Vista's Key Services – Intake

Intake is where it all starts or ends; it is truly the lifeblood of your firm. Vista Consulting Team will provide a high-level analysis of your intake department by our group of experts.

Review the client experience cycle.

Every caller should feel helped and supported.

Intake workflow analysis.

Provide recommendations regarding applying best practices and innovation.

Discuss key metrics.

These track and measure leads, conversions, chasing and sign-up procedures.

Call audits and/or ghost calling service.

Provide feedback on team performance and offer coaching so every caller feels helped and supported.

Creation/Review/Analyze intake data reports.

High-level review to foster a strategic understanding of your data and its impact on your firm.

Our objective is to help your intake department operate efficiently and effectively. We believe that our involvement will add great value to your firm and provide peace of mind knowing that calls are being monitored and a constant search for quality improvement is in place. Our proven tools and processes truly help create a happy, winning intake team.

Vista's Key Services – Maximize & Optimize

Every successful business is constantly looking for ways to MAXIMIZE and/or OPTIMIZE. Plaintiff law firms are a business…and are no different.

Simply put, Vista Consulting Team focuses on accelerating plaintiff law firms’ growth by evaluating ten key areas. We then develop a tailored action plan to work with you on those areas to increase efficiency and productivity across the board.

Let our team apply decades of experience in firm management, operational excellence, and accounting with cutting-edge tools, resource availability, and an accountability system to make it happen for you! We promise clients a unique perspective and a valuable ongoing experience.

Read more about our “360 Degree Approach” and a full list of our services here: https://vistact.com/how-we-help/

We are confident that our team has solutions for you! Take the first step and allow Vista Consulting Team to help you identify your specific needs and help solve your business issues with a firm assessment. It all begins by contacting us at 225.383.2974.

Vista's Key Services – An Overview

We’ve received great feedback about our virtual Geaux Impact 2020 Annual Conference. We’re sorry if you missed it. We were excited to introduce the entire Vista team during one of the sessions, as well as share an overview of the services we provide leading plaintiff law firms across the country. We had many inquiries from participants about our services.

For your reference, here is a one-sheet that outlines our key services, ways we help firms from an operational standpoint. If you would like to discuss Vista helping your firm, please reach out to Tim McKey at 225.383.2974.

We will be sending out more details about each of these services in the coming weeks, as well as exciting news about our three Fall Schools, coming to Las Vegas in November.

We are proud to work with so many firms to help them strategically improve their operations. The Vista Consulting Team hopes that you stay well. Please save the dates for our upcoming Fall Schools and join our Facebook Group to connect with peers from plaintiff attorneys from all over the United States and Canada.

Join Our NEW Facebook Group

Especially during our current environment, our clients are counting on us to assist them in thinking through various responses to the recent changes in our normal work circumstances. The more you are able to stay engaged in efficiently and effectively operating your plaintiff firm, the stronger we all will emerge when this threat lessens. We are happy to share an online resource with you that should help with that mission.

What?

The Vista Consulting Team has created a Facebook Group page for owners and team members of plaintiff law firms. The page serves as a resource during this particularly difficult time with the COVID-19 pandemic, providing a variety of resources, information and inspiration as you continue to lead your firm and take care of your team and clients. On the page, you’ll find:

About Vista Consulting Team

The Vista team is composed of a small group of plaintiff law firm experts with deep and varied experience. Team members use this experience and expertise in working with firms across the country and Canada to help plaintiff firms from an operational and strategic standpoint. Their mission? Aiding them in organizing and positioning themselves for optimum client service and maximum case outcomes, as well as business growth and increasing brand value. Over the past 10 years Vista has directly assisted more than 150 plaintiff law firms to take their service and profitability to a higher level.

Vista’s Facebook Group Page

The page is open to anyone working within a plaintiff law firm: Owners, managing partners, all team members... everyone charged with making a firm run smoothly and profitably.

Joining the page is free and easy. Simply click the button below:

And then click Join Group

We will accept your request within a few hours (if not sooner).

We’re all in this together, but just because we are practicing social distancing does not mean we can’t be social. Please do all you can to stay healthy and well.

We hope you join the Vista Facebook Group page and benefit from its content and online interaction. If you have any questions, please visit our website at www.vistact.com or contact us at 225.383.2974.

How To Work With The Generation That Doesn’t Want To Work

By Emily Jordan – Guest Contributor

On one February morning, every teacher in my school received an “Intent to Return” paper in their mailboxes. When I saw that paper in my own box, my palms immediately started sweating, my throat tightened and my heart started pounding from somewhere deep inside my chest.

I was 22 years old and had no intent to return for the following school year. It was my first job after school, and in just 2 months I would be graduating with a Master’s in teaching, which would surely be useless the moment I slipped this notice back into my principal’s box.

