Keeping Track of Things

Organization is Key to Success. Initially, I found it challenging to keep track of the status of pending assignments, especially out of town service assignments that I had outsourced to another server.  You know how it goes; you get busy with the assignments visibly in front of you and, as the saying goes, “out of sight, out of mind”. Then you get a call from your client wanting to know the status of their assignment in the other state. Talk about awkward! How do you tell a client you don’t know whether or not their paper had been served? I don’t know about you, but I don’t like having to say I will check and call you back. I prefer to know the status and I prefer to be able to tell them when they call that I know the status and why or why not the paper has/has not been served.

Whoever “they” are… they are right when they say “necessity is the mother of invention”. So out of necessity, I adopted a follow up filing system that works for me. You can try this out for yourself and see how it works for you.

The key to my filing system is what has been termed a “tickler file”. Set it up as follows and usually you can fit it within a single drawer of any small filling cabinet. It’s set up on a calendar cycle with 31 folders (with one folder labeled for each day of a typical month) and an additional 12 folders (one labeled for each month of the year). After the system is set up and in place, you simply open the file folder for that day and see what you need to check on.

As I receive assignments, I create physical document reminders and place them in the various folders; I find it easiest to print an extra copy of the individual field-sheet and filing that document into the appropriate file folder. A blank sheet of paper also works, but then you have to write in the basic field-sheet information which is an extra step, taking that much more time. Place that sheet in the file folder that is 2-5 days out from when you received the assignment, depending upon how quickly you want to follow up on that assignment.

Example: March 5^th you get an assignment for service in another city or state. You locate your server and send the assignment to them. Print an extra copy of that assignment field-sheet or and place that document in the number “8” file folder. Just make sure whatever file folder you place the document in, is a business day.  On March 8, you simply open up the number “8” file folder, pull out the follow up documents and you now have a physical reminder to check on that assignment with the assigned out-of-town server.

As you take on more and more assignments over time, you place the physical paper reminders into the various numbered folders. At some point each day (preferably earlier rather than later) you open up that day’s numbered folder and there is your physical reminder to check on the assignment. Take whatever activity is necessary to find out what is going on with the service of your court documents by the server. Now when you get that phone call, you are prepared with a ready answer.

The twelve monthly folders work much the same way. Let’s say you have an assignment or other project that doesn’t require such quick follow-up.  The monthly folders are there for that purpose. 

You’ve begun working on a court document and now your client has called you to stop attempting to serve the court document until further notice and just hold on to it. This does come up on occasion and it is likely that you will eventually go back to attempting service. For now though, you have to hold on the service and you need to get the document off your desk without losing track of it. File the document as normal and if you will be following up in thirty days, place the extra field-sheet in the monthly folder that is thirty days out. Using the previous example, you would take the March 8 assignment that was put on hold on March 14, and file the field-sheet copy in the April folder. April comes along and the follow-up document is there to trigger the follow-up action.

You haven’t heard back by the follow-up time, so you contact the client and, sure enough, they completely forgot about it themselves and the matter was solved weeks ago, so you need to non-serve the court documents. You worked on this file and it is earned income that you could have invoiced weeks, maybe months ago.

So, you ask, why do I use a physical filing system? Why not set up reminders on my smartphone or computer, etc.? For me, there is something psychological about having a material, physical instrument in front of me that works far better as a reminder. I find electronic reminders are more easily set aside. Plus there’s something secure about a physical system that doesn’t crash like an electronic one might. Yes, it could be destroyed or otherwise damaged by fire, flood, tornado, hurricane or earthquake, and if that happened, you would probably be far more concerned about other things than with the status of pending assignments or projects.

There are alternate ways to keep organized, but this is a way I keep track of things that works well for me and has worked well for many years.

What’s your system of choice? Do you use a physical manual system or do you use something more high tech?

Are you interested in starting your own Process Service business? Check out “The Business End of Process, Running a Process Service Company From the Ground Up” available on Amazon.com. Thank you. http://www.amazon.com/s/ref=nb_sb_noss?url=search-alias%3Daps&field-keywords=%22The+Business+End+of+Process%22&rh=i%3Aaps%2Ck%3A%22The+Business+End+of+Process%22&ajr=0.

