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Monthly Archives: October 2010

A Great Case Study in Customer Service

Late October is always a busy time for Lawline, especially the Customer Service team.  Calls and inquiries are coming in and non-stop, but this late October was unlike any other.

Lawline finds a way to get around PayPal down time.

PayPal API systems were down for over an hour on October 29th, and this proved to be a challenge for us (no one could order anything from our site because it is powered by PayPal!!).  In the end, Lawline persevered and was able to right the ship, and continue without a hiccup.  Lawline President, David Schnurman, sent out this email to the team at the end of the crazy day.

Date: 10/26/2010
Time: 8:45PM
Subject: A Great Case Study in Customer Service

Hey Guys,

To those of you who do not know for almost two hours today the PayPal systems were down worldwide and we were not able to take any orders online. This happened on one of the busiest days of the year during the busiest time of the day.  Looking back how we handled the situation was really special and something I do not think most companies could have pulled off so seamlessly.  Within minutes we had a message on the checkout page for customers to call us so we could take their order over the phone.  When someone called, instead of having to go through 5 minutes of recordings or wait time to complete their order, they got through to someone on the first ring.  Even though we could not charge them at that time, we gave them access to what they wanted to order right away, and took down their information to process later.

In addition to our stellar Customer Service/Retention team Michael, Jeff, and Frank Jr. chipped in to answer any call overflow because volume was very high. Right away we created a Skype chat room with people from both offices so we could easily communicate and get a handle on the call flow and status updates from PayPal. Lastly, we created a google doc so we could easily share any information of customer orders that we could not put through for one reason or another.

What were the results? During this time we took 25 orders over the phone. We turned this into an opportunity and to talk to our customers and thanked them for choosing Lawline.com for their CLE needs. Not one call went to voicemail. Not one customer was upset.  Things break all the time and customers understand that…it is how you handle those situations what makes you stand apart as a truly stellar company.

So I just wanted to thank everyone for amazing team work. See you guys tomorrow!

Posted in: Seeking creative solutions, Taking time to help others | Leave a comment
Permalink: http://www.furthered.com/2010/10/30/a-great-case-study-in-customer-service/

Pumping Lawline Iron

Lawline employees can often be seen coming to work and leaving with their gym bags, just like any other company.  We decided to ask around and see why people go to the gym.  Is it to look better?  Get stronger and faster?  What we found out was most people go for the simple fact that they want to be healthy.  The most popular answer, however, was that the gym was a great stress reliever and actually made people more energized at work

“My favorite thing in the world is ending a day at the office with a workout at New York Sports Club.  Not only do I get energized, but I can release all stress there.  Of course one downside is not being able to go to bed, so the entire company is getting bombarded with my emails until 4am :-) ,” said David Schnurman, President of Lawline.com.

Lawline employees can enroll into a corporate membership with New York Sports Club!

As an employee benefit Lawline provides a corporate membership to New York Sports Club.  This allows Lawline employees to go to any NYSC gym with their membership.

Salesperson Melissa M. feels going to the gym a few days a week is vital to any person.

“I truly believe that there is not a problem that a little sweat can not solve. I am training to be a yoga teacher and practicing has changed my life. Through exercise, we can all relieve stress and keep our energy levels high to keep us going through our long work week!”

Melissa is also planning to implement a weekly yoga class for the Lawline staff!

Hillary F., also a Lawline Salesperson, agrees with Melissa and says, “Working out gives you energy, so that will only help you in your work life.”

Hillary joined New York Sports Club very recently, so she is now a member of TWO gyms!  Go Hillary!

Posted in: Driven to be better, Exuding Optimism | Leave a comment
Permalink: http://www.furthered.com/2010/10/28/pumping-lawline-iron/

Lawline One of Crain’s 2010 Best Places to Work

Lawline is proud to announce its nomination as one of Crain’s 2010 best Places to Work in New York City!

