The Legal Pad

The Annual Check-Up

    It happens every year about this time. Dana, the friendly and efficient office manager who works in my doctor's office, calls to tell me I need to schedule an appointment. The game begins.

    I always ask her why in the world she thinks I need to book an appointment. She always chuckles and tells me the appointment is for my annual check-up. I always tell her I totally forgot. She always says she knew I would forget, so that's why she's calling me. I book an appointment and I always tell her how much I appreciate her calling. Great follow-up!

    So, what does any of this have to do with working as an office professional -- in a law firm? Well...it can mean a lot to your firm.

    No, no...I'm not suggesting you call all your clients to book yearly appointments to come in and visit with their attorney. What I am suggesting -- is that you take some time to check-up with the clients to ask them how they feel about the services they've received.

    When I refer someone to an attorney, I follow-up with a client survey letter. The client survey letter is a good way to find out what's going on -- with the client -- and with the attorney too.

    We thank the client for using our referral service. We know that most of the time, potential clients can locate attorneys for themselves, so we let them know we appreciate their business.

    We tell the clients that we're always trying to improve our service and we'd like their feedback. We ask simple questions. We provide plenty of paper space on the letter. If the client has any comments, suggestions, or would like to elaborate about their experience, there's room on the letter for them to tell us. We provide a self-addressed, stamped envelope so it's convenient for the client to respond. Part of doing business is good follow-up.

    When was the last time a business contacted you for some feedback? Can't remember? Wouldn't you like to get a letter from a business asking for your thoughts on how they rated in your eyes?

    Maybe you need to think about scheduling an Annual Client Check-Up. If you make your check-up friendly, easy to read, easy to respond to, and convenient to return -- you might be surprised what your clients have to say!

Bubble Up

    I was overdue for a much-needed vacation. I scheduled the time off. I had three big items on my agenda to take care of before I was able to walk out the door.

    First, I needed to train someone to do my job while I was gone. The second thing I needed to do was to work at the Solo & Small Firm Conference, exhibiting for the referral service. I planned to visit with attorneys who are members of our service, some who are not, and see if I could recruit some new lawyers to join. The third item--I needed to catch up my regular work at the office so that when the substitute came in, he could answer the phones and make referrals without any other distractions. Yeah, that's kinda like people who clean their house before the hired housecleaner comes to clean, right?  (No, I do not have a housecleaner -- I'M the housecleaner).

    I got those three things done. I left for vacation. Nice, huh? Yep, it was! I took a road trip back home to the east coast and then flew back to Missouri. I had a great time! Now I'm back and I'm paying for that vacation and I'm paying a big price.

    At home, I had a week's worth of newspapers sitting on the coffee table -- waiting to be read. There's a couple of magazines in that pile too. The mail -- opened -- glanced at -- thrown on the desk to be handled later. I'm way behind in email responses to friends and family. The bank statement needs to be reconciled. There are bills that need to be paid. I need to go grocery shopping. The birdfeeders are empty. The plants needs to be watered. I have plans and so I'll be gone again for another day. I'm thinking right about now, I probably look about as good as the houseplants -- wilted and weary.

    When I returned to work -- I had a week's worth of stuff I left behind relating to the conference I attended before I left. Oh yeah...I forgot. I have to do all those follow-ups. I haven't touched them. I acclimated myself back to the phones and potential clients who are calling for referrals to attorneys. I forgot how often people holler on the phone at me because "no one will help them" or how they "can't afford an an attorney". I had a call from a woman who screamed, "This isn't even America anymore! No one cares and no one will help me!" She wanted a free attorney. I don't have free attorneys. I told her it's still America though.

    The young man who handled the phones while I was gone did a good job. (Thank you, Rudie!) I had to process lots of leftover paperwork. I did that. Posted notes in client and attorney files. Posted payments. I had a pile of letters from prisoners I had to respond to -- I did that and mailed them out. I answered the phones, referred potential clients to attorneys for legal advice...and slowly, I'm catching back up -- but I've lost my "after-vacation glow".

    I'm thinkin' it's a pretty good time to "bubble up" -- What's that? Well, I made it up. You just stop. You create your own little bubble around you in your own little world and shut all the crap out. Your own bubble protects you -- like an invisible shield.