How to Continue the Balancing Act

You’re feeling pretty good about the balance you’ve achieved, right? You have your process service business growing, taking on new clients. You’re managing your time, productively filling all your available hours and things are running along smoothly. Life is good.  Wrong!

If you wish to keep growing and maintaining that work / life balance you need to consider outsourcing; farming out some of your non-serving tasks. Yes, that’s right you pay someone else to do certain parts of your business for you. While you may be pretty darn good at what you do, no one person is the best at everything.

By outsourcing non-serving tasks, you now are free to accept and complete more assignments more quickly, hence more revenue. So much more revenue that the server (you) can now afford to have all these other people do all of these other tasks without affecting net  profit. As an added bonus you gain increased down time to spend on things like family and other personal pursuits.

So what gets farmed out? Go back to the list you completed from the last blog about how to manage your time. Carefully review that list to determine several things, such as 1) what do I have to do (that no one else could accomplish – be honest), 2) what do I dislike doing that someone else could do (and probably do better, more efficiently, therefore saving some $), and 3) where am I lacking the required skills and knowledge to accomplish the task at hand?

Consider what your time is worth. And, remember, time (no matter how hard you try) is not something you can replenish, unlike money which, hopefully, you are continually earning and replenishing.  Work smart, work strong, not hard.

Here’s what I suggest you consider outsourcing

·         Accounting/bookkeeping, Tax Preparation, Payroll

·         Courier Service

·         Out-of-town Service

·         Skip Trace Work

·         Social Media (Facebook, LinkedIn, Blog Posting, Website Updates)

·         Anything that is simple, yet repetitive and may be quickly reviewed prior to submission, and that which if completed by you at your hourly rate actually costs you money to perform

Do you outsource? What would you add to this list? Share your thoughts. I’d appreciate the feedback.

Are you ready to start your own Process Service business? Check out my book “The Business End of Process, Running a Process Service Company From the Ground Up” available on Amazon.com. http://www.amazon.com/s/ref=nb_sb_noss?url=search-alias%3Daps&field-keywords=%22The+Business+End+of+Process%22&rh=i%3Aaps%2Ck%3A%22The+Business+End+of+Process%22&ajr=0.

 

 

Time Management

In the beginning, there was time; time to set up your business, to focus on getting new clients, and to enjoy family and friends. In fact, you may have established a nice routine between serving the clients you have, obtaining new clients and living life. When you start getting a regular flow of clients, however, you may quickly find that your schedule becomes anything but routine and time is at a premium.  Unlike money, once it’s spent time can’t be replenished. After a while, you may find yourself running out of hours in the day to get done everything that needs to get done.  In fact, if you’re not organized, process serving can become rather chaotic as it is not a business that easily lends itself toward structure.

Setting of appointments is rare. It seems as if they trickle in, come in all at once or arrive at the least convenient moment.  Then BAM!  All of a sudden you have to scramble.

Process service operates on what I call a “fireman’s standby” concept. You know, you are eating lunch, waiting for the next assignment, when right in the middle of taking the next bite of your cheeseburger you get a call to drop everything, go pick up some court documents.  Right now, this instant, forget the burger, and get them delivered before the business day is done, or else. Firemen live that sort of life.  They’re in the fire station, cooking spaghetti, playing Ping-Pong, and then there goes the alarm. It’s down the pole and off to the fire.  Process serving can become like a constant battle to put out fires, and there you are not quite organized to go from one fire to the other.

It doesn’t have to be that way. Over time, I learned from others in the field, read a lot of business organization books and practiced trial and error, until I figured out a way to satisfy most, if not all, of the numerous client demands that come up in a single day. And, I still managed to have my family time, my vacation time, and my sanity.

It took me several hours stretched out over many months to develop a working routine. I literally sat down and analyzed everything I do on a daily basis, thought of the best times to do these things, how to do them, how long it took to do them, and then blocked out chunks of time in order to do them. This works whether you are a “lone ranger” or if you have a team of process servers working for you.

          Following is the schedule I use. It works for me, and will probably work for you.  You can always modify it to suit your particular situation.  But whatever you do, get organized. Set up an actual schedule. Even if it just generally sets up your day, it may be just the right amount of structure you need.  Tight time planning is critical for a successful business.  The tighter your time planning is the better.  If you can schedule things down to the minute, then do so. It will make things run so much better.  If you don’t, and then you have one too many clients running you from point A to point B, it won’t be long before you run yourself into the ground. 

