What High-Performing Law Firms Do Differently with Operations

Some firms are just better at getting work done. They run smoother, move faster, and adapt more easily to change. What’s behind that difference? It’s not luck or budget—it’s operational discipline.

At Mattern, we’ve worked with hundreds of firms over the past 25 years. We’ve seen what works and what doesn’t. And while no two firms are exactly alike, high performers tend to share the same habits.

They Don’t Wait for Problems to Fix Themselves

Top firms are proactive. They review workflows before they break down, assess vendors before renewals sneak up, and analyze support structures before turnover or burnout sets in.

These firms understand that waiting leads to wasted time, missed opportunities, and frustrated teams. Instead, they build review cycles, track key metrics, and look for friction before it becomes failure.

They Align People, Process, and Technology

Great operations happen when people are supported by smart systems. That includes:

• Clear job roles and expectations

• Tools that match the work, not just the budget

• Defined workflows that don’t change every week

• Performance feedback loops that go both ways

When even one of these elements is missing, teams start spinning their wheels. High-performing firms design systems where everything clicks together.

They Measure What Matters

Metrics aren’t just for finance. Leading firms measure task volume, turnaround times, satisfaction scores, system usage, and cost-to-serve. They know what “good” looks like, and they spot trends early.

This doesn’t mean tracking everything. It means choosing the right KPIs, making them visible, and using them to drive decisions—not just reports.

They Treat Operations as Strategy

The firms that rise above the rest don’t treat operations as back office support. They treat it as a lever for growth. They invest in it, talk about it in leadership meetings, and make it part of their client story.

Operations isn’t just how the work gets done—it’s how the firm delivers value. And that value is what keeps clients loyal and employees engaged.

The Mattern Perspective

We believe every firm can operate more effectively. With the right focus, the right metrics, and the right support, operational excellence becomes a habit—not an aspiration.

If you’re ready to move your firm from reactive to proactive, Mattern is ready to help. Contact us at info@matternassoc.com to learn how we support firms that want to operate at their highest level.