    Going on vacation is stressful and so is returning. I think I may get up a little earlier than my usual time tomorrow -- so I can "bubble up". I'll dig out the book I started on vacation that's still in my suitcase, get a cup of coffee, go out on the porch, and peacefully read.

    Yep, you can't touch me -- I'm goin' to the bubble.

Staycation at your desk. – Goofing Off or Recharging Your Batteries?

   
 
Is goofing off good?  Maybe – according to the New York Times. In this fascinating article written and researched by Lisa Belkin,  the American way of work and dodging work is considered.  Are we in a new work culture, where computers are making us so efficient that an eight-hour day isn’t necessary?   You decide.

The Secrets to Success - Can be Found at Osage Beach - June 11-13th

    If you're from Missouri, then sooner or later, you'll find yourself at the Lake -- half-way between Kansas City and St. Louis -- home of the Factory Outlet Mall, water parks, Party Cove, thousands of vacation condos, and tons of resorts.

    If you work in a Missouri lawyer's office, chances are pretty good that next week, the lawyer you work for will be at the Lake, at the Missouri Bar Solo & Small Firm Conference. Close to 900 solo and small firm lawyers will be attending the program at Tan-Tar-A Resort.

    For three grueling days -- June 11th through the 13th -- your boss will have to put up with sunset boat cruises, great jazz entertainment, festive dinners, and a whole year's worth of continuing legal education crammed into three, long, sun-drenched days. Like they say, "It's a tough job, but someone has to do it."

    Actually, you'd be doing your boss a favor by reminding him or her that there's still time to register. This year's Solo & Small Firm Conference features speakers and programming that will help lawyers survive and thrive -- despite the weak economy. Giants like General Motors are going bankrupt; billion dollar banks are tanking; but, the practice of law can still be a solid way to earn a living and to provide good jobs to others in Missouri communities.

    Here are a few ideas from one of the featured speakers, Dustin Cole. Dustin Cole (pdf) Article 

    For more about the Missouri Bar Solo & Small Firm Conference, Click Here

    P. S. -- The Missouri Bar's Lawyer Referral Service will have a display booth in the Exhibit Hall at the conference. Drop by and say hello to Suzanne if you're in the neighborhood!

    

Part II of The Clutter Recovery Plan (because Part I was getting too cluttered with ideas)

    I used to keep track of all the things I needed to do in my head. For me, that was easy...until I forgot to do something very important.

    My kids had an after-school activity scheduled. Instead of riding the school bus, they were supposed to wait for me to pick them up. I planned to pick them up on my way from work so we could ride home together. The day I forgot to pick up my kids at school -- was the day I became a List Maker.

    Now, without my list, I'm lost. Making a list gives me a sense of control and it keeps some of the clutter out of my life. You can use a Planner, a tiny spiral notebook, a calendar, a scratch pad, a Post-It note, a piece of notebook paper -- it doesn't matter. When you actually take a pen or pencil and write something down -- that makes a difference. The chances of you forgetting things -- drops dramatically when you have a list.

    A friend shared the way she keeps her grocery list. This is no ordinary list. She categorizes the groceries she'll be buying by the physical layout of the store. When she goes into the store, she starts shopping on the left side, where the fruit is located. Her written list has the fruit items listed first. In the store, the vegetables are located after the fruit so the vegetables she needs are next on her list. She says it saves her time and money. She's in and out of the store faster. She saves money because she doesn't spend money on things she doesn't need.

    Here's a good way to keep a list for the entire family. Get a piece of paper and put it on the frig with a magnet. Everyone can write down the things they want/need from the grocery store. You can write down all the things you need to keep track of in one place. You can also get a plastic message board where you can wipe-on and wipe-off messages and keep it in the kitchen -- a good location. 

    I handle many phone calls from people who are searching for attorneys to help them with their legal problems. I also get lots of calls from folks who are looking for other resources. If I have someone calling who needs another resource, I can respond to the customer quickly. On my computer, under "My Favorites" in Internet Explorer, I have a separate folder for those things and they're labeled "Lawyer Referral Service Resources". I use it daily. I also have information in a hard copy in a bright green folder that I can put my hands on. The folder is labeled "Resources". I know that sounds too simple, but if you've never tried it -- you may find it useful.

