-tips-to-streamline-and-simplify-podcast-episode-52/

Use Data Not Drama To Scale Your Business (Ep 51) Feb 01, 2021

Show notes

This week in the podcast, we break down exactly why data is so vital in the growth and scaling of your business.
In our businesses, we often rely on our instincts - BUT if you want to scale your business and you want your business to get to a place where it doesn't rely on your attendance - it is essential hat you actually use REAL data! Now, this isn't a once a year thang... there is SO much more to it than that!
The businesses that scale fastest, are the ones who know all of their data, inside and out. This will allow you to find patterns, opportunities and will allow you to save so much time, money and DRAMA! No more sleepless nights worrying about what is going to happen in your business - you have full control!
Implement Small Data Adjustments and all of the guess work is out the door of your biz.
Now, what exactly do you need to do? Listen to the pod and hear the answers to the below!
👉🏻 Understanding The Data Basics: 👉🏻 Data takes time! 👉🏻 What To Record? 👉🏻 Analyze Clearly; 👉🏻 You Can Create Data Driven Goals!
You will need to start the process, ASAP to start reaching your data driven goals! In the Scalable Business Society, I teach all of my students EXACTLY how to get started, record their numbers and then reach their data driven goals!
Once you get this under control, I promise you it will drive your business forward. If you don't now some of the numbers I have guided you through today, like conversion rates, leads etc. you need to get to work! If you need guidance with it all, jump over to the Scalable Business Society!
If you have any questions, email me at hello@caraleefontenele.com or DM my socials and I will lead you into the right direction!
CONNECT WITH Caralee:

Instagram @caraleefontenele

Facebook: @caraleefontenele

LinkedIn: @caraleefontenele

How To Be More Social Media Savvy (Ep 50) Jan 25, 2021

Show notes

How To Be More Social Media Savvy!
Listen up as Caralee guides you through exactly how to use social media to your business' benefit to scale, communicate and implement growth in your business through social media!
Social media isn't going away any time soon, so use it to your advantage!
Listen in to hear all of the inside tips and tricks on how to scale by...
🌟Purposeful content; 🌟The three pillars of content marketing; 🌟Who is your audience? 🌟Scheduling your socials; 🌟You aren't everyone's cup of tea! 🌟Hiring a VA!; 🌟The repurposing of content; 🌟Consistency; 🌟Be authentically you (people don't want to see a perfect life)
If social media is one of your goals that you want to master this year, then let me help you out with the basics of your goal setting, head over to caraleefontenele.com to get your FREE DOWNLOADBLE GOAL PLANNER for 2021!
Print this out as many times as you want, grab your diary and hand write in your diary what your day looks like this time next year. Believe it is yours for the taking!
CONNECT WITH Caralee:

Instagram @caraleefontenele
Facebook: @caraleefontenele
LinkedIn: @caraleefontenele

How To Know If You Are Making Fear Based Decisions In Your Business (Ep 49) Jan 12, 2021

Show notes

Today on the podcast I am talking about how to avoid making fear based decisions! A super important topic when entering your new year!
This is a topic that needs to be spoken about as like it or not, fear holds us back! In the process of goal setting, meeting plans or even just trying something you have always wanted to try, fear will slowly start to creep in and tell you not to do it...
🌟 Plan + Fear = Stoppable.
OR
🌟 Plan + Learning/ identifying how to deal with fear = Unstoppable
The choice is yours, now how do we recognize if a decision is based off fear?
👉🏼 Recognize Your Fear. It Is NOT An Obstacle! 👉🏼 Own Your decisions based on love, growth and strategy, change is good! 👉🏼 How do you know if you are making empowered or fearful decisions? Kick that negative self talk in the butt! 👉🏼 Judgement or Rejection? 👉🏼 Making Decisions, Within Your Comfort Zone! 👉🏼 The Fear Of Scarcity 👉🏼 You Feel Like You Are Sacrificing Too Much 👉🏼 That Gut Feeling...
Now that you can tune in as to where these feelings are coming from, you will be able to go about making decisions that are not fear based, and decisions that will drive you forward. Fear will stunt your growth!
CONNECT WITH Caralee:

Instagram @caraleefontenele
Facebook: @caraleefontenele
LinkedIn: @caraleefontenele

How To Write Goals and Set Intentions For Your Business In 2021 (Ep 48) Dec 21, 2020

Show notes

It is a new year in 10 days! Now is the best time to reset your mind and your actions so that you can come back fresh in the new year! In saying that, let's go through why you need to set goals in the new year.
The Scalable Business Society will give you the step by step method on how to create success. From my exact spreadsheets, to the social media scheduling - I share it all. Start 2021 the best way possible with the Scalable Business Society!
You are missing HUGE opportunities: Setting goals is the biggest factor when it comes to success. It is almost 100% of my business success. Goals are a compass to navigate you to focus and continue fulfilling the action steps that keeps you accountable for your goals. This is not always just a revenue or a turn-over goal, setting SMART goals in your business can range from a new product, team, culture, clients, content, monthly goals - anything!
Goals set your mind in motion and tells the universe what will happen: If you put it out there, you are spreading the intuition that it will happen. Your brain is constantly replaying what you want in your head and the more you drive towards it, the bigger it will become! You attract what you put out. Manifesting Matisse is the most incredible read and goes into depth about this concept.
As you write your goals down, do NOT limit yo'self! In the past, the only regret I had when setting goals is that I would hold myself back as my reality would just come and shut them down - how wrong was I! When you are committing to your goal, you write it down and make it exactly what you want - no holding back!
WHEN YOU WRITE YOUR GOALS...