Typical Daily Routine – 10 hour day for “full-timers” with a large book of clients

            Serve assignments in the a.m.

            Mail
            Email
            Logouts
                      (closing out completed assignments)
            Logins from the mail
                      (setting up new assignments)
            Serving POE assignments
                      (serving at businesses and places of employment)
            Going through the follow up folders/daily folders
            Return phone calls
            Do correspondence/affidavits/skips
            Serve POE assignments
            Daily court run
                      (afternoon pick up of new assignments at the courthouse)
            Log in courthouse pick ups
            Log out completed assignments
            Serve new assignments that have a residential service address

          What is your best time management tool? Comments always welcome.
 
Next post: What I recommend when you have a daily schedule that you closely follow and yet you still find yourself running out of hours in the day. Want more information about structuring your process serving business? Check out my book “The Business End of Process Serving, Running a Process Service Company from the Ground Up”, available on Amazon.com and Kindle.

Starting Up or Beyond, Technology Is Our Friend

Are you taking advantage of technology in your business? The right equipment is so important. Without it, there is very little you can do. The optimum way to go is having all the modern “toys”, such as smart phones, laptops, tablets, wireless printers (technology hardware) and applicable software, such as management programs. When starting up, however, that’s not always possible. Obtain what you can, as you are able. A seasoned process service business will normally have the full array of technological tools.

As a process server, you will most likely be on the road throughout most of your day. Wireless technology is the best way to go. You will usually discover that using top of the line technology is well worth the investment to your growing business.

Imagine yourself with a completely mobile office; your vehicle of choice, a notebook computer or tablet, a wireless printer, paper and your cell phone. Your client contacts you by phone or email with a service request. They have even attached the necessary paperwork to your email, or they email it after the call. You print out the court documents, start your engine and as simple as that you are off and serving.

With the availability of cloud computing, while you are out of your office, you can even access your company database and other documents by using cloud storage sites. Many of these sites provide a limited amount of storage at no cost which may be upgraded as needed to add more storage or features for a monthly fee.

Now repeat the mantra after me, technology is our friend… technology is our friend… technology is our friend.

  

Benefits of Association

Do you belong to an Association of Professional Process Servers? If not, why not? There are several possibilities: NAPPS (National Association of Professional Process Servers) provides a directory of 11 chartered state associations and 10 non chartered state associations on their NAPPS website. You may also wish to join (IPSA) International Process Servers Association and/or the United States Process Servers Association (USPSA). Research the association(s) of interest to see which one will best serve your needs and to ascertain your eligibility requirements.

We belong to the National Association of Professional Process Servers, a national association.  It is an excellent conduit for obtaining assignments from other process servers and law firms, especially from those outside your city or state.  There are many excellent benefits of membership. The NAPPS is very affordable to join, provided you are eligible, and the return on your investment is sometimes ten to twenty times what you put into it. 

The state associations operate similar to NAPPS in terms of representing the interests of their members; some of them work hard to lobby their interests with the state legislature or county governments, and educate members on how to serve process or pass along important information about changes or events within the industry.  Just like NAPPS, the local association can be a good way to network with other servers in other parts of your state so that if they have a court document that needs to be served in your city, they may call you to serve it for them rather than drive across the state to serve it themselves, as you may do for them likewise. 

Business Tool Recommendations for the Process Server

Every business requires the use of tools; process service is no different. It would be difficult to find a businessperson today that does not have at a minimum a cell phone, and most likely a smartphone. Today’s wireless society allows the process server, who most often spends hours on the road, the convenience of a mobile office. A portable (i.e., not desktop) computer or tablet, a mobile wireless printer, and a smartphone are a good beginning set of basic technology tools for the process server. You receive a call on your smartphone from a client who already has the court documents in their office or they have sent you an email requesting service. All the client has to do is scan and email the documents; once received you simply print them from your computer, tablet or phone and serve them.

Okay, so that is a basic beginning set of technology tools. What should I add to establish a fully functioning business?

