The unthinkable has happened; we are in the middle of a crisis so great that it is disrupting everyday life and forcing us to reconsider how we do business. This pandemic has caught nearly everyone off guard. We are learning how to provide our clients with the same level of service while keeping our distance and learning how to work from our homes while sharing the space with our families. As colleagues fall ill and become hospitalized, we realize how important it is to have plans in place to address such contingencies.
Leadership
During this time of uncertainty, we must plan for the eventuality that someone may not be available tomorrow. If a firm leader falls ill or steps away to care for a sick relative, someone must be prepared to step up as a leader. If your firm doesn’t already have a backup plan for leadership roles, look to those who are thriving in this climate of uncertainty and trusted by others in the firm. Some people deal with emergencies better than others. It is those that are handling this pandemic calmly and proactively that you want as backup leadership for the firm.
Processes
Now is time to ensure that there is a backup person trained for every critical firm process. From client intake to billing to closing letters, there must be someone waiting on standby to take over if the primary person becomes unavailable. When training people to cover new tasks, document every step of the way. Documentation makes training easier and will enable the firm to quickly get others up to speed if necessary.
Clients
Be mindful of clients that only have contact with one attorney at the firm. If that attorney is suddenly unavailable to answer questions, that client may be tempted to turn outside the firm for legal guidance. Introduce clients to at least one other attorney at the firm. Include those attorneys on client meetings and emails to help your clients feel comfortable talking to someone else at the firm. There should be a backup attorney ready to take the lead on every matter without missing a beat.
These are uncertain times we’re living in. With the right sort of emergency planning, we can get through this together – all while maintaining our distance.
Join Affinity Senior Consultant Danielle DavisRoe on April 21 @ 11:30am EDT for a FREE webinar to learn how to quickly make contingency plans for firm leadership, fundamental processes, and clients.
If you need help with future-focused contingency planning during this crisis, contact us or call (877) 676-5492.
