As this latest issue of the Insider goes to press, we are all still caught in the throes of COVID-19, the world-wide pandemic that will indelibly mark this century. Many of us have or will lose people we know, respect or love. You may wonder if life will ever return to what it was before this nightmare began. But we are a strong and resilient people, and there will be life after Corona. It will certainly look different, but one day, and hopefully soon, we will resume “regular life.” We cannot know how long this ordeal will last, but we know it will not go on forever. We will return to our law firms. And one question we should ask our-selves, as individuals, and also as firm owners, is what have we learned through this ordeal? What measures can we implement that will make our firms stronger? In essence, “What are our takeaways from the Coronavirus? “
New York’s Governor Cuomo, in one of his daily COVID-19 briefings, reminded us all to: “Look for the Silver Lining.” While that may sound trite, or overly simplistic, looking for silver linings does not minimize or make light of the pain and devastation this virus has brought to our world, our country, our communities or our families. But, there is wisdom in gleaning the good and using that knowledge to propel us forward, in spite of and as a result of these adversities. The truth is we can and should recognize those silver linings that have come about as a result of Covid-19. At a time when most of us are forced to be home and in remote “new normal” status, we have the unique opportunity to be mindful and circumspect. This is the time to look for the Coronavirus Takeaways that will make our law firms Stronger once this ordeal has passed.
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1. Remote Capabilities Established: Whether we liked it or not, COVID-19 has forced law firms to go Remote. You have had to set up the necessary technology that allows your firm to continue to operate in a virtual world. Whether Cloud or Server based, by now you have learned to keep your clients serviced and your cases moving, settlements negotiated, etc. You have had to route phone lines, process mail, etc. You have had to learn to manage your firm and your staff remotely, through technology and reports. You have had to communicate with your staff and your clients with audio conferencing, video conferencing and the like. You have had to problem solve client sign ups through the mail or internet.
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When you stop and think of all you have accomplished in a short time, you should be proud that you were able to keep your firm operational even in the face of COVID-19. You have shown that your firm is strong, and capable of weathering a difficult storm, through ingenuity, creativity, patience and relationship.
Now you will be prepared to go remote again, should the need arise in the future. (and based on what many experts are predicting, we haven’t seen the last of the virus, and/or future pandemics given our global society.)
If and when circumstances arise that necessitate taking your firm virtual, you will be prepared.
Similarly, if you have key employees who would benefit from the flexibility of working remotely you will be able to offer that accommodation much more easily than before.
2. Memorialize Your Remote Processes and Procedures now: While you are in the midst of and developing the steps necessary to operate your firm Remotely, now is the time to memorialize these steps. Firms always run more efficiently and scale more effectively with processes and procedures. Now that you have successfully transitioned to a remote law firm, the details and requirements for doing so are still fresh in your and your employees minds. Now is the time to write down and memorialize those steps and necessary to-do lists- for each critical component and aspect.
3. Make Any Necessary Changes: If you should have done some things or wish you’d had access to different technology- now is the time to make those changes. For example, if you were forced to transition from a Server, and wish your firm had been on the Cloud, then commit to get-ting on the cloud now. If you wish you’d had digital phone capabilities with programs like Ring Central, then take the time now to make those changes.
4. Ask the Important Reflective Questions of Yourself and Your Employees: There are three questions to ask as you prepare to go back to brick and mortar status- 1) What should we stop doing? 2) What should we start doing? and 3) what should we keep doing? Going through this crisis together as a law firm may give you insights into methods of getting things done remotely that should actually be continued once you return to the office. There is real merit to having a firm wide meeting, not only to celebrate being together again, but also to see if there are aspects of the remote firm that should be carried over to and implemented when things are back to normal.
For example, you may decide that signing clients up remotely works so well, that you should continue the process. There are many clients who may appreciate being able to complete a sign up without coming into the office. Remote sign-ups also allow you to complete the process quickly, which also frees up your or your staff ’s time, and may keep client’s from second guessing their decision or signing up with your competition.
You may also decide that it makes sense to continue to allow some employees the option of working from home when necessary. You may find that a number of your employees will welcome this opportunity and it may increase their productivity and loyalty to the firm.
5. Hiring Talented Staff from Across the Country:By having made the successful transition to a virtual office, you now have the technology in place to allow you to look outside your market for talented employees. At least for some firm positions, you are no longer limited to hiring employees in your area. With remote capabilities, you have exponentially increased your options for qualified applicants!
6. Continue the Ongoing lines of communication you have honed, including daily and weekly meetings: Every law firm can benefit greatly from having frequent, organized and ongoing Daily Huddle and Weekly Meetings, to keep employees and work moving forward, to increase productivity, to keep everyone in the loop, in-formed and motivated, etc.(If you aren’t familiar with these concepts, check out the Grow YOUR Law Firm Podcast listing in your firm Resources for a recent show Ken and I did entitled 7 Tips for Managing Your Law Firm Remotely, and/or grab a copy of Verne Harnish’ s book The Rockefeller Habits.) Once you are back in your office, don’t fall back into old habits and ways of doing things. Keep those meetings going! In a sense, you will be starting back fresh. It is an excellent time to establish new policies, and foster your firm’s culture, values, teamwork and productivity.
7. Commit to Increased Community engagement: Many of you have stepped up to the plate with wonderful PSA-style postings on social media and have contributed to the medical community and the needy in your market. Don’t let that sense of connection with your community slip. Once this ordeal is over, and we are free to physically gather in community again, recommit yourself to community initiates and endeavors that increase your firm’s relevance, visibility and community presence. It’s the right thing to do, and it’s great marketing!
8. Commit to Being thankful: None of us have gone through anything like COVID-19. Even if we have had difficult times in our lives, this pandemic has caused world-wide devastation on a scale like nothing we have seen or heard of in our lifetimes. Once we are able to put this time of challenge behind us, we will all be immensely thankful it is over; thankful we can meet together again; thankful we can go back to work in our offices again; thankful we can talk fact to face, shake hands and hug; and even thankful for the clients that show up without appointments. Initially we will even be thankful for many of the mundane tasks of normally daily life. The challenge will be to keep that Spirit of Thankfulness and Gratefulness with us when we are back to business as usual.
This virus has taken an awful and immeasurable toll across the country and the globe. Looking for the sliver linings will help to sustain us, as individuals and as law firm owners in the coming months. ◆
