October 1999

Top Ten Law Office Management Tips

by Marty Potter
Law Office Management Assistance Program Advisor

1. Return telephone calls promptly.

A leading cause of complaints about lawyers is that phone calls are not returned. Establish an office procedure that schedules the time for a return call when the message is taken. This will reduce the amount of frustrating telephone tag we are all forced to play.

2. Use plain language.

If clients understood legalese they might not have to hire a lawyer. In communicating with clients, use easily understood terms and save the legalese for your briefs.

3. Hire intelligence and initiative — teach skills.

When hiring staff, look for intelligence, common sense, and the ability to take the initiative in office problem-solving. Secretarial, computer and paralegal skills can be taught.

4. Automate as many standardized documents as possible.

Technology allows us to eliminate many repetitious office tasks. Get into the "type it once" mode for any standard letters, forms or notices.

5. Calendar everything.

Use your calendar to schedule appointments, deadlines (promised as well as statutory), time to actually do the work, and personal commitments. This will let you see at a glance when your workflow is headed for trouble, and allow you time to make adjustments.

6. Remember — it is your client's case.

Do not get so wrapped up in a case that you forget it is the client's case. The client decides on the scope of representation, settlement offers and other questions.

7. Store computer backups off site.

The best backup system in the world is useless in a natural disaster if data is stored in the office. Make sure a current backup is maintained in another location.

8. Do not keep original client documents.

Trying to return original client documents 10 years after a matter is closed is time-consuming, frustrating and sometimes impossible. Make the safeguarding of original documents the client's responsibility and keep copies in your files.

9. Learn to say no.

Say no to potential clients that set off your internal alarm system.

10. Under promise — over deliver.

Never make promises you cannot deliver for the sake of obtaining a new client. Be frugal in your estimate of results, and make sure the client always feels he or she got more than expected.

The WSBA Lawyer Services Department offers these four programs:

The Lawyers' Assistance Program (LAP) – 206-727-8268: Confidential assistance for lawyers with emotional, drug/alcohol or other personal problems.

The Law Office Management Assistance Program (LOMAP) – 206-727-8237:

Offers consultation and information to help solo and small-firm practitioners deliver legal services of the highest quality.

The Professional Responsibility/Ethics Program – 206-727-8219: Lawyers can call a WSBA lawyer for assistance in resolving ethical dilemmas.

The Alternative Dispute Resolution Program (ADR) – 206-733-5923: Offers two low-cost methods of resolving disputes: voluntary fee arbitration and mediation.

Please call our department at the phone numbers listed above for additional information and/or assistance in these areas.

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