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Commentary: Thank you letters help your firm get the work do
Thank you letters help your firm get the work done
This week we are still talking about the various rules that we have in our firm that enable us to get the work done. You will remember that getting the work done is the third area, of five areas, that make up every business in the world. The five parts in order of how the work-flow process progresses are as follows: clients or customers, administration, getting the work done, billing and collecting.
Last week I told you that we will be revisiting the concept of sending thank you letters to people when files are opened and when files are closed. You may be questioning how this helps you get the work done, but this rule about thank you letters is the threshold in the cap stone to getting the work done.
Remember that we talked about thank you letters when files are opened and closed both in the area of clients or customers and in the area of administration. In the area of administration we talked about these thank you letters when files are opened and when files are closed as the fail-safe concepts. If you look at these thank you letters when files are opened and files are closed as getting the work done rules as well as fail-safe, you can see how a simple concept about being sure that people are properly thanked can be woven into the fabric of what you are doing in your law office on a day-to-day basis.
I think that you can see how the concept of thank you letters to people who refer you business when the file is opened and when the file is closed can serve multiple purposes in multiple areas. Let's explore it further for just a moment.
There are three philosophies that have to do with thank you letters when files are opened and when files are closed, and we should discuss those so that you can how these three philosophies all work together. The three philosophies are as follows:
1. Clients or customer: Sending a simple thank you letter to those people who refer you legal business at the time that the file is opened, and again when the file is closed, is a very important and effective tool for continuing to secure additional legal work for your firm.
2. Administration: If you set up a fail-safe system that does not allow a file to be opened or a file to be closed until such time as a thank you letter is sent to the person who has referred you the legal business, then you ensure that the concept with regard to such thank you letters is implemented.
3. Getting the work done: Setting up a rule to send thank you letters to people who refer you legal business, both when the file is opened and the file is closed, ensures that everybody not only understands the importance of this task with regard to ongoing clients or customers, but they also understand how it operates as a fail-safe system and as a rule of something that needs to be done before work actually begins on a particular client's matter.
What I want you to understand about these concepts is that usually every one of them has a marketing concept, administrative concept and getting the work done work-flow process philosophy behind them. One of the great feelings of being able to operate your firm efficiently is to know that people are all like minded about the work-flow process. If when a file is opened, everyone who has anything to do with opening the file is thinking about where is the letter thanking the person for the referral of legal business, how can I get this letter done so that I can get the file open, and how can I get this letter done so that I can get started on the legal work, then you are starting to reach law firm nirvana. Additionally, when the file is being closed, if you can get people to think about how we thank the person that referred us the legal business so that possibly we may get some more legal business, how we have to thank the person who referred us the legal business before the file can be closed, and how thanking the person who referred us the legal business is the last step with regard to closing out a file, then again, you are starting to reach law firm nirvana.
These letters that we are talking about with regard saying thank you to the people who have referred you legal business when the file is opened and closed are not solely connected to the area of getting the work done, but it is important to talk about the relationship of such letters to the concept of having a threshold to cross before the work can begin and an end point where you know that you have done everything you were supposed to do with regard to the handling of a particular client's legal matter. Yes, I just said that thanking the person that referred you the legal business in the first place, when the matter is closed, is an important part of finishing up the work that the client has asked you to do. You can never say thank you too many times. What better time to say thank you to the person who referred you the legal business than when the matter is opened and when the matter is closed. What better time for you to tell the person who referred you the legal business in the first place that you were able to successfully help the person that they referred to you.
We are almost at the end of talking about concepts for helping you get the work done as the third area of five areas that make up every business in the world. In the next two weeks, we are going to talk about two concepts that are becoming incredibly important about getting the work done in our firm. The first concept is to talk about our firm calendaring system, and why it is absolutely indispensable to have such a calendaring system in order to help get the work done, and the other concept is something that I have been thinking about for many years, that I recently implemented and have found to be incredibly more successful than I have ever dreamed, and that is the utilization of a person in your firm as a client services manager.
I think you will find these next two weeks' worth of articles well worth the time to review and to look at your own calendaring system and your own needs for a client services manager. Talk to you next week.
Jim Wirken is a civil trial attorney and the chairman of the board of The Wirken Law Group in Kansas City.
Copyright 2004 Dolan Media Newswires
Provided by ProQuest Information and Learning Company. All rights Reserved.
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