In a perfect world, your staff would do everything right, the phones would ring off the hook, and every client would leave brimming with satisfaction. Your cases would be filed in a timely manner, you would have new leads every day, and you would be swimming in profits.
Unfortunately, this isn’t a perfect world, and it can be hard to know what’s going on in your law firm at all times.
We’ve talked about the importance of harvesting data. Now, you must inspect what you expect by analyzing the data, seeing how the results fit into your business objectives and making changes based on your expectations.
Think of it this way: If you’re in a car, you need to look at the dashboard regularly to make decisions. If you don’t, you might do something stupid, like break down in the middle of nowhere because you ran out of gas. Inspect what you expect.
There are three perspectives on what’s going on in your law firm:
- What you want to be happening.
- What you think is happening.
- What is actually happening.
While you might think your staff understands the importance of filing cases (so everyone gets paid!), if you start digging, you might be shocked to know that your team really doesn’t get it. Or, you want your receptionist to harvest data from each caller such as their email address or phone number, and she tells you she is, but once you look a little deeper, you realize she’s not actually getting their contact information at all.
There might be a great divide between what you think is happening and what is actually happening. To close the gap, get closer to the picture. Inspect what you expect. You don’t need new software, new staff or new clients. Nothing. Convert your business better simply by looking at each key element for inconsistencies and focus your staff on the core metrics and goals of the firm.