I heard a great idea recently from a wise law firm administrator at an insurance defense firm. There was some grumbling among the support staff about simple things like why an attorney could not make their own copies (sound familiar?).
The Office Manager offered some very simple staff training, taking the time to point out that the firm's clients monitor invoices very carefully. Copying charges were acceptable to clients, but only when done by support staff and not the attorneys.
Staff members were encouraged to look for ways to help the attorneys spend more of their time on client work. The Office Manager emphasized that when the attorney spends the maximum amount of their time on billable client hours, everyone wins because the firm becomes more profitable.
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