    Try to arrange your work area where you can physically reach things quickly. The phone book that I use has Post-It notes on the sides (like an index) with the pages marked that I frequently use. It's within easy reach. Put your letterhead and your envelopes near your printer. If you use a Legal Directory, keep it within hand's reach.

    Most frequently called numbers -- or numbers you give out to customers -- can be placed in a bright red or other colored folder. Most of the folders I use are the manila folders, but those bright colors stand out. Situate it in your office or cubicle where you can reach it fast.

    If you use a computer at home, and suddenly you remember you need to do something for work and you don't want to write it on your list -- send an email to your work email address and when you get there -- you'll have an email reminder waiting for you in your Inbox.

    If you have a junky desk drawer full of different sized binder clips or paperclips all in one pile or you can't grab a paperclip quickly, you might want to think about getting some small baskets, ceramic dishes, or small plastic containers for the office supplies you use all the time and keep them on your desk within easy reach.

    Here's one more time saving technique. Everyone has occasion where they'll wind up late for work -- a traffic accident, a flat tire, etc. However, if you're constantly late for work -- you have a problem. You need to figure out how to keep your end of the bargain. There's no excuse for being habitually late. Try setting your alarm clock a half hour earlier (or an hour if you need to) and get out of bed and get moving. If you have to play mind games with yourself (as I do), set your clocks 20 minutes ahead and you'll think it's later than it really is. It works for me!

Houston, we have a problem...

    A couple of our subscribers told us they didn't receive their usual Feedblitz email that alerts them of a new blog article published here on The Legal Pad. Oh-Oh! Time for Nancy Drew-Detective to go to work! Hmm...we think we may have had a slight glitch -- a minor malfunction. BUT -- We're on it!

    If you've received this notification from Feedblitz about today's article -- it's working fine. But, if you're one of our subscribers who had to check the blog on your own, and didn't receive your Feedblitz email notification of a new item on the blog -- then just let us know and we'll fix it!

    Just send an email to either Suzanne at screech@mobar.org or to Jack at jack.wax@mobar.org and put "The Legal Pad" in the subject line.

    By the way, while you're at it -- We have a open invitation for you as well. Feel free to tell us what you think about the blog. Are the articles helpful? Boring? A waste of your time? Tell us what you think. Your feedback is welcome!

Introducing: The Clutter Recovery Plan

    Are you the office worker who claims that even though your work area is a mess -- you know where everything is and you can lay hands on all the important pieces of paper you need at anytime? Hard to believe. The truth is you have no idea what's under all those piles of papers -- you just think you know.

    It's time to get organized! Getting organized is a way we can get in control. Being organized or being disorganized is a choice we make. New tasks and problems keep on coming but, until we organize our work and our work area, we can't deal with them in an orderly fashion.

    After a few weeks, piling papers on top of papers, and piles on top of piles, your "filing cabinet" (read: brain) gets full. Your brain can only hold so much important information at one time. Every time you add another item to be "filed" in your brain, you shift something else further back. Something's got to go. It may even be something essential -- but you can't really keep track of all those piles of paper on your desk and in your office. So, here's a few time saving techniques and tips that may help you.

    Get three empty boxes. The first box is for stuff you can pitch. The second is for stuff you need to keep & store. The third is for stuff you need to handle. You have to go through everything and make a decision -- but once you have everything separated -- you're already more organized than you were before. For some of us, the hard part is next. You have to follow through. You pitch the stuff, store the stuff you need to keep, and then you have to take the time to prioritize the stuff you need to handle in the order of importance -- and then -- handle it.

    Having trouble finding that document file? You may want to think about cleaning your Word or Word Perfect files that are no longer needed. Can you lump all your form letters into one folder? Use sub-folders, label them, and consolidate the files you can. You can do the same with Access and Excel. Get rid of anything you don't need. If you have a hard copy and an email about the same thing -- one of those can probably go.

