How to run a modern legal business according to Osprey Approach
Kirsty Pappin, owner of Aries Legal Practice Management and LPM’s Practice Manager of the Year winner – joined Amy Bruce, head of marketing at Osprey Approach, for episode nine of the Empowering Law Firm Leaders podcast.
In this conversation, Kirsty discusses the habits and behaviours of an effective practice manager, what sets successful law firms apart from their competition, and how to better prepare for the unexpected.
- The essentials for running a modern law firm
- Habits of effective practice managers
- Impact of non-lawyers in leadership
- How to prepare for the unexpected
- Importance of quick decision making
Kirsty’s three essentials for running a successful modern law firm
- Planning:Kirsty stresses the need for thorough planning at both individual and business levels. She believes that being prepared and having a solid plan is crucial for success. This includes ensuring that planning is comprehensive and adaptable.
- Innovation and creativity:Kirsty advices leaders to: “Be prepared to be innovative and creative with solutions.” This involves not only developing new solutions but also being open to change and willing to experiment. She notes that innovation often comes with calculated risks and potential failures, but these are necessary steps for growth and improvement. “With innovation, there’s always a calculated risk… to fail means that you’ve experimented.”
- Communication:Effective communication is essential for change management and overall firm success. “I have a thing which I’m calling the 3Cs which is communication, change management and courage.” She introduces the concept of courage within communication, emphasising the need to communicate effectively, even when it involves difficult conversations or hearing unwelcome feedback. “You’ve got to have courage to communicate effectively and say what’s on your mind. You’ve got to have a courage to hear the things you don’t want to hear.” Courage also plays a role in decision-making, especially in crisis situations, where quick and decisive action is required.
The habits and behaviours that make an effective practice manager
Kirsty believes that “Practice managers are superheroes” and shares how multifaceted the practice manager role is, especially in SMEs. They simultaneously wear multiple hats and have to juggle priorities, expectations, and requirements.
Kirsty highlights her top five characteristics and behaviours of an effective practice manager to inspire future leaders and help current leaders make the right next hire:
- Curiosity
- Communication skills
- Adaptability
- Problem-solving
- Facilitation
What sets successful law firms apart from the competition?
Kirsty highlights the importance of culture in successful firms. “The successful firms I’ve worked with have an infectious energy. I once attended a team meeting…and you could just feel it in the room. People wanted to be there. People were involved in the growth strategy of the firms.”
Kirsty shares that she attributes the firm’s transparency and inclusive approach, where everyone is informed about the firm’s performance and future plans, to the success of the culture. When everyone from partners to junior staff are involved in the business plan, it is a key differentiator. “Those are the firms that are going to really drive forward because their team wants to be there.”
Successful firms offer more than just high salaries. They create a growth culture mindset that encourages participation and innovation. Kirsty warns that firms that ignore the cultural aspects of running a business: “In the next five to ten years… I think we’re going to see more firms closing doors or being bought out and trying to merge because they don’t have people coming through the ranks that want to take on the business.”
Practice managers play a crucial role in fostering the firm’s culture. They can identify issues and communicate them to senior leaders who should be open to receiving feedback.
How to prepare for the unexpected
“Continuously audit departments to see what’s there, what’s happening, speak to people, speak to your team to see what could be brewing.”
Kirsty introduces the concept of a “pre mortem,” which involves planning for potential failures by identifying everything that could go wrong and working backwards to prevent those issues. This proactive approach helps firms to be as prepared as possible.
Having the best people, systems, policies, and procedures in place is the best form of preparation. “If you’re confident and you have courage in the convictions that you’ve made, then when the unexpected does happen, there’ll be a process you can lean on or a person you can lean on to get you back to where you need to be.”
Embracing modern practice management
Effective practice management in modern legal businesses hinges on a blend of thorough planning, innovation, and robust communication. Kirsty’s insights underscore the importance of adaptability, problem-solving, and fostering a strong, inclusive culture within law firms.
Long-term success will be determined by the dedication and passion of the team around you. This is why people and culture management requires a dedicated strategy and plan. Alongside the other strategies Kirsty discussed include technology and innovation, disaster recovery, and succession planning.
By embracing these principles, law firms can not only navigate the complexities of today’s legal landscape but also position themselves for sustained success and growth. “The courage to innovate and communicate effectively is what sets successful firms apart from the rest.”
Watch the full interview with Kirsty Pappin now to discover more advice and guidance on effective legal business management. You’ll also hear Kirsty’s exclusive advice on the importance of quick decision making for firm leaders and the impact of non-lawyer leadership in SMEs.
Listen on Spotify, Amazon Music, or YouTube now.
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