Maintaining Quality at Scale

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Maintaining Quality at Scale

In this episode:

Luis Scott is the Managing Partner at Bader Scott Injury Lawyers, where he represents people who have been injured or disabled in severe accidents. He is also the Owner of 8 Figure Firm, which provides consulting services and insider knowledge to national law firms. As Bader Scott’s managing attorney, he handles over 150 employees and contractors and has led the firm to be recognized by the Atlanta Business Chronicle as one of the fastest-growing businesses in Georgia. 

Luis has received numerous awards and accolades, including Super Lawyers’ “Rising Star,” The National Trial Lawyers Association’s “Top 40 Lawyers Under 40,” and the American Institute of Legal Counsel’s “10 Best Attorneys in 2017” for workers’ compensation.

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Here’s a glimpse of what you’ll learn:

  • Luis Scott’s four-step approach to maintaining law firm quality during growth
  • How to train attorneys to preserve business standards

In this episode…

It’s a widespread misconception that law firms can’t sustain value and quality at scale. However, without proper training and commitment, this can happen. How can you ensure your law firm operates at the same level as your initial vision?

With a four-step approach to quality assurance and a six-part training program, law firm owner Luis Scott replicates his goals throughout the organization. The key to retaining high industry standards is emphasizing and training attorneys to provide exceptional customer service, understand the legal process, optimize service delivery, and enhance the client journey. Additionally, you must guide lawyers to elevate project efficiency, manage and maximize caseloads, develop their legal skills, and identify and communicate expectations.

Tune in to this episode of The Guts and Glory Show as Luis Scott shares his secrets to preserving quality during law firm growth. Luis also talks about the importance of training attorneys to maintain firm standards and values.

Resources mentioned in this episode: 

Sponsor for this episode…

This episode is brought to you by 8 Figure Firm.

Co-founded by Luis Scott and Seth Bader of Bader Scott Injury Lawyers, 8 Figure Firm helps transform your law firm into a seven-figure or even eight-figure firm.

After their own law firm scaled from $3.5 million to $30 million in annual revenue in just two years, Luis and Seth started 8 Figure Firm to share their strategies and help other law firms achieve exponential growth.

Visit to receive a consult call and start scaling your business today.

Episode Transcript

Intro 0:00

Are you ready to make it rain? Learn from the best in the biz on how to take your business to the next level, you’re now entering the growth zone, on The Guts and Glory Show with your host, Luis Scott.

Luis Scott 0:22

I am going to run through a lot here. So if you, if you let me just kind of put this, we’re recording it. And Ariana, if you can make sure you take really good notes on this, I want to start with talking about the legal quality piece because this is this is a, I would say a very common belief when people grow their business is that they can’t maintain legal quality. Like that’s a really common belief. And it makes sense. Because if you start your firm as the primary lawyer, you’re going to care more about it than anybody else. And so there’s generally a belief that as you bring lawyers on, there’s a diminishing quality that occurs down the line. And so there’s a four prong approach to ensuring that legal quality is maintained. So I’m going to I’m going to touch on that. And then I’m going to talk to you about the types of training that we do and how we deliver it. So the four prong approach is the customer service bedside manner. That has to be top notch. And by the way, each one of these has a corresponding training that you should do, but customer service bedside manner, the legal process itself understanding the legal process, like yesterday, Seth and I were talking about a new lawyer, have we taught him how to get made mediations on the calendar, like, how does the legal process work, the delivery of the product, how we actually deliver the product, part of delivery of the product is the communications we have with the with the client. And it’s not just the the way we conclude the delivery of the product is every step of the way. It’s the discovery process. It’s motion writing, it’s going to court, it’s our presentation, etc. And then the fourth prong is the customer journey, which is the intentionality behind what we actually do. And so as you grow, you want to make sure you hire and train people to have great customer service bedside manner, to understand the process that you want to deliver the product the way you want. And then to be intentional about the touches that you have. Right. So that’s, that’s how you maintain legal quality. Now the question is, what do you have to train on, in order for that to happen, and it’s essentially six things. And this is specific to Attorney training. But really, it’s staff training, but definitely attorney training. The first one is there should be customer service training. That’s how you answer the phone. That’s how you write emails. That’s how you communicate with an upset client. We don’t I don’t handle fires in the firm, our managing attorneys don’t handle fires very, very rarely do they, the lawyer is trained on how to handle their fire, because if they don’t learn how to handle it, then what happens is there’s a continuous escalation. And then you can’t do your work because you’re constantly working with their work. And so customer service, and that leads to better client retention. The second type of training is what I call efficiency development, being more efficient with your time that leads to profitability. The third type of training is case management. Case management is that leads to consistency. Like we want all of our lawyers to deliver a certain type of quality to the client. And we want it to be consistent, like this is what you should do. Well, we had one of our attorneys who trained on the process of a new client, like they come in, they go to the chiropractor, then they get an MRI, then they do this that and that’s case management. Number four is case maximization, which is top line revenue related, which is how do you actually build the most, in our case, generate the most per client? Now? This seems if a client heard this, they may be a little a little weirded out by this, like, What do you mean, you’re going to try to charge me the most No, I’m gonna try to maximize the case value by doing the most value. I’m providing the most value. And so I’m not going to cut corners on things because I’m lazy. I’m going to maximize top line revenue, both for the firm and value for the client. And so we want to teach on how to do that. Number five is legal skills training. And then number six is expectation. So if you go through all six of them, they hit a different part of the business. That’s super important. Customer Service hits retention, efficiency hits profit. Case management is consistency. Case maximization is top line revenue. legal skills training is reputation and expectations is to the standards that you have for the business. And so if I’m setting up a training, I want to train on how To retain clients, how to be profitable, how to be consistent how to generate revenue, how to have a good reputation, and how to uphold the standards that we have for the business. That’s the training program. Now, how you deliver that training program, there’s five ways to do that audio, video, through training, group training, in person training one to one. And audio and video are probably going to be the most common, you want to record everything that you’re training on. So when you have this issue, you go on a loom and you go, Hey, we just had an issue where this happened. And this is what you need to know, then you title it correctly. And then you put that on a training, you send that out and you let them watch the recording. Group Training only has to happen once every two weeks, maybe once a month, at the most. That’s the only time you need to do group training, one to one maybe once a month. And then in the group training can be in person or in zoom. And so the the six points of what you have to train on have to be divided into the five types of training, audio video group in person one to one, and you’ll record a lot of so like the audio video is recorded. That’s a bank. The group training happens once or twice a month. It can be in person or it can be via zoom in person at least once a month, and then one to one training that will happen. You know as you meet with your lawyers,

Outro 6:25

you’ve been listening to The Guts and Glory Show for more. And to learn more about Luis hit the website at for consulting opportunities That’s the number We hope you’ve enjoyed the show. Make sure to like rate and review and we’ll see you next time on The Guts and Glory Show.