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The Process
Deep Dive Questionnaire
The Deep Dive Questionnaire is the method I use to get to know you and your firm better. You will fill out this assessment of your goals, value proposition, finances, people, production systems, and financial systems.
Firmographics
List of employees, title, email
Office location, address, phone, fax
Value Proposition
Who is your ideal client?
What is your service or product?
What is the pricing like?
Why do customers choose you over your competitors?
Goals
Financial
Business expansion
Reputation
Employee
Societal
IT
What law specific systems do you use?
What CRM?
Client Communication/Ticket Management System - software, shared inbox, none
Email system - Office365, Gmail, Other
Other communication channels - Slack, Teams, Other
File Sharing
Phone System
Other Systems (Calendly, Zapier, etc.)
Finance
Accounting Software
Financial help - accountant/bookkeeper, CFO
Have a budget - yes/no
Review budget to actuals and re-forecast - monthly, quarterly, annually, never
Trust accounting - do you have a separate trust account? How is it managed and reconciled?
Sales and Marketing
How do you get leads?
Do you know your sales and marketing metrics and track them? If so, what are they?
Production
Do you know your variable costs and gross profit margin?
Tracking hours and costs
Documentation, Policies and Procedures
Where is documentation stored?
Copy of Key Processes
Category
Process
Applicable?
Documented?
Work Well?
Notes
Human Resources
2
Human resources policies & procedures (include relevant processes required for your jurisdiction)
Open
New employee onboarding
Open
IT and Security
5
IT security processes
Open
Document management
Open
Information governance and security
Open
Records management
Open
Ethical walls
Open
Accounting
8
Accounts receivable
Open
Accounts payable
Open
Collections
Open
Invoicing
Open
Generating & reviewing prebills
Open
Closing out time & disbursements
Open
Expense reporting
Open
Time entry
Open
Client Communication
3
Reception (call answering, messages)
Open
Responding to new client inquiries
Open
Booking appointments
Open
Matter Management
4
File/matter closing
Open
New file/new matter opening
Open
New business intake (includes conflict check)
Open
Client onboarding
Open
People
Do you have an organizational chart?
Do you have job descriptions?
Do you hold regular team or 1:1 meetings? If so, do you have a set agenda? How are they going?
Metrics
The Seven Critical KPIs
KPI
Have It
Target
Actual
Notes
Employee Engagement
Open
Customer Satisfaction
Open
Revenue
Open
Profit (EBITDA)
Open
Revenue Concentration
Open
Revenue Churn
Open
Pipeline Coverage Ratio
Open
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