A North Carolina administrator follows an extremely simple formula to calculate the attorneys' monthly and yearly profitability. It also shows them their own profitability compared to the other attorneys'. Originally, the firm showed them only the billed hours, says the financial manager for the seven-attorney firm. But that wasn't enough. The billed hours alone were not a … [Read more...] about A simple way to rate attorney performance
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Orientation program sends new hires in the right direction
Staff orientation ensures a good start on the job. No matter what the work, the employer/employee relationship is made or broken in the first 90 days, says the director of administration at a 37-attorney office in California. It's during those first three months that people conclude either "I've made a good decision" or "What have I gotten myself into?" So to point new … [Read more...] about Orientation program sends new hires in the right direction
Easy-to-use interview system guarantees a good match between secretary and attorney
For secretarial interviews, an Ohio administrator uses the approach that includes everything—attorney input, staff input and even observations from the receptionist. At the 25-attorrney firm in Dayton, the administrator set up the system not only to make sure the applicant is qualified for the job but also to evaluate how well the secretary will work with the attorney and … [Read more...] about Easy-to-use interview system guarantees a good match between secretary and attorney
Never-ending training
No manager can set expectations without giving staff the tools to achieve them, says a California administrator. And the main tool is training that never ends. At her office, Patricia Board starts the training on the first day a staffer comes in. She gives the newcomer a check-off list of both job and office basics and spends several hours going over each item. "Those are … [Read more...] about Never-ending training
Pick up on these revealing “non-verbal cues” to avoid hiring problem staffers
Good interviewing requires resume evaluation and a bit of psychology, says Scott Ford, manager of a professional office in Utah. It's not just what candidates say but how they say it. And Ford should know: he's a licensed clinical social worker, and as manager he applies his skills in therapy and counseling to interviewing. Look for other clues Beyond the resume, Ford says … [Read more...] about Pick up on these revealing “non-verbal cues” to avoid hiring problem staffers
Law firm focuses on elder client needs
An elder law practice deals with non-legal issues other firms rarely encounter, says the founder of a seven attorney elder law firm in North Carolina. Often a client is accompanied by an adult child and confidentiality becomes a concern. Often both spouses are clients and one is incapacitated, opening the door to the question of whether the spouse has the mental capacity to … [Read more...] about Law firm focuses on elder client needs
Unique client communication approach gives small firm a huge marketing advantage
Like many small firms, one Michigan office operates in a precarious environment. With only two attorneys and four staff, it faces heavy competition from larger firms as well as from firms opening satellite offices. And because the city itself is small, the client prospect pool is limited, says the administrator of the office. So the firm devised a … [Read more...] about Unique client communication approach gives small firm a huge marketing advantage
Louisiana firm bases attorney bonuses on amount collected
A Louisiana firm set up an attorney bonus program that rewards not the amount billed but the amount collected. It is attorney-specific, which means the good performers get rewarded accordingly. And the payouts are given every quarter. The program rewards the quality producers, the attorneys who not only put numbers on the books but whose efforts and billable hours … [Read more...] about Louisiana firm bases attorney bonuses on amount collected
How to protect your client data while complying with PCI anti-fraud measures
What would you do if you were asked to install monitoring software on your network? Gary Allen Gardner of Rosi & Gardner, P.C. in Traverse City, Michigan, shares how he resolved a recent troubling request his firm received. We were contacted by our credit card processing company, regarding "PCI Compliance" (Payment Card Industry). By email and subsequent list of … [Read more...] about How to protect your client data while complying with PCI anti-fraud measures
Tackle silly problems with silly solutions and boost morale
For the small problems inherent in any office's staff, one manager has two easy solutions: humor and once-a-day positive notes. The humor comes in the form of silly contests to solve equally silly—though very human—problems. "They're nonsensical, but they reduce tension," says the Georgia office manager. One, for example, was an ongoing complaint that nobody replaced the … [Read more...] about Tackle silly problems with silly solutions and boost morale