    Is the phone making you crazy? Are your email requests driving you up the wall? Do you feel like you just can't get that project done because of the phone and emails? Try closing your door to focus on your work. If you can, put your phone on "Do Not Disturb" and your messages can go to voice mail. Don't take any calls unless it's an emergency. Return your phone calls twice a day. Try 10 AM and then again at 2 PM. Remove your "notification" message on your computer that notifies you that you have an email. If you do that, you won't be as distracted. Here's a drastic idea -- Don't even open your email until 10 AM. (I just made myself crazy). If you can do it, you'll be able to focus with no email distractions. Taking care of your phone calls and emails twice a day instead of "as you go along" might give you the space you need to complete that project that seems to never end.

    Here's one more tip -- Stop work 10 minutes early. Clean up and get ready for the next day. Use the time to dust off your desk and computer, put those paper clips back into the container, put the pens into the pen holder, clean out your coffee pot, water your plants, and wash the dishes you left in the sink. Straighten up your office area, and make a list of the things you need to do tomorrow. You'll probably feel better when you walk in the next day.

    There's an old phrase -- "the pot is calling the kettle black" -- I know I have no business telling you how to take care of your business -- until I take care of my own. I need to straighten up my own work area, my own messes, my own computer that's jammed with old document files and old emails, and so on and so forth. I'm feeling like I've lost control of the bus I'm driving, so I've got to get busy.

    Now...give me a minute...let me think...Where did I put those boxes to throw all this stuff in? I know they're around here somewhere...

   

Can A Book Make You Healthy? Maybe So...

    My life isn't particularly complicated. I've been rockin' along just as if I had good sense. That was about to change.

    It began at work. We were discussing two of my favorite subjects -- books and food. Actually, it was a conversation about a book about food. He said he was reading a book that totally changed the way he thinks about food. Hmmm....that got my attention. I thought -- that's got to be one powerful book. Maybe I need to find out about this. I got the book.

     The book is called The Omnivore's Dilemma. The author is Michael Pollan. It's a fascinating book written by an investigative reporter, with a different perspective. It's about food and the choices we make about the food we eat. It was a good read. It was entertaining. It was insightful. The book stuck with me -- it bothered me -- a lot.

    I realized I started to change the way I think about the food choices I make. I began to have trouble when I went to the grocery store. It started to get complicated.

    Yeah...yeah...I already know the "rules" about eating right. Most of us do. I'm a lifetime member of Weight Watchers. I followed the program and I reached my goal -- once. I know how to write down what I put in my mouth, count those points, and buy the "right" healthy foods. I know all that stuff and I have no excuse. I'm a WW Backslider. 

    I also already know about exercising and taking care of myself. I've been busy. I've been stressed. I don't care. I don't have time. I'm working. I have things to do. Leave me alone. I can't. I won't. I used all those "reasons" but it began to nag at me. Eventually...I knew I'd have to do something -- but I wasn't there yet. I got a push.

    My massage therapist called. She wanted me to join her and a bunch of other women who were taking water aerobics classes. She said she just knew I'd love it. She said she just knew I'd have a great time. She said she just knew I'd be excited about doing this. I told her she needed to get a grip. She asked me to think about it. I told her I would. I didn't even own a bathing suit. She helped to complicate my life a little more.

    A week or so later, I was on my way to an art show/reception. I was early. It was raining. I decided I had time to run over to -- the store most of us dislike but the store most of us shop in -- to see if they had bathing suits. They did. I actually went into the dressing room to try them on.

    Remove the children from the room. This is graphic. I saw myself in the mirror. It was my head, my neck and my arms. The rest of that body in the mirror -- wasn't mine. It was someone else's fat, out-of-shape body. I "wintered well" -- for a number of winters. It was a wrenching experience. I bought one. I'm glad it was raining because no one noticed I was crying when I walked back to the car. 

    I couldn't bring myself to wear that bathing suit. It was awful. It was cheap, skirted, and made out of some ugly, shiny black fabric. The next day, I promptly returned the suit and I went to another store. Two things were different: it wasn't raining and the suits were more expensive. I found one that I thought I could live with -- without gagging. It was still painful and depressing.

    Remember I said I wasn't there yet? Well, trust me on this -- going shopping for a bathing suit -- will get you there in a hurry. I bought a bathing suit. I pre-paid for three months of water aerobics classes. I thought I was going to have a heart attack after the first class -- but I didn't. This might even be okay. (Did I just really say that?)

    So, watch what books you buy. A book can complicate your life -- and maybe even in a good way.

