A good starting point is looking at the processes and procedures that have already been established within the department. It may not look like it at first, but there is likely a wobbly method floating around that can be used as a springboard. If not, then GREAT. See this opportunity as inspiration. You have a blank slate to start customizing your own blueprint and plans. If there are processes and procedures that exist, then observe what is working and what is not. It would probably be best to put an emphasis on *what is not working.*

Write down everything. It is always a good idea to record your processes and procedures from top to bottom. Yes, this also means writing down what doesn’t work. It is tedious and tiresome, but it will aid in developing solid reasoning to your choices. This way, you can defend and revisit the decisions that were made as time passes. It is easy to think every stage of this will be memorialized in your brain, but people forget. Stay on the safe side and WRITE IT ALL DOWN.

• Key Tip: You will see that change is constant, especially in the legal field. Make sure to have an electronic copy in addition to a print copy that can be altered on a continuous basis. For example, I review and update our Intake Manual at least monthly.

Another important notion I have learned from this experience is that baby steps are still steps. Nothing that lasts happens overnight, and it may not feel like the fruits of your labor are showing progress, but every step forward counts. Be patient and recognize progress is not usually linear. Once you know what is not working, start trying new approaches. It is always a good idea to review other industry leaders, ask for help internally within the organization, and defer to the experts. If you see something is generating good results at competitor businesses, there is no shame in copying it. However, copying a procedure or process is typically not a long-time solution because it is crucial to personalize your systems to meet your company’s needs. Additionally, if you require more resources to obtain certain results, then ask your management team to provide direction. If there are other people or businesses who specialize in these areas, reach out to them. For example, Vista Consulting has been an integral part in building our intake department from the ground up.

If you ever get lost or confused, your team, departmental, and organizational goals should be your guiding North Star. Try and relate everything you change back to the objective you’re trying to achieve.

The best practices are always open to revisions and improvements. Your new system will not be perfect the first go around. It will take time and various adjustments to get your team exceeding their goals.

Ask for feedback from every corner of your team. The people who are doing the job every day oftentimes have the best insight into how things could go differently or better. Once the feedback is given, listen and evaluate how this change would affect the current processes and procedures.

Remember to keep your goals in mind when experimenting with changes. This strategy will keep you on track. Something may look better on paper than in practice. Nevertheless, it is worth trying something new because it could lead you closer to a better solution. Don’t be afraid to make changes, and the more this is done, the less and less troublesome it will become.

This building block is meant as a repetitious cycle because, as I mentioned before, nobody gets it right on the first go. As you start making the necessary changes, make sure to write it all down so nothing disappears or falls through the cracks.