At Lawline we pride ourselves on exceptional customer service.  When someone calls us with a question, comment or concern, we want that customer to get off the phone satisfied and with their question completely answered.  With that said, why not treat our employees as well as we treat our customers?

Craim's Best Places to Work in NYC

The goal for hiring anyone at Lawline is to make sure they will add to our positive work environment.  The team comes first in every department, and enjoying sitting next to your coworker you will only bring the best out of an employee.  At Lawline we hire for attitude first, before anything else.

We also believe that self-improvement is an every day process.  Our 1% Challenge was an initiative to encourage employees to improve themselves in some way every single day.  The idea is if you improve yourself 1% every day, it will add up in one year.  Employees can pick out books from our library and then do a report on it in a departmental meeting.  Once an employee does three reports on three books they are given a $25 gift certificate to the store of their choice!

The bottom line is Lawline wants employees to enjoy coming to work, the people they work with, and what they do.  It makes things better for everyone, and why not do it?

Posted in: Driven to be better | Leave a comment
Permalink: http://www.furthered.com/2010/10/22/lawline-one-of-crains-2010-best-places-to-work/

Lawline Celebrates at SpinNYC

Vas Gets Ready to Play at SpinNYC

The Lawline team went out on Thursday night to celebrate COO Frank Bastone’s birthday at SpinNYC, a mix of table tennis club/lounge on East 23rd.  It was a great event for all, as they saw who could master the skills of ping pong!

The team presented Frank with an array of gifts, ranging from a “Bastone Book” (a play off of Lawline’s Culture Book) to a Weight Shaker (As Seen On TV!!).  Two tables were used to compete for the bragging rights of “Best Ping Pong Player at Lawline.”

Frank Bastone reading the "Bastone Book"

From our Sales Team, Peter, Jessica, and Rob, proved to be in the top tier of tennis players, while Dan did not win a game all night.  Better luck next time!

Lawline will venture out next month for its annual “Faculty Awards Night” on November 17th at Hudson Terrace.  Lawline’s faculty will be honored and it is sure to be a great night for all!

Check out the video below to see some of Lawline’s best in action on the ping pong tables!  (Just kidding, we found this video on YouTube)

SpinNYC

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Permalink: http://www.furthered.com/2010/10/15/lawline-celebrates-at-spinnyc/

Lawline Poker Stars for Charity!

Lawline at Lucky Strike Poker Event

On Tuesday night 8 determined Lawline employees entered the AOL.com Spot at the Table with Beth Shak poker event to help raise money for the Make a Wish Foundation.   All 8 employees sat at their respective tables looking to work their way to the final few players.

Joey , more of a movie guru than a poker guru, went all in 5 hands into the competition, only to watch the remainder of the event from the sidelines, rooting on his coworkers.  Allen was the next to go, but did not regret one move he made the entire night.  “I went all in with Queens, and I was met by someone with trips Kings.  What can I do?  No regrets,” said Allen.

The final table consisted of three Lawline employees; salespeople Hillary and Jessica, and COO Frank.  It came down the wire as Jessica and Frank went heads up.  Jessica went all in and Frank called.  Jessica caught a flush draw on the river and went home with a gift certificate to Rue 57, while Frank went home with a comfy LOVESAC.   However, at the end of the night everyone was a winner as participants were able to bowl all night, and all money was donated to charity.

Lawline is looking forward to their next casino night!! (to say the least!)

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Behind the Lawline

Dave on the left, and Sir Joey on the right.

The Lawline Culture Book is made up of first hand reviews of what life is like at our company.  I decided to ask a few employees to share with me, in more detail, what their experience has been like so far at Lawline.  My goal was to see how our culture has compared to other companies that they have encountered.  What is different?  What is similar?  Joey and Dave both had interesting answers.

My first question was “What about Lawline makes you enjoy coming to office?”

Their answers were similar in that both enjoyed the laid back environment of Lawline, but structured tasks laid forth by management.  Everyone knows what their job is, and it is up to their own style to complete their tasks.