But I was so unhappy, so unfulfilled, and so full of dreams and ideas of my own that the decision to quit came easy. It was living with it that was  difficult. I had always wanted to be a teacher. I had endless daydreams of my own classroom, of helping a struggling student, giving a math lesson, reading aloud, passing out papers. This was what I wanted. So, why was I leaving? Why, at 22 years old with a bachelor’s degree and 2 months from a master’s, bilingual and with international work experience, was I quitting my first ever salaried with benefits job?

I remember thinking that maybe you were right. Yes, you, from the generation above us millennials (or maybe even the one above that.) You, the one frustrated with 20somethings like me who just don’t know the value of hard work. You, the man or woman who believes we don’t want to work, we’re entitled, and only interested in instant gratification.

I was terrified of it being true: that I was lazy, entitled and didn’t want to work. After all, I knew other unhappy teachers, other miserable employees from other companies, and they were all sucking it up and not quitting their jobs. Was I actually one of those stereotypical, whiny millennials who bailed when she didn’t get her way?

Yes, I thought about you when I decided to quit after just one year— what you’d think of me and what you still might think of me 2 years later after having never returned to traditional employment since.

But I know now you’d be wrong if you concluded I was entitled, lazy, or only in it for the instant gratification. Because now, I run my own business as a health & life coach for young, unhappy women. I’m self-employed and have relied on my own creativity, courage and ideas to support myself, and even as members of separate generations, we both know how little laziness or instant gratification is involved in starting your own business.

This stuff is hard work, just like teaching was, but it’s the kind of hard work that comes with a sense of purpose and fulfillment at the end of each long, sweaty, exhausting day. That’s the kind of work I was raised to do, and that’s how I know I am not an entitled, work-ethic-less millennial. I’m a hard worker just like you. I want to feel productive, successful and proud, just like you. I’m willing to come in early and stay late, just like you. Perhaps the greatest difference between you and me is my tolerance for work I’m not connected to.

You yourself have no-doubt been in a position where you’ve had to do work you did not enjoy, tasks that not only did not give you life, but sucked the life right out of you. You know that feeling: the feeling of wondering what the point is, being fed up with the rigmarole and hoops to jump through, and the indescribable fatigue and relentless frustration that sits square on top of each new day’s list of things to do.

It’s an awful feeling that anyone in the workforce is bound to rub up against at some point or another, both you and us millennials. Feeling purposeless and unfulfilled in your work is not generationally specific. What is generationally specific, however, is the courage to listen to that discrepancy between what you do and what you really want to do and to act on it.

Choosing purpose over a salary is most definitely a millennial thing to do, and it’s exactly what I did as I placed a shaky check mark in the blank next to “I do not intend to return for the 2016-2017 school year. Please consider my position a vacancy.”

So, then, how are you supposed to work with us? Are you to defeatedly accept that we’ll only work if we want to work? Or are we supposed to start sucking it up and doing our jobs, ignoring the voice inside saying, “This is not who you are.”

We need to get on the same page. We need to understand each other’s expectations and then work to meet those expectations as best as possible.

For starters, the word “work” itself is already a point of difficulty. We’re all using this word “work,” but it’s clear we’ve got different ideas of what this means.

“Work” for you is a concept completely void of enjoyment. It’s what you have to do to live. You don’t ask questions, you’re just happy to have a job and be able to provide for yourself and your family. It’s separate from play, and you work hard now so you can stop working later.

But we were raised by you with a much different perception of “work.” “Work” for us is supposed to involve something you like doing. It doesn’t have to be just one thing, either. It can be a multitude of things, a combination of hours and titles that fit together to not only provide for ourselves financially, but also emotionally, spiritually, and fundamentally. We do have the luxury of designing our work, and therefore do not have to feel that sense of fear-induced gratitude for work that generations before us know all too well.

“Work” is different for you than it is for me. I need more than just hours and a paycheck. I need something meaningful, something with purpose. We’re using the same word with vastly different perceptions, and if we’re going to work together (which we are), then we’d best at least understand what we’re talking about.

We also need to make sure we’re both coming in with clear expectations. An expectation of a millennial employee might be the opportunity to work remotely. This is often met with bitterness and the assumption that we don’t want to work, simply because we expect to be able to work outside of the office.

Why not address expectations like these rather than meet them with the poorly drawn conclusion that our expectations come from a sense of entitlement? Perhaps, instead, they stem from logical cultural, technological and professional advancements and not a sense of entitlement. What good does it do anyone involved to try and accomplish the same goal with different expectations for performance? Understanding and being clear with expectations from both sides of the aisle is crucial if we are to work together.

