Join us as we sit down with Samantha Brandshaw, founder of InLine Legal, Virginia's pioneering 100% virtual law firm, specializing in small business and intellectual property law. This episode is a treasure trove for entrepreneurs and business owners looking to navigate the complexities of client management and legal frameworks in both local and online business landscapes.
What You'll Learn:
This episode is a must-listen for anyone committed to elevating their business, enhancing client satisfaction, and mastering the legal and communication skills essential for success in today's competitive market. Whether you're a seasoned entrepreneur or just starting out, join us for an enlightening conversation that could transform the way you think about contracts, client expectations, and communication in business.
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Welcome to the Six Figure Business Mastery Podcast, where every week, Kirsten
Speaker:and Jeannie dive into the essential topics to fuel your business growth.
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Speaker:You haven't thought much about what's in your contract.
Speaker:or um, how important it is to align your expectations or your client's
Speaker:expectations in your contract.
Speaker:You're going to want to listen up today and hear from our friend Samantha.
Speaker:So today I am thrilled to introduce to you Samantha Branshaw.
Speaker:Her company is InLine Legal and she is the founder and it's Virginia's
Speaker:pioneering 100 percent virtual law firm.
Speaker:She specializes in small business and intellectual property law.
Speaker:She's dedicated to safeguarding entrepreneurs and creatives
Speaker:from legal pitfalls.
Speaker:Thankfully, we have people like her.
Speaker:With a history of working overseas, she brings a global
Speaker:perspective to her practice.
Speaker:Operating between Brazil and Hampton Roads, Virginia, she harnesses the power
Speaker:of the internet to deliver affordable, precise, and accessible legal solutions.
Speaker:Teaching entrepreneurs to shield their assets and thrive in this digital age.
Speaker:So today we're going to talk about how local businesses owners.
Speaker:can align client expectations with their contract terms.
Speaker:So thank you so much for being here today, Samantha.
Speaker:We're so thrilled to have you.
Speaker:Thank you so much.
Speaker:And I'm excited to help people get in line.
Speaker:I love that.
Speaker:Obviously you went into law.
Speaker:Did you actually ever practice for a larger law firm before
Speaker:you started your business?
Speaker:I did.
Speaker:I practiced for five years for a multinational firm that was
Speaker:based out of Beirut, Lebanon.
Speaker:While I was there.
Speaker:We helped Lebanese companies go abroad and we helped non Lebanese
Speaker:companies work their way into Lebanon.
Speaker:So we were doing global corporate tax structure, trying to make sure
Speaker:privacy policies were keeping up with the myriad of different countries
Speaker:that were releasing privacy policies at the time, privacy law at the time.
Speaker:This was a huge thing.
Speaker:Multinational corporate conglomerates, all the big boys and they were lovely,
Speaker:but working with the smaller players, the ones that are actually bringing
Speaker:those dollars into their communities rather than just a big Swiss bank
Speaker:account was a lot more fun for me.
Speaker:So that's why we opened up in line after I left Lebanon.
Speaker:That's amazing.
Speaker:And so.
Speaker:I love when people have the story of going from corporate to being self employed.
Speaker:Yeah.
Speaker:So what were your biggest aha moments when leaving corporate
Speaker:and starting to work for yourself?
Speaker:The biggest one was that being a manager and an employee at
Speaker:the same time is really hard.
Speaker:I'm not very good at being both.
Speaker:I'm good at being one or the other.
Speaker:And to be honest, I think I might be a terrible employee at this point.
Speaker:I think a lot of business owners can resonate with that moment
Speaker:of I am officially unhirable.
Speaker:To corporate world at this point, it's not going to work.
Speaker:I think I've been there all my life and Jeannie's been
Speaker:there for the past 15 years.
Speaker:I am just so excited to hear all of your valuable information today.
Speaker:And I think it's, I think it's important because you are a business owner.
Speaker:So, you know, what other business owners are going through and how
Speaker:hard it is to wear so many hats and how legal terms can be overwhelming.
Speaker:So, I'm really excited to hear some of your advice for our listeners today.
Speaker:I'm super excited to get into it.