While nice, it is not necessary or sometimes practical to have everything when first starting out. We began with a single desktop computer, printer, fax machine, cell phone, traditional phone and a functioning automobile. Even with limited funds, as long as you have a telephone and a vehicle for getting around, you can begin a process service business. Yes, even if you cannot afford a computer, you could operate a process serving business … at least in the beginning.  It would be difficult and you would not be very competitive, but you could get moving and start obtaining clients, start serving papers, and start making money.  So, there are no excuses. I wouldn’t recommend it, but it can be done.

As your revenue increases, assess your needs and increase your business tools. Determine your system needs (such as management software) as well as your equipment needs. Technology changes rapidly so it is wise to budget upgrades.

Provided you have some funds, here is what I suggest as bare minimum equipment to have if you want to have a business in process serving that will bring in clients, look professional, operate competitively, and complete assignments efficiently:

Any computer with internet access

A printer (A black and white laser is preferable, plus will cost less to operate. Check out all-in-one laser printers that afford you the opportunity to print, copy, fax and scan all from one machine; you may save money in the long run)

Fax machine
Cell phone
Desktop copier
A functioning, preferably fuel-efficient, vehicle
Basic office supplies – paper, envelopes, staples/stapler, paperclips, pens, printer/copier ink 

Once you really get going and want to run with, or ahead of, the pack, here is the equipment I recommend:

Wifi – to receive assignments or contact by email while you are on the road
Portable printers – to print assignments in your car as you go 
Cell phone - iPhones/Blackberry/smart phone
Copier
A functioning, very fuel efficient, vehicle
Conventional phone line or even an internet phone
A seriously big desk space
Fax machine
Postage meter
Business Cards
Office supplies - paper, envelopes, paperclips, staples, staplers, toner, folders, pens, mailing labels, whiteout, adhesive tape, etc.
High speed scanner
Forms to use for various office tasks – faxing, correspondence, field sheets, maps
Field equipment – binoculars, flashlight, clipboard, pens, note pad, water bottle, contact cards, vehicle phone charger

There are many other articles and items of equipment and supplies that you might need at one time or another. The above lists are certainly not all-inclusive, but should be enough to get you up and running, keep you profitable and competitive, and start you on the road to running a respectable process serving company.

Process Serving: Charge What You Can Afford / Charge Based on Demand

For the first rule – charge what you can afford - do not set your price so low that your expenses eat up all your profit (hence you have no profit).  As with fuel costs and other expenses of running a business, if you decide to price things so low in an attempt to undercut your competitors, you may find yourself out of business, potentially in foreclosure or bankruptcy while your competitors are still running strong. 

Secondly, and this will play upon the second rule to a degree.  If you do price yourself too low, you might find yourself so busy that you cannot perform quality service, eventually leading to mistakes, missed deadlines on court appearances for your clients, and the eventual exodus of your entire book of clients.

This leads to the second rule - charge what the market demands.  If the typical going rate for service of one court document in your market is $60.00, and you charge $55.00 the price may lead to demand for your service based on the lower price.  If you get so busy because you are cheaper, there's a good change you will get over loaded with assignments and ultimately provide poor service.  Consider also that you may work yourself to an early grave.  If you keep your price competitive at $60.00 or even a little higher, however, you will gain a share of the market amongst your local competitors, considering everyone is charging the same relative price. You might even be working less if you charge $65.00, but end up making the same amount of money as your competitors or perhaps even more.  What you would rather do?  Work harder for less money per assignment or work less for the same money, be tanned and rested, and not be overloaded with too many assignments, and be able to provide superior service to your current book of clients. In turn, you will have loyal clients who tout your good name and superior performance to others who might have a need for your services.  In other words, do you want to do quantity or do you want to quality of work?  Think about it.

Have I piqued your curiosity? If so, check out my book “The Business End of Process, Running a Process Service Company From the Ground Up” available on Amazon.com. http://www.amazon.com/s/ref=nb_sb_noss?url=search-alias%3Daps&field-keywords=%22The+Business+End+of+Process%22&rh=i%3Aaps%2Ck%3A%22The+Business+End+of+Process%22&ajr=0.

