The GO podcast with Kyle Harbaugh

From Chaos to Control: Transforming Your Law Firm Into a Well-Oiled Machine

Episode Summary
In this episode, Kyle Harbaugh is joined by Brooke Berkey, an expert in law firm operations and client experience. They dive into the concept of mystery shopping, also known as secret shopping, and how it can reveal critical gaps in client engagement, intake processes, and sales strategies. Brooke shares insights on how law firms often miss opportunities due to poor client interactions, lack of structured intake, and failure to communicate their value effectively. They also discuss the importance of emotional intelligence, proactive client communication, and the financial impact of a well-trained sales team.
Timestamps
⏳ 00:00 - IntroductionKyle introduces himself, his background in law firm consulting, and his two AI-driven business decision-making tools: a business planning tool that significantly increases revenue and a hiring tool that helps find and manage top talent.
⏳ 01:40 - Guest Introduction: Brooke BerkeyBrooke shares her extensive experience working in law firms and explains her role as a consultant specializing in training teams to reduce opportunity costs.
⏳ 02:53 - The Role of Mystery Shopping in Law FirmsBrooke explains how mystery shopping provides law firm owners with an unfiltered view of their client intake process, exposing gaps in customer service and sales effectiveness.
⏳ 04:19 - Common Surprises from Mystery ShoppingLaw firm owners are often shocked to learn how poor their client interactions are, including lack of empathy, inattentiveness, and ineffective call handling.
⏳ 06:22 - The Changing Expectations of Legal ClientsKyle and Brooke discuss how clients now expect more engagement and proactive communication from law firms, a shift that many attorneys have been slow to adapt to.
⏳ 07:53 - Training Case Managers to Improve Client RelationshipsBrooke highlights the importance of training case managers to balance process efficiency with strong client communication skills.
⏳ 10:50 - The Revenue Impact of Poor Sales ProcessesMany law firms unknowingly lose thousands of dollars due to untrained sales teams, poor follow-up, and lack of understanding of client concerns.
⏳ 12:14 - Missed Sales Opportunities and the Importance of Follow-UpBrooke shares how failing to provide a clear value proposition and structured follow-up leads to significant revenue loss.
⏳ 13:48 - Training Attorneys vs. Non-Attorney Sales TeamsDiscussion on whether attorneys should handle sales or if a non-attorney intake team is more effective, depending on the firm’s business model.
About the Show
Go with Kyle Harbaugh is a podcast dedicated to helping professional service firms, particularly law firms, grow and optimize their operations. Hosted by Kyle Harbaugh, a seasoned management consultant with expertise in AI-driven decision-making tools, the show provides valuable insights into business planning, hiring strategies, and operational efficiencies.

Take Control: Running Your Law Firm Without Letting it Run You

Episode Summary
In this episode of Chief Go with Kyle Harbaugh, Kyle is joined by business coach and EOS implementer, John Gross. Together, they discuss how law firms and other professional service businesses can take control of their operations instead of constantly putting out fires. John explains the Entrepreneurial Operating System (EOS) and how it helps businesses clarify vision, improve leadership, and execute priorities effectively. He also shares a real-life success story of a firm that transformed its structure using EOS—preparing them for both expected growth and unexpected challenges.
If you're a law firm owner or a professional services provider feeling overwhelmed by the day-to-day grind, this episode is packed with actionable strategies to help you streamline your business, build a strong leadership team, and create a sustainable future.
Timestamps
00:00 – Introduction to Chief Go with Kyle Harbaugh00:04 – Meet Kyle Harbaugh: Helping professional services grow with AI decision-making tools01:23 – Guest Introduction: John Gross & his expertise in team restructuring02:16 – What is EOS? A breakdown of the Entrepreneurial Operating System03:23 – The top 3 issues businesses face before implementing EOS04:03 – A real-world EOS success story: How EOS helped a business survive a crisis06:49 – Three powerful EOS tools every business owner should know07:50 – The power of structured meetings: How EOS improves efficiency09:24 – How to get started with EOS10:55 – How long does it take to see results with EOS?12:30 – The importance of failing fast and making decisions efficiently13:03 – EOS’ Issue Solving Track: A framework for making faster, better decisions15:14 – Shared leadership & how it frees business owners to focus on growth15:22 – Overwhelmed? Here's the first step you should take15:58 – How to contact John Gross
About the Show
Go with Kyle Harbaugh is a podcast dedicated to helping professional service providers, law firms, and businesses improve operations, grow strategically, and implement smarter systems. Hosted by Kyle Harbaugh, an expert in professional services growth, the show features insightful discussions with business leaders and industry experts.

How Law Firm Owners Can Streamline Sales and Reclaim Their Time

Episode Summary:
In this episode of Go With Kyle Harbaugh, Kyle welcomes Jill, a non-attorney sales expert specializing in legal services. They dive into how law firms can scale by implementing non-attorney sales teams, freeing attorneys from sales duties so they can focus on legal work. Jill shares her proven consultation model, best practices for intake and conversion, and the key benefits of delegating sales. They discuss essential KPIs, follow-up strategies, and success stories of firms that have embraced this non-traditional but highly effective approach.
 