Working with millennials, “The Generation That Doesn’t Want to Work,” doesn’t have to be impossible. A challenge? Perhaps. But the times they are a-changin’, and we need to change with them. Let’s get on the same page so we can all do work that does more than just fill our bank accounts, but fulfills us as people.

The Business Side Of Practicing Law - Podcast

Tim’s CPA background steers his focus toward numbers and metrics but he concedes that there is a lot more that goes into running a successful practice such as culture and human resources, which allows him to approach firms from a holistic stance. As a client of Vista, Michael shares that he has a personal appreciation for Vista’s value to plaintiff firms, which he also acknowledges has allowed him to sleep better at night knowing the firm runs smoother than ever.

Michael explores with Tim his launching point in working with plaintiff firms; and discovers the strategic decision Tim made after owning his own CPA firm, which drove him to work with attorneys in a big way. Tim also describes his passion for helping firms define success and desire to help CHANGE the score instead of just KEEPING the score as a substantial motivation. During his transition to the consulting world, Tim lightheartedly recalls how similar the process turned out to be for his first two clients; those being a plaintiff’s attorney and a business at the polar opposite end of the spectrum (tune in to hear what the other business was). The process Tim uses to examine and analyze a firm is noted to work regardless of years in practice and focuses specifically on tightening up potential deficiencies within the firm and its client acquisition practices.

While being empathetic to the fact that attorneys in general are not introduced to business practices before setting out to run their own law practice, Michael recalls his early days in another law firm where trial and error was the modus operandi of their operations, long before he was introduced to Vista’s techniques. The difference between effective and efficient systems and processes are the cornerstone to what Tim advises throughout this episode as he offers listeners insights into breaking down their firm’s data to a dashboard view of the practice and what to do next.

This podcast concludes with Tim explaining things a step further to amplify the importance of having a project point person throughout the process of using what he calls the “public restroom theory.” It’s a wild analogy, but it hits home tremendously to anyone who tends to have lists of 100 “great ideas” being worked on by the firm. And for anyone who has felt the pain of turnover in their office, Tim talks about the mentality of “hire slow and fire fast,” along with the tools, training, and expectations being a key part in the onboarding process to set an employee up for success.

Listen to Podcast

BACKGROUND ON TIM MCKEY

Tim co-founded Vista Consulting in 2009 with a vision to help plaintiff law firm owners reach their full potential. Tim has traditional CPA experience with local, regional, and national CPA firms. However, it is through Tim’s prior consulting practice that he found his passion. He has worked with many business owners assisting them with defining and attaining success in their business and personal lives.

Tim’s experience and interest allows him to assist Vista clients with developing a realistic vision of their firm into the future, creating a strategic plan to achieve that vision while working with firm owners in designing their desired lifestyle. Tim assists his clients in reviewing firm tax entity structure and accounting systems analysis, and financial reporting.

Top 7 Mistakes Law Firms Make During Intake #7: No One Is In Charge

The final mistake that we see firms make in their intake department is that they don't put anyone in charge of intake. No one has a day-to-day ownership of the intake process and is responsible for quality control. Is there a non-partner point person who owns intake? Is there someone that knows throughout the day the status of every lead, the number of leads received, how many were accepted, or which contracts are out there to be returned?

Without one person in charge—one person who owns the process and oversees compliance—you really don't have a shot at running a great intake department. It is worth it to hire this person. It is worth it to spend money on this person. It is worth it to invest in training this person. They will increase the number of signups you obtain, without having to add more to your advertising or changing your intake criteria. They will simply make your intake process more efficient.

Ask yourself...is there one person at your office who:

Don't make the mistake that so many firms make. Find that person, whether they are already in your office or maybe you need to hire someone new, but get yourself a great person to run your intake department immediately. It is one of the best hires that you will make.

Top 7 Mistakes Law Firms Make During Intake #6: Belief That It Is All Under Control

The good news about intake is that if you fix it today, you will see benefits tomorrow. The bad news about intake is that you can't ever let your guard down. It is not one of those things that you can get right and forget about it. You have to constantly be monitoring it, making sure systems and processes are maintaining integrity and making sure that you are up to date with the latest trends in the business.

We have looked at the intake departments of small firms and large firms—firms that are processing thousands of leads per month, and firms that are handling a few dozen per month. It is the same for all of these firms: You have to audit your intake department on a regular basis to make sure that everything is continuing to flow smoothly.

At Vista, we can audit your intake department remotely or come on-site for an intake audit. We often run into firms that tell us, "We have been doing intake for years and we have it under control." We offer them what we offer every Vista client, "If you are not 100% satisfied with the value we add to your firm from the audit, we will refund your money." We have done this for dozens of law firms and have not had one ask for a refund. The point is that every firm can improve its intake systems and processes and can always get better. Complacency in intake has cost firms a lot of money.