Speaker:Entrepreneurs are so used to wearing 10 million hats and doing 10 million
Speaker:things at any given time of day.
Speaker:So trying to be able to give those business tips and short, accessible
Speaker:platforms, like what y'all offer, I think is such an important moment
Speaker:because we can't absorb it all at once.
Speaker:It's not possible.
Speaker:Right.
Speaker:It's finding that 1 percent every day that allows us to get a little
Speaker:better, a little more protected, a little more stronger, and just have
Speaker:that better foundation under you.
Speaker:And that's how we get to the business of our dreams, right?
Speaker:It doesn't happen tomorrow.
Speaker:No, it definitely doesn't.
Speaker:And as a business coach, I've been working with clients for 16 years now.
Speaker:And it's really interesting how using a contract can be so scary for them.
Speaker:Yeah, it really can.
Speaker:I think there's a few pivotal moments as a business owner where you suddenly
Speaker:realize what I'm doing is real.
Speaker:There's people depending on me.
Speaker:There's expectations involved.
Speaker:There's all of this that comes with it, whether it be you sign
Speaker:a lease for a physical space.
Speaker:You get your first client that has a dollar figure that scares the bejesus out
Speaker:of you, or you hire your first employee.
Speaker:These moments, they're so pivotal and scary.
Speaker:The first version of any of this, it's scary.
Speaker:So I think having some advice on when to go in and look at these moments,
Speaker:not only from business coaches, your marketing people, your accountant,
Speaker:Also, of course, you're legal.
Speaker:I have to drop in there.
Speaker:Um, it's, it helps you make that experience less scary.
Speaker:And one of the ways that I really like working with people is making
Speaker:sure that their processes line up with their contract terms.
Speaker:That way we can make sure their client expectations that they want, the
Speaker:experience they want their clients to have, is clear from the get go.
Speaker:That's powerful.
Speaker:Samantha.
Speaker:Can you give us an example of that?
Speaker:Obviously not a client's name, but can you give us a great example of that?
Speaker:Absolutely.
Speaker:Something that we do for our longer term clients that I think is a
Speaker:bit unique in the legal world.
Speaker:Whenever a new service, a new product is about to launch and you have a series
Speaker:of emails or communications through SMS.
Speaker:Depending on whatever works for your marketing and that's going to be
Speaker:attached to that product or service.
Speaker:When that goes out, we work with our clients to actually go through that
Speaker:communication and make sure it's very clear of an in person service.
Speaker:What's the rescheduling policy taking that core term out of the contract and
Speaker:putting it into the client communication?
Speaker:Long before there's ever an issue of, oh my god, I have to reschedule, right?
Speaker:Let them know what the repercussions of that are, what
Speaker:the consequences of that are.
Speaker:And then the way that I really try to write contracts is
Speaker:to make things an incentive.
Speaker:So when you're talking rescheduling or cancellation policy, especially
Speaker:for in person services unique that require one on one attention, creating
Speaker:a circumstance where The earlier they need to, they can reschedule, right?
Speaker:The more notice that the business owner has, the more likelihood that the
Speaker:business owner has of being able to find a different person to fill that slot.
Speaker:So, the business owner isn't out any money, but making sure that you're
Speaker:maybe reducing the cancellation fee.
Speaker:If it's earlier in the process, or having none, if it's early enough
Speaker:in the process that you really can't find somebody and it's no issue.
Speaker:But telling your client that in the communication before the service
Speaker:ever starts allows them to be aware of, oh, this is what I have to do.
Speaker:I understand why this is happening now.
Speaker:And explaining that to them.
Speaker:We booked this time for you and only you.
Speaker:And the reason we do that is so we can focus wholly on you and your
Speaker:experience with us and our company.
Speaker:But if you need to reschedule, we understand life happens.
Speaker:Please refer to this rescheduling policy that's very clearly written
Speaker:in our contract and we're going to give it to you long before
Speaker:you ever show up for our service.
Speaker:We want to make sure you understand what's happening here and how
Speaker:to make it good for you and us.