Timestamps:
00:00 – Introduction to Go With Kyle Harbaugh
00:04 – Kyle introduces two AI systems for law firms: one for revenue growth and one for hiring
01:18 – Jill’s background in non-attorney legal sales
02:22 – The intake and consultation process for law firms
03:40 – Why clients don’t speak to attorneys until after they sign up
04:46 – Why law firm owners struggle with sales and how to shift focus
05:04 – How non-attorneys handle consultations without giving legal advice
06:36 – Educating clients on law firm structure and who to contact
07:22 – The major benefits of transitioning to a non-attorney sales model
08:13 – How firm owners move from sales to leadership and business growth
09:42 – Expected conversion rates for non-attorney sales teams
10:30 – Follow-up processes and CRM systems for increasing client retention
11:55 – Why attorney time should be spent on legal work, not sales
12:25 – Key performance indicators (KPIs) for sales teams
13:20 – The importance of immediate response times for potential clients
14:21 – Success stories of firms that have scaled using this model
15:23 – Redefining success and transitioning away from the “busyness” mindset
17:05 – The biggest mistake law firms make when implementing this model
17:33 – How to connect with Jill on LinkedIn
About the Show:
Go With Kyle Harbaugh is a podcast focused on helping law firms grow using cutting-edge technology, AI, and business strategies. Hosted by Kyle Harbaugh, the show brings expert insights into revenue growth, hiring, sales processes, and operational efficiency.
 

Buy Back Your Time

Episode Summary
In this episode of Go with Kyle Harbaugh, Kyle Harbaugh discusses the importance of time valuation and management for law firm owners. He explains how leveraging time, delegating tasks, and understanding the value of one’s work can help law firms grow more efficiently. Kyle also shares tips on using technology and automation, as well as real-life examples of firms that have successfully applied these strategies. He emphasizes the importance of focusing on high-leverage activities, delegating non-essential tasks, and using the right tools to scale operations effectively.
 
Timestamps:
[00:30-01:48] Understanding leverage in business and how to increase productivity.
[01:48-02:36] The connection between leverage and the 80/20 rule.
[02:36-03:23] Importance of focusing on high-return tasks and delegating the rest.
[03:23-04:04] Common misconceptions about time management in law firms.
[04:04-05:36] The impact of valuing time on the overall efficiency and growth of a firm.
[05:36-06:58] Strategies for better time management and delegation (including using external help for personal tasks).
[06:58-08:12] Recommended technology and tools for time management and improving firm operations.
[08:12-09:25] The importance of having non-attorney staff handle non-legal tasks.
[09:25-10:22] Tracking billable and non-billable hours and the role of time tracking in firm efficiency.
[10:22-11:11] How understanding time valuation contributes to firm growth.
[11:11-12:35] Examples of law firms successfully growing by valuing time and delegation.
[12:35-13:13] Using virtual assistants and technology to improve operations in a law firm.
[13:13-14:07] How to get in contact with Kyle Harbaugh for more information or assistance.
 
About The Show
Go with Kyle Harbaugh is a podcast where Kyle Harbaugh shares insights on how law firm owners can optimize their time management, increase efficiency, and leverage resources to grow their business. In each episode, Kyle provides practical strategies for delegating tasks, using technology, and focusing on high-value activities to improve overall productivity. He also discusses the importance of understanding time valuation and how it can lead to better decision-making and long-term success for law firms. Through real-world examples and expert advice, listeners learn how to build a more effective and scalable practice.
 

How Analysis Paralysis and Shiny Object Syndrome are Holding Your Law Firm Back

Episode Summary
In this episode of Go with Kyle Harbaugh, Kyle discusses the essential elements of a successful client intake process for law firms. He emphasizes the importance of first impressions, technology integration, and consistent client communication. Kyle also explores how automation and AI can streamline processes, enhance client satisfaction, and reduce unnecessary overhead. Additionally, he provides actionable strategies for improving the client experience, such as implementing standard operating procedures, leveraging content for education, and ensuring consistent communication throughout the case lifecycle.
 
Timestamps:
[00:00-00:02] Introduction to Go with Kyle Harbaugh[00:03-00:25] Overview of the podcast and guest introduction[00:26-00:41] Kyle explains leveraging expertise without hiring additional staff[00:42-02:38] Key elements of a successful intake process[02:39-03:35] The role of intake in shaping a positive client experience[03:36-04:27] Common mistakes law firms make during intake[04:28-05:26] Enhancing intake processes with technology[05:27-06:26] Balancing costs and the value of acquiring a client[06:27-07:09] Importance of consistency in the client experience[07:10-07:48] Tools for ensuring high-quality client interactions[07:49-09:24] Integrating client feedback for better satisfaction[09:25-10:19] Using AI and documentation to improve client communication[10:20-11:35] Frequency and methods for client communication[11:36-13:23] Staying ahead with educational content and scalable solutions[13:24-14:07] How to connect with Kyle on LinkedIn and via text[14:08-14:28] Biggest takeaway from the episode[14:29-14:56] Closing remarks and call to action
 
About The Show
Go with Kyle Harbaugh is a podcast that blends traditional business strategies with cutting-edge AI solutions to help law firms, financial advisors, and other businesses thrive in an evolving landscape. Hosted by Kyle Harbaugh, each episode dives into practical advice, innovative tools, and expert insights to streamline operations, enhance client experiences, and build sustainable growth. Whether you're looking to optimize your client intake process, integrate technology, or create a roadmap for success, Kyle offers actionable steps and proven methods to transform your business.

