The current labor market is tight, to say the least. Last month’s employment rate of 3.9 percent is evidence that finding great employees is harder than it’s been in the last 20 years. But these statistics don’t mean you must give up or settle for less. As I’ve said before, you must continue to fire fast and hire slow. Let me share with you some strategies to help you find and keep great employees, even in this current challenging market.
I’m in the middle of hiring a new administrative assistant here at PILMMA. After 3 months I’ve still not found the right person. Even though I am eager to fill this position, I’m taking my time and going through the process of finding the right person so that I don’t have to rehire again in 90 days. So, what is the “right” person, and when I find them, how can I keep them from being wooed away by my competitor?
A recent Zip Recruiter’s survey of 50,000 employees across the country found that a surprising 39 percent are planning on quitting their jobs in the next 12 months! Of course, I found this statistic quite disturbing on many levels. However, the survey revealed some important data that I believe can help us in finding and keeping stellar employees.
According to this recent Zip Recruiter study, the top four reasons employees are dissatisfied with their job is 1) poor management, 2) no room for growth or upward mobility, 3) low pay, and 4) poor benefits.
This survey information provides some great insights into law firm management. Thinking about why employees leave a job can help us create environments that attract great employees and encourage retention rather than attrition. Happy employees work better, stay longer, and better satisfy our clients. It’s a win-win for everyone involved.
How To Hire Great Employees
The two primary attributes I look for in hiring great employees is attitude and aptitude. (basic ability is a given)hiring What I mean by that is I’m not hung up on loads of prior experience. In fact, sometimes too much prior experience can be a detriment. I want my employees to do things my way. I have taken the time to determine exactly how I want my operation to run and need my employees to be on my page and not trying to reinvent the wheel themselves their way.
I have my own systems for how I want cases worked up, what I expect in terms of client service, and the overall firm culture I am seeking to create. Unfortunately, time and experience have taught me that oftentimes a potential employee with years of experience working for someone else is not as likely to embrace my ideas and expectations and more likely to implement their own methods for getting the work done.
You should start your hiring process with a clear system in place. If you don’t already have a hiring system, then go to the PILMMA Touchstone software and you will find hiring systems that I have created and that are free to all PILMMA members. Testing is essential for determining attitude, aptitude, and ability. I give four tests to new applicants that I am considering hiring: 1) typing test, 2) grammar test, 3) personality test and 4) Jay Henderson Real Talent hiring test.
Core Values: It is very important that your new employees share your core values. Make sure that you have your firm’s Mission statement, Vision statement and Core Values out, for employees and potential employees to see. Potential employees’ core values must align with yours if there’s going to be a successful and productive relationship.
Keeping Great Emplooyees
Clear Expectations: I believe the key to a successful working relationship is making sure that new hires know and understand the expectations from the outset. Give them ownership. Studies show that people want to feel that they are part of something bigger than themselves; that their work truly matters. Of course, that’s one of the great things about being a law firm; you are in the business of helping people.
Proper Training, Feedback, and Support: It is critical that you have systems in place for making sure that all new employees are trained thoroughly and receive feedback within the first 90 days. You need to teach new hires how to properly use your firm’s case management software system.
Case managing software allows you and your office manager to manage what employees are doing and not doing. If used properly this software should also allow new employees to take ownership of their work and learn to run their own auditing reports and better manage themselves.
Acknowledgment and Appreciation: We all want to feel appreciated. Our employees are no different. It is important for you to let your staff know, publically, that you appreciate them. Bring your employees in on firm meetings, and allow them to participate in problem-solving, so that they begin to feel that they are a meaningful part of the team.
Room to grow: As noted in the recent Zip Recruiter’s study: employees want to feel that there is room to grow and advance within the company. At one time I had 5 stages of paralegals within my law firm, so new hires could clearly see the opportunity for advancement. You also need to make sure you are offering competitive salaries and benefits.
Hiring and Retaining Great employees requires you to create a culture of transparency, integrity, professionalism, and teamwork.
Keep it fun: Strive to create a work environment where employees want to come to work. Try to think outside the box of ways that you can make your staff smile and feel appreciated.
One of the things I did to encourage team spirit and ownership was to create a suggestion box for employees, to write suggestions for ways to increase revenue or decrease expenses. I made sure to publically recognize and reward the employees whose ideas were selected for implementation.
You’d be surprised at the great ideas your employees have if you are willing to take the time to listen.
Management is Key: All these suggestions, ideas, systems, etc. have one thing in common: Great Management. You need a great office manager or firm administrator to help implement your ideas, keep morale high and encourage your staff towards professional growth. You need their help to create and maintain a firm culture and team mindset. Think of it this way: You are the Head Coach; you need a good offensive and defensive coordinator to help you carry out your vision. Your Office Manager or Firm Administrator is that key employee.
Motivation and Management Styles: One thing you must remember is that in law firm management one size does not fit all. This is what we call generational management. For example, Millennials typically need instant gratification and want to be involved in decision-making. In contrast, older employees may be more motivated by appreciation. A seasoned office manager can help you identify what will motivate your new employees.
The same is true for management styles: what works for one employee may be problematic for another: Some employees thrive with autonomy and trust. Others need more hand-holding, coaching or feedback. The key is to understand each employee and what motivates them. I have found Jay Henderson’s test to be invaluable in giving me insights into what motivates my new hires. While it isn’t a crystal ball, this testing process has proven helpful to me time and time again. For some, it’s pure recognition, and for other’s money, etc. By being mindful of the diversity in motivation, you will be much better able to meet the needs of your employees and allow them to meet yours!
Conclusion
Hiring and retaining great employees requires having the right systems, processes, and procedures in place, coupled with a strong management team or administrator. It requires creating and maintaining a firm culture that reflects your core values and being cognizant of the varying needs and motivations within your team. I challenge you to go the website www.glassdoor.com and see how your past employees have rated you! You may be surprised. New potential hires, especially those in the younger generation, are looking at glassdoor.com to see what kind of employer you are. **
If you need help in formulating winning strategies of Firm Management, consider coming to PILMMA’s Mastery Management Workshop with Ken Hardison and his former Firm Administrator Cheryl Leone, March 20-22, 2019 at The Washington Duke Inn, Durham NC. For more information go to www.pilmma.org/managementmastery.
