A few yr in the past, I took the StrengthsFinders evaluation. My high power was Maximizer. (Positivity is my No. 2, so I’ll use it to maintain this text upbeat.) Being a Maximizer signifies that I’m the kind of one that is at all times in an enchancment mode. For me, I at all times suppose that processes may be made higher. That is how I method a lot of what I do.
A problem for Maximizers is knowing that not every part can go from good to nice shortly. We now have to discover a stability and embrace a “executed is best than good” mentality. The perfect half about being a Maximizer is seeing good, making it higher, and frequently testing and enhancing — something.
Improvements in know-how are forcing legislation corporations to enhance greater than ever earlier than. In case you solely keep on with what you understand and what has labored, you’ll miss altering traits within the market. Adopting a process-improvement mindset will put your legislation agency on a distinct, forward-facing trajectory.
I’ve spent a lot of my time refining the shopper expertise at my agency. I imagine that consistently enhancing processes is one thing that each legislation agency proprietor or supervisor should prioritize. Why? As a result of it helps us to see how our purchasers expertise working with our agency, how know-how aids our observe, and the way our staff perceive their roles. With refined processes, you’ll be able to construct effectivity since you’re not losing time doing duties from scratch each time. For instance, I take advantage of Lawmatics, deliberately constructing my onboarding for brand new clientele. It was frequent to ship huge packets with paperwork within the mail within the Earlier than Occasions. (Now they’ll onboard digitally!)
After a shopper pays their payment, they begin the onboarding course of instantly with an e mail, textual content, and video welcoming them to the agency. Within the video, I clarify our agency values, processes for finishing an property plan, and insurance policies, together with expectations, timelines, refunds, and greatest practices for a good looking expertise on the agency. I additionally give them info on the right way to contact us if one thing goes improper. Sounds easy, proper?
So, what are some methods you’ll be able to enhance processes at your agency? Can you determine flat charges, giving purchasers a extra streamlined billing expertise as a substitute of month-to-month payments? May you refine your off-boarding — ensuring that that shopper receives a present and is texted for a assessment? Maybe you’ll be able to streamline your follow-up course of for previous purchasers to make sure they do issues like funding their belief or updating beneficiary designations?
What does course of enchancment seem like for you? Please e mail me at firstname.lastname@example.org; I’d love to listen to what you need to say.
Iffy Ibekwe is the principal legal professional and founding father of Ibekwe Legislation, PLLC. She is an property planning legal professional evangelist for intergenerational wealth switch with efficient wills and trusts. Iffy is writing her first ebook on culturally competent property planning, out there in 2022 (prayers up!). She graduated from The College of Texas Faculty of Legislation and has practiced legislation for over 14 years. Iffy may be reached by e mail at email@example.com, on her web site, and on Instagram @thejustincaselawyer.