LawHer - Ep.38: Bresha Shepherd, Varghese Summersett

TL;DR

Learn from Rush Shepard, Director of Intake at Margie Somerset, about the importance of empowering employees and building a strong team culture to provide the best client experience in the legal industry.

Transcript

foreign with us is going to be the best experience they've had and I'm going to make sure of that to provide the best client experience Empower your team allow them to embrace a position of leadership and take ownership of their role it all comes down to being the best at what you're capable of doing and then driving in that role in 2021 women made... Read More

Key Insights

• 👪 Margie Somerset values a thriving culture and embraces family-first values, providing flexibility for working parents and creating an inclusive environment.
• 😤 The firm focuses on teamwork and acknowledges the importance of each team member's role in the success of the firm.
• 🤩 Rush Shepard highlights the significance of providing a five-star client experience from the first phone call, building trust, and leaving a positive imprint on clients.
• 💗 Margie Somerset aims to continuously improve and grow, implementing new processes and tools to enhance client intake, follow-up, and referral programs.
• 😤 Leadership plays a crucial role in maintaining a strong team culture, inspiring empowerment, and supporting employees in their career aspirations.
• ♿ Margie Somerset values effective communication and ensures that clients have access to attorneys promptly during the intake process.
• 🥺 The firm understands the importance of maintaining strong relationships with clients even after their cases are resolved, leading to positive reviews and referrals.

Questions & Answers

Q: How did Rush Shepard become a leader at Margie Somerset without having a law degree?

Rush explains that her position and leadership within the firm didn't have to come from being an attorney or partner, but rather from embracing any role she wanted to excel in.

Q: What is the most rewarding aspect of Rush Shepard's role as an intake specialist?

Rush finds it rewarding to empathize with clients and guide them through challenging times in criminal defense cases. The gratitude expressed by clients and the lasting partnership formed are key rewards.

Q: How does Margie Somerset ensure that potential new clients are connected with an attorney as quickly as possible?

Margie Somerset prioritizes getting potential new clients in touch with an attorney during the first call itself. Rush ensures that an attorney is available to discuss the case and address the client's needs promptly.

Q: How does Margie Somerset maintain effective communication with clients, especially after the initial intake?

Margie Somerset utilizes various communication channels, including phone calls, text messages, and a confidential case management system. They customize the communication approach based on the client's preferences and ensure continuous follow-up.

Summary & Key Takeaways

• Rush Shepard shares her journey at Margie Somerset, highlighting the importance of embracing a position of leadership and ownership in the legal field.

• The firm focuses on empowering employees and creating a family-first environment, which has resulted in being voted as one of the top four places for working moms.

• Rush discusses the rewards of her role in intake, guiding clients through difficult times, and creating a partnership that leads to positive outcomes and referrals.