Joey thought the support system that was put into place made life at Lawline friendly, fun and rewarding.  Dave agreed by saying he enjoyed helping his colleagues.  Employees will routinely listen to each others calls in order to provide feedback.  The only way Lawline will continue to grow is if employees continue to improve, and giving feedback to each other on a daily basis happens regularly.

Both Joey and Dave agreed that growing the business is what really motivates them; that what is done today will effect the company for years to come.  Joey looks at the Lawline culture as a “culture of family.”

Dave enjoys the fact that his work is something that can be tracked a daily basis, and his suggestions can be utilized the same day to improve systems.

We are glad to get this feedback regularly from our employees, and we want to continue to improve as well in order to create the ideal company we would like to work for!

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Permalink: http://www.furthered.com/2010/10/08/lawline-by-lawline-employees/

Lawline Attending New York Enterprise Small Business Awards

Lawline.com will be attending the New York Ente

Lawline hopes to bring home the gold tonight at the NYER Awards.

prise Report 2010 Small Business Awards at The Metropolitan Pavilion from 6pm-10pm.  We have were named finalists earlier this year in the Sales & Marketing category, and are looking forward to taking home the prize tonight!

Last year Lawline was a finalist in the Customer Service category.  The 2010 Sales finalists include Abrahemsen Financial Group, Bergen Newspaper Group, Cartwheel, Consultants 2 Go, Dogmatic Products, eMazzanti Technologies, Media Trust, and Lawline.com.

Lawline’s Sales and Marketing teams have grown significantly over the last year.  After the hiring of COO Frank Bastone, Lawline has formed a strong Sales team who reaches attorneys all over the country.   The use of daily departmental meetings in the morning has been a great way to structure the company and keep everyone focused on goals.  In a time where the economy is unpredictable, Lawline has never seen better days.

The Yankees open their playoff series against the Twins at 8:30pm, so hopefully they will have a TV or two to catch up on some of the action!  Results to be posted tomorrow!

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Permalink: http://www.furthered.com/2010/10/06/lawline-attending-new-york-enterprise-small-business-awards/

Alan Schnurman Interviewed by his Son, David Schnurman on Lawline’s 27 Year History

Lawline has been a public access television show spreading legal knowledge to the community of New York for 27 years. Recently, Alan Schnurman, host and creator of Lawline sat down with his son David Schnurman, President of Lawline.com, to discuss his passion for sharing information.

Alan Schnurman started Lawline 27 years ago as a means of spreading legal information to the community. He wanted to include the public in a community of education once available only to an elite group of lawyers. By bringing to the show prominent and experienced attorneys Alan hoped that he could share valuable information to those who might not be able to afford premium legal advice. “It was a labor of love,” Alan says. He gets a tremendous amount of satisfaction from helping people and wakes up happy every day because he has found what he loves to do, and he’s doing it.

But what makes Alan so optimistic and happy when so many see these bleak times as a doomsday scenario come to life? It seems to be the pessimist’s heyday, but Alan remains unflinching in his optimism. Every cycle comes back around, Alan says, and this recession may be longer than we’ve seen in a generation or two but this is the time where people position themselves for success later on.

Alan attributes his success to his attitude, “attitude is altitude.” He reads quotes like these that guide his life every morning, and he believes that attitude is everything. In his eyes, capitalism is the best system the world has ever seen, and eventually this downward cycle will improve. During this upturn, it will be those who avoided the advice of pessimists and were patient who will amass the great fortunes of tomorrow.

When it comes to advertising Alan advises confidence in one medium. All good companies are built on advertising. You may have the best company in the world but if nobody knows about it your business will fail. Building an advertising campaign, too, takes patience. You have to educate your market before you can reap the rewards of your advertising. Instead of moving your advertising around and using a variety of means Alan recommends investing solidly in a small number and focusing your efforts on those. Patience and focus will drive your advertising profits higher and higher as time passes.

