Law Enforcement and First-Responder Relationship Building:
- Own relationships with police departments and first-responder organizations across Massachusetts, deepening existing relationships and establishing new ones.
- Formalize this channel into a structured program with department-by-department relationship mapping, including who leads each department's union and associations, key contacts, and which meetings the firm has attended.
- Maintain a regular cadence of in-person engagement and follow-up.
- Lead outreach to police unions for referrals, meetings, and new contacts.
- Keep relationships active through regular follow-up.
- Identify, cultivate, and stay in touch with union labor lawyers who represent officers and can refer injured members to the firm.
Referral Channel Development:
- Design and run a client referral recognition program that identifies, thanks, and re-engages clients and community members who refer new business.
- Distribute monthly thank you gifts to referral sources.
- Manage the referral program targeting attorneys in non-competing practice areas and non-law-firm business owners, including outreach cadence, messaging, and pipeline tracking.
- Conduct consistent follow-up with referral-source attorneys.
- Schedule lunches and coffee meetings for the Managing Attorney.
- Send timely follow-ups after each meeting.
- Develop recognition and stewardship systems so referral sources feel valued and continue sending business.
Events and Community Presence:
- Own the firm's community event calendar, including sponsorships, police department engagements, community appearances, and firm-hosted events.
- Manage outside vendors supporting this work.
- Ensure every event and sponsorship ties back to a referral or trust-building objective.
Intake Coordination and Conversion Optimization:
- Own intake performance across all referral leads, driving leads to convert to signed clients at an optimized rate.
- Provide performance oversight of the intake team and any after-hours intake vendor.
- Identify where leads are being lost, such as slow response times, missed follow-ups, or weak first-call approach, and drive fixes.
- Personally lead re-engagement efforts on lost but interested leads, particularly warm or referral-sourced leads that deserve a direct, human follow-up.
- Build a distinct, warmer conversion path for referral and community-sourced leads.
- Track, report, and drive improvement in conversion rate by referral leads.
- Work with the Managing Attorney on corrective action plans when performance slips.
Client Experience and Online Reputation:
- Send out the firm's client welcome gift so every new client feels cared for at onboarding.
- Plan magic moment gifts with office staff to recognize meaningful points in a client's case or life.
- Run client surveys and track client customer service KPIs.
- Share survey results and recommended improvements with firm leadership.
- Build and run the firm's Google review strategy.
- Train office staff on when and how to ask satisfied clients for reviews.
- Monitor comments on the firm's Meta ads and remove spam or inappropriate comments promptly.
Vendor Oversight and Performance Tracking:
- Oversee marketing and lead-generation vendors, holding them to their commitments.
- Lead regular vendor meetings.
- Gather vendor KPI numbers to submit to the Managing Attorney.
- Track signed cases by vendor month over month.
- Review and analyze firm pilot programs and new vendor tests.
- Recommend whether to continue, adjust, or end programs.