Understanding the Intake Process

In this episode of Go with Kyle Harbaugh, host Kyle Harbaugh shares actionable strategies for law firms to streamline their client intake processes and enhance overall client satisfaction. Joined by Kendall Trosky, Kyle dives into the essential elements of an efficient and professional intake process, emphasizing its role in maximizing marketing ROI and fostering long-term client relationships.
 
Timestamps:
[00:00] Introduction
[01:45] Why Intake Processes Matter
[03:15] Key Elements of an Effective Intake Process
[06:30] Common Mistakes in Client Intake
[08:45] Leveraging Technology
[12:10] Maintaining Consistency in Client Experience
[15:30] Role of Feedback and Communication
 
About the Show
Join us as we delve into the importance of Vision, Mission, and Values, the impact of well-crafted job descriptions, and the benefits of a consistent hiring process. Learn how AI innovations like Right Hire AI and business analysis tools can transform your organization by ensuring fairness, reducing bias, and driving growth. Tune in to "GO" for actionable insights and strategies to elevate your business.

Revolutionizing Hiring and Business Analysis with AI Success Stories and Strategies

In Episode 3 of "Go with Kyle Harbaugh," host Matt Sky engages with Kyle Harbaugh on the critical importance of having a consistent and repeatable hiring process for service-based businesses. Kyle emphasizes that as organizations grow, they transition from being service providers to managing a team, which requires a structured approach to hiring. He discusses the pitfalls of inconsistent hiring practices and how they can lead to high employee turnover and dissatisfaction. By establishing a solid hiring framework, businesses can set a positive tone for training and long-term employee retention, ultimately fostering a thriving organizational culture. Tune in for valuable insights on building a successful hiring strategy that supports growth and stability.
Timestamps:
[00:01:10] Consistent hiring process importance.
[00:06:34] RightHire AI development inspiration.
[00:08:13] Balancing data and personal connection.
[00:11:06] Tailored plans for business growth.
[00:15:44] Working on your business.
 
About the Show
Join us as we delve into the importance of Vision, Mission, and Values, the impact of well-crafted job descriptions, and the benefits of a consistent hiring process. Learn how AI innovations like Right Hire AI and business analysis tools can transform your organization by ensuring fairness, reducing bias, and driving growth. Tune in to "GO" for actionable insights and strategies to elevate your business.

Mastering Job Descriptions and SOPs Keys to Organizational Efficiency

On this episode of "Go with Kyle Harbaugh," Kyle emphasizes the importance of clear and detailed job descriptions for both employees and employers. He explains that job descriptions help attract the right people and maintain consistency in work expectations. Kyle highlights that accurate job descriptions are crucial for maintaining credibility as a leader and ensuring employees understand their roles. Additionally, he discusses how job descriptions impact the recruitment and hiring process, emphasizing the alignment with the company's vision, mission, and values.
Timestamps:
[00:02:13] Well-crafted job descriptions impact performance.
[00:05:25] Standard Operating Procedures in Companies.
[00:10:01] Fostering a culture of trust.
[00:13:33] Documentation and consistency.
About the Show
Join us as we delve into the importance of Vision, Mission, and Values, the impact of well-crafted job descriptions, and the benefits of a consistent hiring process. Learn how AI innovations like Right Hire AI and business analysis tools can transform your organization by ensuring fairness, reducing bias, and driving growth. Tune in to "GO" for actionable insights and strategies to elevate your business.

Navigating Vision, Mission, and Values for Business Success

On this episode of "Go With Kyle Harbaugh," host Matt Sky interviews Kyle about his company, Chief Go Officers. Kyle shares his background working with attorneys and financial professionals and explains how he helps businesses thrive by focusing on working on the industry, not just in it. He discusses the common issue of professionals being overburdened with work and offers insights into how his business support can help improve operations and efficiency for various sectors. Tune in to learn how Kyle's unique experiences led him to this path of supporting businesses in different industries.
Timestamps:
[00:03:25] Chief Co-Officers in law firms.
[00:04:03] Focusing on vision, mission, values.
[00:09:15] Impact of VMV framework.
[00:13:52] Strengthening company's VMV.
[00:15:39] Mission beyond money aspect.
About the Show
Join us as we delve into the importance of Vision, Mission, and Values, the impact of well-crafted job descriptions, and the benefits of a consistent hiring process. Learn how AI innovations like Right Hire AI and business analysis tools can transform your organization by ensuring fairness, reducing bias, and driving growth. Tune in to "GO" for actionable insights and strategies to elevate your business.