    Thank you, Michael Pollan!

Please Pay Attention to Jefferson City -- Or Else ...

    If there's a lesson to be learned from the current economic crisis, it's that we can either pay attention to what our government is doing, or we'll pay the price for not paying attention.

    In Jefferson City, our state legislators are considering House Joint Resolution 10, which is a proposal that is not receiving much attention. So? What does this have to do with you and your day-to-day life?

    House Joint Resolution 10 is a proposed constitutional amendment that would change everything about the way Missourians select all the state's appellate judges and the trial judges in the major metro areas. Basically, what it would do, is turn an excellent system that has served our state well for 75 years, and turn it into a mediocre system, controlled by politicians.

    I'm not going to get into the details -- but if you care to learn more about Missouri's Non-Partisan Court Plan, and what's going on -- listen to this brief interview with Missouri Bar President Tom Burke.

    Most of us aren't political junkies -- keeping track of bills progressing through the Missouri legislature. The truth is, few of us care at all about our state courts -- unless we're involved in a lawsuit. Most of us have more pressing demands on our time and attention...crying children, soccer practice, paying the bills, grocery shopping, watching a bit of TV when you're too tired to do much else, etc. Real life is demanding enough without trying to figure out what state politicians are up to.

    But, if we don't, we're left hoping others will be looking out for our good. And...sometimes, as the current economic crisis demonstrates, that just isn't a good idea.

   

Take This Gossip Test

     So...let's set the stage. Picture yourself standing on a diving board in front of a gianormous pool of water. It's not a regular pool though -- in this pool -- is boiling water. You have a choice. Either you back-off the board, or you take a risk and jump right in. I'm just going to jump in.

    Aha...so, into the boiling water we'll go -- today's subject is Workplace Gossip. Gossip is a conversation between two or more people -- about someone who is not present. Simple, right? Not necessarily...

    First, a short quiz. Below is a list of subjects. You can choose between (1) keeping the information to yourself or (2) you will pass it on to someone else.

    You heard through the grapevine that ...

    A co-worker is pregnant

    A co-worker's spouse lost their job

    A co-worker's daughter got married over the weekend

    A co-worker was seen by someone in the company of someone they didn't recognize

    A co-worker's son got divorced

    That's a very tricky test. You can choose to back-off that diving board or you can jump into the boiling water. Sometimes you don't know for sure which way that's going to go.

    Gossiping about others -- can be a positive thing. You can build relationships with others. You share some information with someone --- and you trust this person not to go any further with the gossip. If that person doesn't share the information with anyone else, you've built on the basic relationship and you've taken it to another level.

    You can ventilate, rant, or just spit it out with other people about what's going on -- and if it's a "safe" place for you to do that -- then gossiping is a good thing to do. It can relieve stress. You may feel better just ventilating to someone. Another bonus -- the other people who are there may feel the same way as you and their stress level may be lowered as well.

    Gossiping can be a check and balance on healthy workplace behavior. If someone tells you something that someone else is doing -- depending upon your point of view -- if the underlying message is "that's bad -- but this is good" -- then you might change your behavior to do "good" rather than "bad" things. Gossip can hold us accountable for our behavior.

    It can be used to pass on information -- stuff you WANT other people to know. There are always "undeclared leaders" among work groups and there's always the "gossip mill" where the idle chitchat flows when communication in other ways isn't available -- or just doesn't work as well. All you have to do -- with some folks -- is plant a seed and depending upon whom you tell it to -- it can spread like wildfire -- but that doesn't mean it has to be nasty or harmful. Good information can be gleaned from that kind of gossip.

    Gossiping can boost one's self-esteem. You can listen to someone telling a story about someone else -- and  you realize -- the person being discussed may be worse off than you  -- and you thank your lucky stars that whatever it is that's happening -- it isn't happening to you. Whew.

    You may be "in the loop" -- "out of the loop" -- or somewhere in between. Gossip seems to have its own rhythm -- it's similar to the ocean tides -- ebbs and flows -- goes in and out.

    If you've ever been the subject of speculative or malicious gossip and it finds its way back to you -- that can feel uncomfortable. Is there anything positive about that? Yes, indeed. It's good to know that tomorrow -- it'll be someone else's turn!

    So, how's the water in your pool?