Speaker:Because that's what sets the raving reviews, the happy clients, those
Speaker:expectations, those client expectations, with the experience that you as a business
Speaker:owner want to create for your clients.
Speaker:It's so interesting how clients can have incredibly unrealistic expectations.
Speaker:An example of that is with our program, the Marketing VA Advantage, we actually
Speaker:interview and vet virtual assistants, and then we put them into a paid internship.
Speaker:So we have, we're investing money in the, in the interns that we're training.
Speaker:Setting out a contract that aligns with your expectations and hopefully
Speaker:communicating those to your client will make it so that we've set
Speaker:the rules of the board game.
Speaker:That's all we've done.
Speaker:We can't control the number that the die rolls.
Speaker:It's impossible.
Speaker:But we can set up the foundational rules to give everybody a guideline of
Speaker:like, how this process is going to go.
Speaker:But I can guarantee we'll give you a good person, and if it's clear that
Speaker:they're not a good fit, let us know, like within a certain time frame, and
Speaker:we will do our best to make it right.
Speaker:Absolutely.
Speaker:Yeah.
Speaker:And I think we try really hard.
Speaker:Do we explain that in our process?
Speaker:It's definitely very clear in our contract.
Speaker:It's just one of those things where sometimes you think, okay, if someone
Speaker:would have that expectation, maybe they're not as good as a client, right?
Speaker:Because again, that's, at some point you have to understand as a business
Speaker:owner, time and money and value, right?
Speaker:Yes.
Speaker:If it thinks our time isn't worth anything and we can just keep hiring and training
Speaker:people for them forever and ever, then that's what that's going to be for us.
Speaker:So it's interesting.
Speaker:Yeah.
Speaker:Yeah, and I think that's really important to point out too, that even
Speaker:if you tell your people and it's in the contract, you gotta tell them again.
Speaker:Okay, you got to tell him again.
Speaker:And if something's still not clicking there, then a process that we recommend
Speaker:everybody go through with their attorney is we keep a pooh list to try to
Speaker:keep this PG of look what went wrong.
Speaker:Just what went wrong in the past 3 months and you can do this
Speaker:whatever time period you want.
Speaker:I recommend 3 months.
Speaker:If you've got like a regular attorney that you work with to keep your
Speaker:contracts updated and every time we're like, okay, is this something
Speaker:that we can address in the contract?
Speaker:Is this something that we can address in the communication?
Speaker:Even if it's already in the contract?
Speaker:Is this something we can address in the process?
Speaker:If it's already in both of those, if not, then it goes back to the question of.
Speaker:What does your intake process look like?
Speaker:How are you interacting?
Speaker:That's when I send people over to the marketing people.
Speaker:I'm like, there's, this is an issue I can't help with.
Speaker:This is out of my world at this point, but I know where the issue might lie.
Speaker:So you might want to go have a conversation with another
Speaker:professional at this point.
Speaker:Yes.
Speaker:And like you said, I think re evaluating what didn't work because there's always
Speaker:things, and that's the only way we can improve is if we really look at what
Speaker:happened and then question like, how can we prevent it from happening again?
Speaker:Or how can we improve?
Speaker:So we don't attract that those clients.
Speaker:So I do have another question for you.
Speaker:So in the online space, we have a lot, you have a lot of people who are very
Speaker:good at sales calls and they'll get that person excited and they take their credit
Speaker:card number, right, right there on zoom and type it in and process it that way.
Speaker:And then send the contract to them later.
Speaker:How do you view that process?
Speaker:Oh, I don't, I'm not a fan.
Speaker:Please don't do that.
Speaker:I.
Speaker:Okay, one, just on a personal level, for me that's a very growy, pressure,
Speaker:sales marketing tactic, and I personally don't align with that world.
Speaker:Had those tactics done on me, they work!
Speaker:They do work, that's why people do them.
Speaker:I understand.
Speaker:Legally, however, if you've accepted money and you haven't shown, given
Speaker:somebody at least a chance to look at the contract, much less sign it before
Speaker:you've accepted their money, The default rules in your state are gonna apply
Speaker:to you about late fees and refunds and how you have to provide the services.
