A Chicago law firm goes the extra mile to ensure client satisfaction, sometimes even getting on a plane to do so. Like many firms, 37-attorney firm sends out client satisfaction surveys. But unlike most firms, it gets the responses via in-person interviews held at the clients' places of business. The visits are limited to the largest revenue-producing clients, says the … [Read more...] about Chicago firm discovers in-person interviews can sharply increase client service and satisfaction
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Firm benefits from employee benefits
A firm's attention to employee satisfaction has earned it the ranking of best place to work in the state—for five years in a row. The recognition program is sponsored by the state Chamber of Commerce, and the firm has been at first place since it began. According to the human resources manager, there are four items that stand out in what the firm provides for both staff and … [Read more...] about Firm benefits from employee benefits
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 … [Read more...] about Client survey hits hard on cost satisfaction
Wellness is a staff benefit and a productivity builder
A Miami firm has set up a wellness program that carries benefits for the attorneys and staff as well as for the firm itself. The firm began the program simply because promoting healthy living "is the right thing to do" in the working world, says Mario M. Rumasuglia, director of administration at Berger Singerman, which has 70 attorneys and 170 staff. And it's a win for both … [Read more...] about Wellness is a staff benefit and a productivity builder
Have this one simple conversation to end staff’s personal Internet use
The manager of a Mississippi professional office relies on a basic management practice when she presents any new policy. “I make it a win-win situation,” says Beth C. Pharr. “I tell staff ‘this why it’s necessary, and this is how it benefits you.’” Such was the case when she set a policy to solve a problem common to almost every … [Read more...] about Have this one simple conversation to end staff’s personal Internet use
Creative approach to employee tardiness results in improved productivity
Broad and Cassel, a Florida-based law firm with nine locations across the state, wanted to address the issue of employee tardiness and explored the possibility of implementing a flexible schedule for support staff. "I took into consideration that my staff is composed of many parents/single parents," says office administrator Lourdes Sanders. "A flexible schedule would give … [Read more...] about Creative approach to employee tardiness results in improved productivity
Large firm gives staff a committee voice
Like any law firm, a large firm in Maine has many committees. And until recently it restricted membership to the attorneys. No more. The office started giving membership in just about all of its committees to staff. The move came as a part of strategic planning when the firm was discussing how it could become the employer of choice in the area, says the administrator. The … [Read more...] about Large firm gives staff a committee voice
Seattle office provides financial education for staff
"People aren't necessarily financially literate," says Ann S. Callahan, human resources manager for Helsell Fetterman, a 30-staff, 30-attorney firm in Seattle. Personal finance "is not something they learn in school." As an HR person and a long-time administrator of 401k plans, Callahan has seen "a wide range of ways people use their plans and how they don't use them." She … [Read more...] about Seattle office provides financial education for staff
How one NY firm uses surveys to get repeat clients
Like many firms, an Albany, NY, firm surveys its clients each year. But it takes a different approach. It focuses on whether the clients feel the firm has their interests at heart. And in the end, it sends the clients the results of the study and what the firm has done in response. "We began it because we wanted to make sure we were providing clients what they needed," says … [Read more...] about How one NY firm uses surveys to get repeat clients
Paid time-off gives unquestioned days off plus a bank for catastrophes
The standard days-off policy has two downfalls, says the office manager of a professional office in North Carolina. One is that it isn't fair, because some people abuse the sick leave and turn it into extra vacation days. The other is that keeping track of how long each person has been out and for what is a nightmare. So the office manager moved to a paid time-off policy … [Read more...] about Paid time-off gives unquestioned days off plus a bank for catastrophes