California Business Law Firm Saves 20 Hours Per Week
FIRM FACTS
Practice Area: Business Law
Business Size: 3 staff
Location: San Diego
MEET TAYLOR DARCY
After seeing his parents struggle with their own small business, Taylor Darcy understood that running a successful business is a constant process of responding to new challenges and asking how things can be done better. Taylor has always looked at technology as the way to make his business thrive.
The Mission
Business owners and entrepreneurs “Don’t know what they don’t know.” The advice Taylor gives his clients is the same advice he’s followed in building his firm: take a preemptive and proactive approach. Create systems to run the day-to-day operations in order to minimize the burden on the individuals working so hard every day. “If you are so tied to a business that it can only exist because you exist, then you've got nothing.” Having the right automated processes in place would open the door for him to step away from administration and focus on providing top-notch legal services.
Taylor found his answer in his all-in-one solution for optimizing the processes that he had envisioned for his business. With automations running the firm operations with a personalized touch, Taylor has been able to spend time with his family, and focus on his passion for content marketing.
Challenges
Marketing Software Limitations: Priding himself on being tech-savvy, Taylor sought a software that could streamline the administrative work demanded of him. He felt restricted by the limitations of most marketing software — even those designed for legal professionals. He found himself particularly constrained by a lack of key automation features and inconvenient custom form builders.
Lack of Visibility Into Performance: Acknowledging that one cannot grow without performance insights, Taylor yearned for a better way to track the follow-up process to determine what caused some leads to become clients and not others. He wanted reporting analytics to give him the data he needed to fine-tune his marketing approach.
Lack of Time: Before automation, Taylor was prone to stress. With all his focus on his practice, time limitations prevented him from doing the things he wanted to do, like create content for his YouTube channel and podcast. He also found himself having to sacrifice more time with his family in order to follow up with emails over the weekend.
Instant & Consistent Follow up
After posting a cautionary video about red flags when hiring an attorney on his YouTube channel, Taylor identified lack of attorney follow-up to be the chief complaint from legal consumers in the comments. Putting this information to use, he developed a communication policy in which he follows-up three or more times on multiple channels. Implementing this into his automation drove his client retention rate up to 35% per year. “I've set up certain emails to apply some pressure and remind people that I exist.” Automations make it possible to instantly and consistently follow up with new leads post-inquiry and clients post-consultation to stay top of mind."
Streamlined Client Intake
In the absence of thorough automation, follow-up emails, client intake forms, and consultation requests all had to be delivered to clients on a one-off basis after initial inquiry. Now, the instant a prospective client submits an inquiry form on the website, their information is pushed directly into the intake automation process. Conditional formatting on intake forms makes the data collection process even more streamlined in that you can tailor the questions to the type of matter. “It takes me two to three minutes to review [a new inquiry], and depending on the matter, I can have an appointment booked the next day — boom, done.”
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