Speaker:If they do a chargeback and call the credit card company and say, I didn't
Speaker:buy this service, you're in a world of hurt if you're playing this game.
Speaker:Because you no longer have the evidence to walk up to the bank
Speaker:and say, no, I did this right.
Speaker:Or God forbid it winds up in a courtroom with like small claims
Speaker:or larger than that somehow.
Speaker:Evidence is no longer on your side.
Speaker:You've put yourself in a bad position from the start.
Speaker:Is that really worth it?
Speaker:I can't answer that question for you.
Speaker:My job as a lawyer is to point out the risks and tell the business owner,
Speaker:Look, it's your risk mitigation.
Speaker:It's your risk assessment.
Speaker:It's what you're comfortable with.
Speaker:I don't like that practice for all of those reasons.
Speaker:I think for Jeannie and I, it's not even just about risk.
Speaker:It's about, we have a contract, like you said, to set expectations, to
Speaker:make it clear how we work with people.
Speaker:And I think if you're not proud of the terms in your contract, then you need to
Speaker:go back and talk with your attorney about how do you make sure that you, right?
Speaker:Is that who would you?
Speaker:Please, I beg of you.
Speaker:And look, maybe you're not.
Speaker:Maybe it's more than you're not proud of the terms.
Speaker:Maybe you grabbed it off of Google.
Speaker:And you just don't know what's in it.
Speaker:I am putting no shame.
Speaker:Absolutely none.
Speaker:I think most business owners have been there at some point in time.
Speaker:Legal seems expensive when you're first starting out.
Speaker:Right?
Speaker:When you don't know if this business is gonna work.
Speaker:When you don't trust that it's worth investing into.
Speaker:And when you haven't bet on yourself yet.
Speaker:I get it.
Speaker:You try to piecemeal stuff together.
Speaker:But we talked about those moments in the business where you're
Speaker:like, Oh my God, this is real.
Speaker:You, and it sinks in finally, I think getting a decent contract together
Speaker:is one of those moments, but you do have to have faith in yourself at that
Speaker:point that it's worth that moment.
Speaker:And if you're grabbing it off of Google, let's be real.
Speaker:You don't know what's in it.
Speaker:You didn't read that thing.
Speaker:Not really.
Speaker:Do you read the contracts every time they update iTunes?
Speaker:No, that's fine.
Speaker:That's not your zone of genius.
Speaker:That's not what you opened this business to do.
Speaker:So go do what you want to do, and don't let somebody else handle this
Speaker:nonsense that you don't need to think about until something goes wrong.
Speaker:And hopefully they're proactively trying to prevent it from going wrong.
Speaker:Yeah, and industry's changed.
Speaker:Look at AI.
Speaker:That has come in.
Speaker:All the time.
Speaker:And now we've got to have all different kinds of other parameters around
Speaker:what's acceptable, what's not, what we're responsible for, what we're not.
Speaker:So yeah, I can imagine that just changes all the time.
Speaker:Oh, yeah.
Speaker:And that's why regularly updating, especially your main client contract, like
Speaker:your signature program, your signature service, your signature product regularly,
Speaker:and put it, put a note in your calendar.
Speaker:That's why that's so helpful because you don't know what you don't know.
Speaker:And you don't know how much the industry changes, especially with AI.
Speaker:Things have been rapidly moving the past year.
Speaker:They have technology now that it just, they just send out bots to find out
Speaker:if you're using b roll or images or copy that you're not licensed to use.
Speaker:And then you get a letter saying this is copyrighted and you're using it and
Speaker:you've been using it for this long.
Speaker:So you owe us this much money.
Speaker:It's not even the company who owns it.
Speaker:It's these third party companies who are out there searching and then they
Speaker:go to the company that owns it and says, Hey, we found a, someone who's
Speaker:using it without permission, we'll collect the money and split it with you.
Speaker:And a lot of times the companies say, okay, so it is crazy that there are
Speaker:businesses set up just to find people who are using things that are copyrighted
Speaker:or trademarked that they do not have permission to use for the business.
Speaker:That initially created that intellectual property.
