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RISK MANAGEMENT

How to reduce the risk of in-office theft

Theft in law firms comes from all corners, from staff to partners.
“It happens more than people realize,” says St. Louis legal management consultant John W. Olmstead, MBA, Ph.D, CMC. In fact…


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STAFF TRAINING

Break down barriers with peer-to-peer training

The best staff training, says a Missouri manager, is the training staff give one another. And at her office, her staff of 25 do just that. They hold training sessions for one another on a “when-needed, what’s-needed, and…


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MANAGING THE OFFICE

Missouri administrator tells how to move your office in just one weekend

A St. Louis administrator was able to complete an office move in just one weekend by dividing staff into teams and giving each one…


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TRACKING PROFITS

Use this one easy chart to track attorney profitability

A St. Louis administrator has developed a simple chart that tracks the monthly and yearly profitability of each attorney…


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MANAGING STAFF

When co-workers can’t get along

Julie A. Aarup, office administrator at the Missouri firm Honigman Miller Schwartz and Cohn LLP, had a problem that many…


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CUSTOMER SATISFACTION

Client survey hits hard on cost satisfaction

Some firms survey their clients in person. Some by phone. Some by mail.
But a Missouri insurance defense firm wastes no time. It sends its evaluation form to the claims adjuster at the same time the last bill goes out. And it’s appropriate timing, because most of the questions cover the company’s satisfaction with the cost of the matter.
The response rate is high, reports the firm administrator. As much as 98% of the clients fill out…

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CLIENT RELATIONS

The ethics of refusing business and parting company with a client

Attorney-client relationships can get mighty tenuous. And either side can be at fault.
Here are three issues that cause great concern – turning down a prospect, firing a client, and getting fired by a client.
They are explained by Michael Downey, a partner with Armstrong Teasdale in St. Louis whose practice focuses on professional legal, risk management, and ethics issues. Downey is also chair-elect of the American Bar Association’s Law Practice Management section.
No, we don’t want their business
First is the issue of rejecting the business a prospect offers.
It’s not as easy as it appears, Downey says. It’s not enough to say, “thanks, but no thanks,” and show…

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