Part of not getting complacent is staying on top of the latest technology. Each year we see changes in the industry. Information and data that is available for call tracking and call monitoring gets better each year. Clients who are comfortable with signing contracts electronically goes up each year. If you are not researching these changes, or in touch with someone who is, you can get left behind.

Bottom line...if you don’t think you have anything you need to improve with your intake processes...I am telling you that you do. Don't get complacent!

Top 7 Mistakes Law Firms Make During Intake #5: Firms Don’t Enter All Leads Into Their Case Management System

Every call matters. Every person who reaches out to your firm to discuss a new case is important. They may be calling for something that you consider trivial, for something that you think is not worth pursuing, or about an area of law that you do not handle. But they called you. They could have called any number of law firms, and they may have, but they reached out to you and you have the opportunity to make that interaction a positive experience.

If it is a case that you want to sign up, most firms will enter all the information into their case management system (“CMS”). There are some firms that only enter the cases that they sign up into their CMS, and they lose a lot of great data. They also lose a lot of potential cases.

Every single lead should be entered into your CMS while the call is happening. Your intake team may tell you that they can take a call and type it into the system while they are talking. They can. Get them headsets so they can do it. Firms are doing it all over the country. The first sign of a firm that has an inefficient intake department is intake specialists taking call information on pads of paper. That firm is hemorrhaging cases.

Even when you decide that it is not a case you want, you can track the type of case that the person called about and how they heard about your firm, and get their contact information. This gives a lot of great information about the quality of leads that you are receiving, making sure that all calls are handled properly, and allows you to track the effectiveness of different advertising channels.

So, if you want to make sure your intake department is working effectively, sit there and watch whoever handles your intake take a few calls. See if they enter it into your CMS in real time or simply write it on a pad of paper. Watch and see if they only enter it into the system if they get a contract or accept the case. See how they turn down a case and whether they are still getting vital information and being compassionate about the rejection. All of these things are simple things to do, cost nothing, and will make your intake department run smoother.

Top 7 Mistakes Law Firms Make During Intake #4: Firms Don’t Teach Their Intake Team The Numbers

Everyone needs to know how to keep score. I have yet to come across a team that doesn’t enjoy knowing the score. People engage at a higher level when they understand how to score points and have control over winning or losing. It is the same for your intake team. Whether it is one person, or ten people, they need to have an easy way to “check the scoreboard” and know how they are doing.

Know your “want ratios.” The first set of numbers that your intake team should know are the want ratios for each case type that the firm handles. What does this mean? If a firm receives 100 automobile accident calls, there is a certain average number that they will “want” to sign up. It may be 30 out of every 100 calls. That means that the firm’s average want ratio for automobile calls is 30%. If this want ratio drops to 20%, it should catch the attention of your intake team and lead to some sort of audit. However, to spot this, your team must be educated on what is your average want ratio per case type. They vary from case type to case type and jurisdiction to jurisdiction. Want ratios for premise liability claims are typically much lower, in the 5% to 10% range. Medical malpractice want ratios are typically below 5%. Firms in threshold states or no fault states may have lower want ratios. Whatever your criteria is, your want ratios should be consistent by case type unless you change your criteria. Therefore, know them, and educate your intake team on them.

Know your conversion ratios. If you “want” to sign a case up, you need to know how successful you are at that process. Your conversion ratio = cases you signed up/cases you wanted to sign up. Firms that say they “get every case they want” typically are not tracking this process. Vista has worked with nearly 100 plaintiff firms all over the country and not one of them gets every case that they want. When measuring your conversion ratios, you do want to give some sort of lag time for the data to settle. What does this mean? It means that there is typically a delay between the time that you make the decision to sign the case up to the time that you have a signed contract in your hands. This is the lag. For some firms this lag may be a few minutes if they are using electronic contracts, or it may be a few weeks if they are signing clients up by mail. It is important to know the typical length of this lag time for your firm to convert wants into signed cases. Once you know how long this process is, you would not measure your conversion rate until this lag time is passed. For example, if your lag time is two weeks, and you want to look at your conversion ratios for January 2017, you would not analyze the data until February 14, 2017, because you want to allow the two-week lag time to pass. The first two weeks of February, your intake team may still be working to get contracts in the door on calls that came in during January. We typically recommend that firms look at their conversion rates over a 90-day period with a 30-day lag. We recommend 90 days because that is more data to give you an accurate picture of your conversion process and the 30-day lag gives your intake team ample time to make every effort to get signed contracts on the calls that met your criteria. This stat is typically displayed in the area where intakes are being handled and the goal is to always improve it. Conversion rates above 92.5% are healthy. This number drops some for mass tort campaigns where signups are being handled all across the country rather than in a localized area.