Earlier this month, I wrote about the importance of systematizing certain aspects of your practice. Now that we know why we need systems, this post will discuss what kinds of systems you need, and how to create them, regardless of the size of your firm.
How do you create systems?
Once you determine what tasks or functions you’d like to systematize, you need to document the steps and the timing as you’re performing them – in real time. Although this may take some time and energy up front that isn’t billable per se, the time and mental energy saved in the long run is well worth the investment.
Here are some things to consider when creating a system or procedure:
* Strategy – what is the purpose of this particular task or set of tasks?
* How does this activity or set of tasks provide value for your clients?
* What can you do, or how can you perform this task in the most effective manner?
* Who should be assigned to perform the task? Are we leveraging correctly here?
* Does this task require more than one person? If so, how will they work together?
* If there is a series of tasks, is there a particular timeline that must be followed?
* What is the order the tasks should be performed in?
* Is there a way that we can perform this task differently than our competitors to make it a selling point or a reason clients will hire us over our competition?
* Can we simplify this tasks or set of tasks?
* Is this activity really necessary?
Think strategically about the best way to accomplish tasks within your practice and document the process. If necessary, carry a small tape recorder and explain what you’re doing as you do it. You can have someone transcribe the tape later to begin creating your procedure manual. Or have someone take notes while you perform a task that you want to document.
Put it in writing
Don’t forget one of the most important rules of planning and procedure: Put it in writing – virtual plans are virtually useless.
Once your systems and procedures are in place, don’t forget to test and revisit them from time to time to ensure that they remain valuable to both you and your clients.
Over time, having the systems and procedures documented will create a more effective practice and will allow you to focus your attention on the legal issues and the client’s needs. You’ll be more motivated to take action.
Don’t give up because it’s too distracting to keep up with everything that has to be done in your practice – making and following the rules will help you play the game to win and pave the way toward great lawyering and excellent client service.
For example, to create a system for intake, you might:
- Determine what information you need to obtain from every client (or every client in a particular practice area). Although every matter is different, you should know at least the categories of information you need to obtain from clients during an initial interview or consultation, the documents you'll need to obtain, etc.;
- Create a checklist or questionnaire for use with every client so you don't forget anything;
- Create templates or form letters to follow up with potential clients;
- Create templates or forms for your retainer agreement and engagement letter;
- Create a timeline or list of items to follow up on after the initial intake, and enter any deadlines or follow up dates into your calendar system for follow up;
- Include WHO will do WHAT (i.e. perhaps the lawyer does the initial consultation, but a staff member enters the information into the computer, etc.)
Even if you don't know all of the dates at the outset, you should be aware of the general steps or stages the matter will progress through. Document the steps and the deadlines for completing them. For example, if you're a personal injury lawyer, enter the statute of limitations date and the date you anticipate filing the complaint, as well as dates to follow up for the defendant's Answer or to prepare default motions, etc.
Once you've got systems in place, make sure that you include a plan for reviewing those systems and checking to ensure that the work is being performed - build those checks into your system at specific milestones wherever possible.
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