Speaker:It becomes a free revenue stream.
Speaker:So what other things do you think are important for business owners
Speaker:when it comes to contracts and clear communication with their clients?
Speaker:I think apart from what we've already touched on, making sure that
Speaker:those contracts are getting updated regularly to keep up with industries
Speaker:and the changes in your process, things that haven't gone right.
Speaker:Making sure that you're communicating that to your clients, because
Speaker:that helps set boundaries, prevent issues, more than you'll ever know.
Speaker:I can't tell you all the issues that were prevented by that one line in the
Speaker:contract, but I can tell you it did.
Speaker:There is also a moment of making sure that your contract matches
Speaker:your operations and process.
Speaker:We've hinted at this a little bit through this conversation.
Speaker:But, If you have, for example, a set of automations that sends
Speaker:out a, a message that says, like, today's your last day to reschedule.
Speaker:That's helpful and make sure that lines up with to the timeline and your contract of.
Speaker:I don't know.
Speaker:Today's the last day to reschedule for free, and that's 30 days out
Speaker:for your one on one service, making sure that matches up, because if it
Speaker:goes out 15 days beforehand, and on that day, your clients, oh my god,
Speaker:I just realized I can't do that day.
Speaker:You're now put in a terrible position of, do you say, oh, sorry, our
Speaker:contract actually says 30 days.
Speaker:The super proactive business owner that's really just trying to understand that
Speaker:life does happen and you're trying to make this process smooth and painless
Speaker:for absolutely everybody involved.
Speaker:So we normally work with folks like that, making sure, especially
Speaker:the automations, because once we set them, we tend to forget them.
Speaker:Making those regular check ins of, okay, we changed one thing.
Speaker:What is the trickle down effect of all of the different spots in the
Speaker:whole business that this affects?
Speaker:That's really important to, to be aware of.
Speaker:Yes, that's actually one of the things that we're working on right
Speaker:now is just going through all of our funnels and all of our workflows
Speaker:and make each of the message isn't aligned with what we're doing right
Speaker:now, but it's time consuming, right?
Speaker:Yeah, so it's hard to block out that time and that's, and it's not fun.
Speaker:Let's face it.
Speaker:But look, if every part of running our business was fun, everybody would do it.
Speaker:We know that.
Speaker:But the reality is you don't have to do it alone.
Speaker:You can build a team of professionals that support you.
Speaker:You can have your squad of fellow business owners that understand this
Speaker:nonsense, crazy life that we're building because it can feel very isolating.
Speaker:But making sure you're building that support system, I think that's what
Speaker:makes this whole process a lot easier.
Speaker:And if you're looking for legal support, I'd be happy to chat with you.
Speaker:I may not be the person to help you, but I am happy to check my network and see
Speaker:if there is somebody that is a good fit.
Speaker:If I'm not that right person.
Speaker:And I'm very upfront about that kind of stuff.
Speaker:I would love for y'all to contact me.
Speaker:Hit me up for that kind of thing.
Speaker:What's the best way for people to reach out to you?
Speaker:Samantha.
Speaker:You can find me quite easily on, on generally Instagram and the website.
Speaker:The handle is the same as the website.
Speaker:By the way, this is a good thing for branding tips to
Speaker:be a build trademark power.
Speaker:It's inline legal because we help business owners get in line with legal.
Speaker:Thank you for being here today.
Speaker:But I truly love the fact that you're saying, reach out to me.
Speaker:If I'm not the right person to help you find that person.
Speaker:And I really appreciate that about you.
Speaker:And I'm so glad you were here today.
Speaker:Thank you.
Speaker:Thank you.
Speaker:Thank you.
Speaker:Oh, it's been my pleasure.
Speaker:Thank you all so much.
Speaker:Thanks for listening to the Six Figure Business Mastery Podcast.
Speaker:If you enjoyed listening to this episode and you are ready to leverage video
Speaker:marketing on all online platforms, or maybe even start your own video
Speaker:podcast, then you need to check out the Done For You and Done With You
Speaker:program at themarketingvaadvantage.
Speaker:com and take your business to the next level.