Feature Article: Law Practice Management Series
by Mary G. Anderson, Life Management Consulting Group
In order to set up the routines and schedules in your law firm, it is critical to have specific systems, policies and procedures in place. These policies need to be read and understood by all of the employees, reviewed often and updated and followed. Plan ahead now and begin by
- Documenting a job description for each employee in your organization (including yourself)
- Documenting procedures for every task that occurs in your office (e.g. client intake, appointment setting, scheduling vacation time, etc.)
- Documenting and/or developing your annual business plan, marketing plan and quarterly goals and actions
- Developing a succession plan for your business (just-in-case)
Here are some more details to support you and your staff to begin to design scripts for both yourself (as the “leader of the pack”) and then for each member of your staff. If you look at some of the topics we discussed for setting up systems a couple of weeks ago, here are some more specific areas to consider creating a word-by-word script/plan.
Leadership Systems
- Do you have a script/outline that is followed during your 1st client meeting?
- Do you have a system and/or script for the document-signing meeting?
- Do you have a follow-up/satisfaction questionnaire for each client?
- Do you have a script/outline to use for your staff meetings?
- Do you have a ‘check-in’ script to use in regular meetings with employees
to provide 1-on-1 coaching in areas they need to improve? - Do you have a script/form for annual performance evaluations?
- Do you have a script/form/checklist for delegating tasks to your staff?
- Do you have a script/system for collections?
Employee & Staff Systems
- Does your staff/employees have a specific script on how to interact with clients to provide consistent professional decorum and communication– in person, on the telephone, in correspondence, etc.?
- Do you have a specific dress code for your office that is simple and easily communicated?
- Do your employees have access to a written set of Personnel Policies for your office? You might consider documenting the sick leave policy, vacation time off policy, payroll advances, etc.
Marketing Systems
- Do you have a written checklist to maintain your website and make sure the links are working properly and that it has been updated and the data is accurate?
- Do you have a written checklist for daily, weekly, monthly, quarterly and yearly marketing activities? Consider developing a newsletter/blog, greeting cards for holidays, live events or informative topic updates for your clients?
People often resist using scripts because they seem canned or formal. Imagine a battle ship or Navy submarine working without specific systems, shifts, rule books, methods of operation, etc. A script becomes second nature and it provides a strong foundation for staff emergencies, employee turnover, vacation back up issues, etc. By having all activities and systems documented– it allows you to measure what works and what doesn’t.
Remember that we are all in the service business. Top-knotch service and attention to detail wins all! It feels great when someone shows the respect, care and understanding that is necessary in a positive, successful business transaction. Use a script so that you and your staff present a consistent brand of service that is both predictable and measurable.
Quote To Ponder
“It is better by noble boldness to run the risk of being subject to
half the evils we anticipate than to
remain in cowardly listlessness for fear of what might happen.”
~Herodotus
About the Author:
Mary G. Anderson, is the Program Director at Advanced Legal Training Institute. She also provides client service programs through her company, Life Management Consulting Group. Many estate-planning attorneys have clients that are in need of guidance and support as they manage their elder years. Mary offers 1-on-1 coaching support for families that are facing some of the challenging aspects of end-of-life/eldercare such as choosing/evaluating a nursing home/assisted living center, professional organizing of important papers and documents, estate settlement and support with funeral planning, grief and loss. These consulting services assist clients who are either in 1) the midst of handling a death of a loved one and executing their estate and/or 2) a client who has decided to get organized and plan ahead by completing their will, organizing their important papers, completing a checklist of final wishes and creating a legacy will. Mary is the author of “My Estate Management Guide“, “Pet Protection Legal Care Plan: Financial and Legal Planning to Protect Your Companion Pet” and a Certified Mediator & Estate Settlement Agent.
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