But in the end, success in all things comes from having a great attitude. This is the timeless and universal advice of Alan Schnurman, a man who loves what he does. When you love what you do you will have a great attitude, and that will lead to happiness every time. You will surely fail and fail often. But, if you stay enthusiastic and stay positive you will learn from your mistakes, and your eventual success will be worth it.

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Lawline President Presents on Leadership at the Levin Institute

David_Schnurman

Last night our president David Schnurman, spoke at the Levin Institute on the tools of leadership. He spoke through examples, sharing 15 tools he has used as leader of Lawline that has spurred impressive growth. Among these tools several key points stand out as important advice to carry whenever interacting with people. The first is attitude; you have to keep your game face on. Problems will come up and you need to be ready to handle them as they come without getting frustrated or stressed, then you can find a solution and move on.
Discipline is closely aligned with attitude because without a good attitude you can’t be disciplined. As a leader, David says you can’t try to control people because people resist control. Instead, people need to be self-motivated. It doesn’t help to over-manage or micromanage someone, to build self-motivation you must build the people around you to be their own leaders. David highlights the 8am meetings and focus on customers as examples here at Lawline that have helped create a culture of discipline. Lawline culture is also full of fun events and blogs and book reports that keep employees engaged with each other. By creating a team atmosphere where information is shared freely employees and leaders alike can impact each other with new exciting ideas.
The free flow of ideas and transparency within Lawline is a rare and important asset. By creating a disciplined culture but allowing transparency and idea sharing at every level of the organization David increases accountability and responsibility for everyone. At Lawline every idea is valued. When an idea works it sticks, when it does not a new idea grows. He is not worried when an idea fails because this is when the learning begins. David says he wants people to come to win, not to work.

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Book/Movie Review: The Social Network

The Social Netowrk, Directed by David Fincher

Book Report (Movie report this time around): The Social Network

This must come as a shock to everyone…me doing something involving a movie (I’m a movie critic on the side).  That being said, go with me on this one as a movie I saw this weekend actually fits really well into what we do hear, especially in terms of being the “Lawline Team”.

In ‘The Social Network’, we see how Mark Zuckerberg ended up creating Facebook.  We all would love Lawline to be as successful and profitable as Facebook is, and there are ways to make that happen.  The first way is to always be looking to do things better.  Like David is a fan of the 1% challenge and everyone finding a more effective way to do things, Mark Zuckerberg created Facebook as a hybrid between a website he drunkenly created to rank Harvard girls and the Harvard exclusive dating site that Cameron and Tyler Winklevoss asked him to create (one of the major plot points of the film is whether or not Facebook is a stolen idea, as most of his co-creators, as well as the Winklevoss twins, ended up suing Mark).  He saw a better way to do things.  We should take that to heart every single day that we’re here.  If something isn’t working, try something new.  Always be looking for ways to improve.

Another big point that we can take from the film is how to work as a team.  Mark’s anti-social behavior only hurts him and ultimately ends up costing him millions of dollars.  Being friendlier and having better communication skills would have done both him and the site a lot of good.  In our cases, working together can only help us.  Making a sale for someone else, buying lunch for someone having a rough week, even just popping into another office to shoot the breeze for a few minutes, these things make the work environment better and lead to more sales.  When we’re happy, we sell, plain and simple.  As much as anything, remember how much time we spend with each other…we see each other more than our families, so a friendly work environment is essential.

The last point that I’ll bring up is this: don’t let your personal life affect your sales.  Mark essentially went down the path of creating Facebook because his girlfriend dumped him.  In our case, a bad mood often leads to a bad sales day, or week.  I’m guilty of this as much, or more, than anyone, and it’s an easy thing to correct.  Just look up something on the computer that amuses you, and center yourself.  If that doesn’t work, just get out of your seat and take a quick walk.  We’re here for 10 hours, we all need to hit the re-set button sometimes.  Just make sure that when you’re on a sales call, you’re upbeat and excited about our product, or else the prospect won’t be either.

