The year was 2016, and I had big dreams for what LegalScapes would be five years in. Even though we had barely crossed six figures in revenue and were one person strong (me!), I was well into implementing a PSA (professional services automation) system and other pieces that were appropriate for a 50 person agency, but way overkill for a 10 person (or 1 person!) outfit.
We continued to grow in subsequent years, and even though we delivered exceptional results for clients, account management and our checklists and processes were clunky and painful to use.
It took me a few years of going through that to realize – clients don’t care how complex your system is or how well it scales. Clients care about their experience, and it all comes down to warmth and competence. Respond quickly, care personally, and deliver results, and the rest will fall into place.
Will we need those systems one day? Possibly. But, it all starts with realizing what you want out of your business. For us, we are making a conscious decision to stay small, nimble, and deliver a great client experience. Will this scale to 50 team members? Probably not. But we’ll make that call when we get there, if we decide as a team that’s the direction we want to go.
Even though it took me well into my second startup to realize this, it made a big difference in my business, and can translate well to yours.
As a solo or small firm, do you need a CRM? Absolutely. Could it even be something free like Hubspot? Yep. Do you need that large enterprise firm marketing automation and case management system? Probably not. You may someday, but when you get to that point, you can make that decision and will have the resources to do the migration and implementation.
How did it make a difference for us? We went from that huge enterprise professional services automation system to a small project management system and a couple of complementary apps, and it’s made a world of difference in our lives and ability to execute, and in our clients’ experience. What could that focus on the here and now do for you and your firm?
About The Author
Brian Craig helps successful law firm owners build their websites into powerful lead-generating machines, helping them attract better leads and more revenue without working more hours. With over 20 years of experience, he helps lawyers through speaking, consulting, and highly personalized digital marketing services.
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I trust Brian and the team at Legalscapes entirely.
Their command of the legal industry sets them miles apart from other agencies.
They know our specific pain points and have the insight and capabilities to solve them.
Digital Marketing Director
Riddle & Brantley