Working the Wow!

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.

• [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

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

• DeVaughn James Injury Lawyers’ Phone Number: 316-888-8888
• DJ WINS for Kansas
• Chad Dudley
• Micki Love
• Arnie Malham
• Bill Biggs

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.

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.

• [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

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

• Daniel Stark Injury Lawyers
• Daniel Stark Injury Lawyers’ phone number: 1-800-888-8888
• What is Emotional Intelligence?
• Our Core Values

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.

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.

• [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

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

• Parrish DeVaughn Injury Lawyers
• Parrish DeVaughn’s phone number: 405-444-4444

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.

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.

• [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)

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

• Worth Doing Wrong
• Chad Dudley
• Micki Love

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.

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.

• [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

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

• Chad Dudley
• Micki Love
• cj Advertising

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.

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.

• [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

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

• Vista Consulting
• Arnie Malham

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.

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.

• [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

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

• Great by Choice: Uncertainty, Chaos, and Luck--Why Some Thrive Despite Them All
• Good to Great: Why Some Companies Make the Leap and Others Don't
• cj Advertising
• Vista Consulting

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.

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.

• [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

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

• SMS-Magic
• Salesforce AppExchange

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.

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!)

• [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

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

Connect: LinkedIn

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

• Northwell Health
• Plainview Hospital | Northwell Health
• The Difference Between Empathy & Sympathy

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.