Finally, a shameless bit of self promotion…’The Social Network’ is a great film, and everyone should go see it…and then read my review at www.awardscircuit.com!

Posted in: Actively learning | 2 Comments
Permalink: http://www.furthered.com/2010/10/05/bookmovie-review-the-social-network/

PHP & MySQL for Dummies

 In my quest to learn a fraction of Vas’ knowledge, I continued my “For Dummies” reading, this time on PHP and MySQL.

The book discusses the dynamic parternship between PHP and MySQL and the advantages of each one. PHP is a scripting language that specifically was created for use on the web and allows the creation of dynamic web pages (pages that interact with customers, rather than serve as a static page) and also serves to communicate with the database management system, which MySQL is an example of.

In the relationship, PHP creates a connection with the MySQL server and sends an SQL message through the connection. The MySQL server interprets the message and follows the instructions, and sends a response. If it does not understand the message, an error report comes onto the web browser (I’m sure we can all relate to this part). SQL is the language used to add, delete, and edit information within the database.

An example of a relational database. Click to enlarge.

In the database, PK stands for “Primary Key”, and “FK” stands for foreign key. This example to the left shows how variables interact with one another. A variable may be a Primary Key in one field and a Foreign Key in another.

For example, Contact Name ID may be the Primary Key of the “Contact Name” field, and all the other variables are details describing that particular Customer Name ID. In another field, such as Contact Address, the Contact Name ID is a Foreign Key that is used to represent a description of that field’s Primary Key. Because the database is relational, the Contact Address field will thus share all the same information about that Customer Name ID that is described in the Contact Name.

Hopefully this helps shed a little light on databases.

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Permalink: http://www.furthered.com/2010/10/05/php-mysql-for-dummies/

Watch video of Max the Amazing

For some entertainment, click on the below youtube link of my 5 year old son Max volunteering at a magic show at the Hoboken Arts and Music Festival.  Max can teach us all to have no fear and to laugh at ourselves.  Also included are special appearances by me as his assistant.  Here is the youtube link. You can watch it in HD if you have a good internet
connection!

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All Marketers are Liars

images

In this book, Seth Godin makes the claim that all marketers are liars and all people are marketers. Whether you’re marketing your personal skills at a job interview or your product in a commercial; the essentials of marketing are found in each action. Thus, for Godin to call all marketers liars is to call every person a liar. However, Godin qualifies what he means by lying. He says that there is a transaction taking place between marketer and consumer such that a consumer is not really buying a product. Instead, the consumer buys a story. The story told by the marketer says how this new product will put new hairs on your head or allow you to lose weight while sitting on the couch, but no matter what the product is, people are buying the story and not the product itself. Consumers buy that story and believe it when the product works. Consumers believe the story and buy the product or they do not believe it and do not buy the product.
Godin says that although one might see this as a pessimistic view, he takes an unusually optimistic view when framing his own story. He sees the consumer landscape full of customers who are untrusting but who really want to believe stories that match the way they see the world. Most consumers have had it with bad products, they have been screwed in the past and this has made them distrustful. But, Godin says that these products do not have a sustainable business plan because they are lying to consumers and by telling an inauthentic story. No matter how good a story you tell, if your product doesn’t live up to that story, your business will fail. This is the heart of Godin’s book, he believes that businesses get successful largely through word of mouth (or word of tweet) and this form of communication has the power to make or break a company. If you tell a great story and your product doesn’t fulfill your promise, people will spread information smashing your company, or will spread no information at all.
If, on the other hand, your company tells a great story and fulfills the promise exceptionally, then your company will thrive because people will talk about it. This is why the lies must be truthful, as Godin paradoxically claims. To be successful, the story you tell with every action of your company must be consistent. This consistency impresses people who have grown distrusting of companies. Thus, at Lawline what story are we telling to our customers? How can we make it more authentic and communicate that authenticity in every action we take? And finally, how do we create that unbelievable story people can’t help but share with everyone who will listen?

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