Believe and embrace that whatever your goal is, will happen.
You are telling the universe what you want - don't limit yourself
If that goal came true, would it be enough? Are you putting limitations in your way?
Your goals should scare the sugar out of you!
Why not you? You deserve whatever it is that you desire. It is yours for the taking!
Put a deadline on that goal. Monthly Goals = Annual Goals.

You can often forget why you started your business in the first place: Often in business, people can be mislead to believe you will make more money and make your dream an instant reality. In this hustle it can be so easy to be bogged down in life and then you end up chasing the wrong bits of business - you forget what you started your business for and what the push behind it was.
Success Culture: When you have team members who are on the journey with you to reach those goals - it is the best thing ever! You will get the best out of your team members, when they are climbing the same mountain as you. You don't have to take all of these steps by yourself, but you do need to lead them up the mountain. Your team will also find the benefit of gelling together and enjoying the company of their team. Accountability will also be reached by having individual KPI. Try setting your team some personal/professional goals.
Clarity during the new year, don't let the year roll by! When you write your goals down, you gain a tunnel vision of what you want! As we move into the next year, you need intention! You don't want the year to roll by, instead you can focus on monthly goals, gained momentum and achieve them!
Create the business of your dreams! You are actually gearing your business towards the life you want to create! Afterall, isn't that why you went into business in the first place? If you do not feel like you are in the drivers seat on your life, it may be all down to intentions! Don't let them slip away from you as this will reign the direction back in to hit your dream business!
To help you out with the basics of your goal setting, head over to caraleefontenele.com to get your FREE DOWNLOADBLE GOAL PLANNER for 2021!
Print this out as many times as you want, grab your diary and hand write in your diary what your day looks like this time next year. Believe it is yours for the taking!
CONNECT WITH Caralee:

Instagram @caraleefontenele

Facebook: @caraleefontenele

LinkedIn: @caraleefontenele

Positive Learnings From 2020 and Setting Intentions For 2021 (Ep 47) Dec 17, 2020

Show notes

Well, it is no secret that 2020 has been an absolute whirlwind of a year, however it is super important to take away the positive learnings with the experiences you have been through as it is unlike any other!
In this BONUS podcast I dive deep into the importance of taking gratitude with every step of your life and just how we can take those learnings and set them as intentions for 2021!
1. Appreciate the simple things! Every. Darn. Day. The smallest things, going to the shopping mall to going on a plane, how our perspectives have changed! Appreciate that we don't have certainty. This isn't something to be concerned about, rather an opportunity to realize how every moment of joy and happiness is a blessing and we are just so lucky every time we feel that.
2. When you have a great team, amazing things can happen! Having a reliable and flexible team has been a major positive appreciation that I have taken on board this year. Having people around you who can be there for you when you need them is just an amazing support system through the good and bad. Having resourceful and resilient people around you will make a massive difference in your life. You need yo tribe!
3. The pandemic has given me an opportunity to reset expectations. This is for my own personal expectations that I have up on myself and of those around me. This down time has made me take space to be grounded has truly made a difference in my life. I have allowed myself to slow down and take space!
4. Leveraging Off Technology In my law practice I have this thing where I have had a false belief that I have needed to be in the office and seeing all of my clients face-to-face yet that has been completely shifted! This year has absolutely made us realise that we can be more flexible, we can get more work done at home and we can also be far more time efficient!
5. Life doesn't need to be in a set-way! Just because it is the way you have always done it, doesn't mean that you should do it like that. This year I have had way more balance, time and I am enjoying things a whole lot more these days! I am not run off my feet!
My intention for 2021: Do Not Loose These Learnings!
1.We can't take the basic things in life for granted anymore! 2020 has proven to be a year with so many lessons some have been very hard to swallow and some have been positively life changing.
2. You can pull together and make this happen when you have an incredible team
3. What are you going to reset in your life? How will you shape your life
I challenge you to focus on one word of how you would like 2021 to look. My one word is JOY! I want to find joy in all of the journey, all of the things no matter how big or small they are as we just don't know
DM me your word with the links below!
CONNECT WITH Caralee:

Instagram @caraleefontenele

Facebook: @caraleefontenele

LinkedIn: @caraleefontenele

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