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Client Services Bulletin December 1996
Bulletin Number: 96-002 Date: December 1996 Subject: Period News

1. HOLIDAY WISHES

We would like to wish everyone a Merry Christmas and a Happy New Year. Thank you for working with us during the past year.

2. BACK TO SCHOOL

It is never too late to go back to school. John W. Olmstead, Jr., MBA is pursuing a Ph.D. at Century University in Business Administration with specializations in marketing and organizational behavior. Expect to see writings and an eventual book related to law firm management. Stacy L. McKay is pursuing a B.S. at Southern Illinois University in Business Administration with specializations in marketing and human resources.

3. OLMSTEAD & ASSOCIATES LEGAL MANAGEMENT FORUM ON THE WWW

We have launched on own legal management forum on the Internet Word Wide Web. The forum is an area where questions concerning legal management topics can be placed and responses reviewed. You can visit our site at http://www.olmsteadassoc.com. To access the forum select option 3 from our home page.

4. NEW AFFILIATE OFFICE

We have formed an affiliation with The Venardos Management Group in Albuquerque, New Mexico and Dr. Thomas J. Venardos, Ed.D, CPCM has joined our staff as an adjunct consultant. Tom specializes in organizational and staff development with an emphasis on creating higher performance standards and preparing the organization for successful functioning in the future. Dr. Venardos has over 25 years of experience in providing seminars, lectures and training to law and other professional practice groups, business, educational institutions, governmental agencies and health care facilities across the United States and internationally. He has conducted over 1500 management training seminars. He has taught both undergraduate and graduate courses in applied psychology and management. He has been an adjunct professor with The University of New Mexico, Eastern Washington University and Chapman University. He is currently an adjunct professor with Century University. Dr. Venardos received his doctorate from the University of New Mexico in 1972 in counseling and applied psychology. He is considered an authority on teaching innovations with adult learners, responsive management practices, leadership selection and development, establishing ethical standards and codes of conduct for managers, team development and performance measurement outcomes. Dr. Venardos is a member of the National Bureau of Professional Management Consultants. He is author of The Responsive Management Manual (1994) and Consulting Success Using Higher Performance Standards (1997). He serves on numerous business, consulting and educational committees.

Tom will work with us and our law firm clients in providing the following services designed to assist firms reinvent themselves and develop and implement competitive strategies:

  • Responsive Law Firm Management Practices: Our strategic system for law firms to achieve higher performance standards and improve quality client service.
  • Leadership Selection, Development and Education
  • Management Skill Building
    • Leadership
    • Communications
    • Negotiations Strategies
    • Conflict Resolution
    • Using Positive Behaviors in the Workplace
    • Ethical Conduct Practices
  • Life Long Development
  • Firm Retreats

5. CLIENT SATISFACTION SURVEYS

Looking for new competitive ideas - why not ask your clients? Clients can be a great source of new ideas. Law firms that have formulated client survey programs advise us that they have benefited immensely from the information received and the client goodwill generated. This is a good time of the year to combine a client satisfaction survey with holiday good wishes. See our insert this month on details concerning year-end client satisfaction surveys.

6. MARKETING, STRATEGIC PLANNING & THE NEW YEAR

Now is a good time to begin planning and formulating your strategies for the next year. Maybe a firm retreat would be beneficial. Maybe this is the year for the firm to develop strategic and marketing plans.

7. COST OF TURNOVER

It can cost 1 to 4 times a persons salary to fill the position. These costs typically involve time spent recruiting, interviewing, training, dismissing former employees, and administration. The reality of being a small employer is that you have to be better at personnel management than your larger competitors. Poor problem personnel take a piece of your business, leaving you with lost clients, missed opportunities and disenchanted office staff. Consider the following:

  • Try unconventional recruitment tactics
  • Interview with care
  • Trainí em to retainí em
  • Put on a competitive face

8. INSURANCE RELATED WEB SITE

Law Office Computing Magazine recently announced the following:

LAWNT, Inc., or the Internet Law Firm Network recently announced the installation of separate web sites for each of the 5,500 law firms listed in the Insurance Law List. LAWNT has established unique Internet Word Wide Web home pages and e-mail addresses for over 5,500 insurance law firms in the United States and Canada, creating the largest pool of law firm resources on the Internet. Without cost to any of the Insurance Law Listís members, they now have established their presence on the Internet. Insurance companies, law firms and consumers can access the Insurance Law List Web Site free of charge at http://www.ins.lawnt.com.

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