Pricing Considerations for Process Serving

When considering how to price your services speed of delivery is another factor to consider. It is one thing if you have a court document that needs served; it is another thing if your client needs it served right now.  Charge a rush fee for that.  Why?  Well, beyond the obvious, let me put it to you this way.  If you have five routine papers you need to serve and four of them are all situated in one general locale, but then you have the fifth one needs to be served that day … no, that very instant. Oh, and it is on the other side of town, thereby taking you away from the $240.00 you will make off of the four other papers, it just makes good business sense that the client needs to understand (and they typically do) that a premium charge will be assessed.  After all, you are now delaying serving four other papers just to insure that one is served.  Do not be shy about charging for a rush.  Sure, if you want to score points with the client, then perhaps you might occasionally consider not charging the rush fee.  Do that too often however and you will find yourself working harder for a lot less profit than you can reasonably expect to make.

The level of difficulty of the assignment is also a key factor.  Say you have to deliver court documents on a military installation and/or may have to wait two hours at a particular location for the defendant/witness to appear so you can serve them?  What if you have to develop some sort of complex operation, in order to find yourself in front of the defendant/witness, because they have been or are known to evade service?  Factor these into the equation on a case-by-case basis.

Number of documents served is another area to keep in mind.  Now I have seen this vary from server to server.  What happens if you have two different types of documents to deliver to the same individual? Should you charge for that extra document?  Some servers do not while others do, but at half the price of the first document ($30.00). Still others charge full price for the second document ($60.00).  In terms of pricing second instruments (or second documents), to charge or not to charge is the question.  If you ask your client, especially those who operate in family law, they do not like being charged per document for the obvious reason that it increases their costs.  In the case of family law where you typically see second, third and sometimes fourth instruments, you should consider the issue of your time. Various affidavits of service come with serving those extra documents; there is the factoring in that should you forget to deliver one of those extra documents that could mean the difference between a court appearance or a cancellation. You also have to consider your liability towards your client goes up considerably if you fail to complete or fail to serve everything properly.  What I have mostly experienced is charging second instruments at half the going rate of a first instrument.  Very few servers charge nothing for the extra document, and those that charge full price very rarely get the business or get it from a very loyal constituent of clients.

In my next post, I will provide you with two prevailing rules of capitalist economics.  First, charge what you can afford.  Second, charge based on demand. 

Are you ready to start your own Process Service business? Check out my book “The Business End of Process, Running a Process Service Company From the Ground Up” available on Amazon.com. http://www.amazon.com/s/ref=nb_sb_noss?url=search-alias%3Daps&field-keywords=%22The+Business+End+of+Process%22&rh=i%3Aaps%2Ck%3A%22The+Business+End+of+Process%22&ajr=0.

Serving Process: What Should I Charge?

So how much should you charge for serving process?  The answer varies depending on whom you ask. I’ve heard that the “golden rule” states that the rate for service of a single instrument (one court document) be competitive with the rate charged by the local sheriff or constable’s office for the same exact assignment.  In my business dealings with other process servers however, I have experienced a variance in the price that, in some instances, wildly swings from one extreme to the other.

In my opinion, there is no hard and fast rule. An amalgamation of factors plays into pricing.  To a small degree, consider what the sheriff or the constable charges for serving papers.  They have traditionally been the ones that served civil process before private process servers came on the scene, and as such, many feel they have set the standard.  Perhaps not in terms of quality or speed of service, but for some reason the local shire reeves (this is the original pronunciation for the sheriff from the old English dialect) appear to have set the standard.  I would not consider them the only factor.  After all, the reason private process serving has become an industry at all is because the volume of work available is so enormous that the quality and speed of the service derived from the sheriff or the constables is substandard, particularly in large metropolitan markets.  Not because they are terrible at what they do, but for the most part they simply do not have the resources to do otherwise.

When considering what local law enforcement charges the public for service of process, factor in other things, too.  First, would be fuel costs.  Factor in the distance traveled to deliver a paper as it relates to fuel costs.  If you have to travel thirty miles to deliver a court document pricing should reflect that cost.  It has been said that for every dollar cost per gallon of gas, one should factor a cost of $5.00 for the service.  Now, that is not to say that if gas costs $1.00 per gallon that you should charge $5.00.  No, what it says is that if gas costs $3.00 per gallon, then your fuel costs for the average process serving assignment should be $15.00 plus the cost of actually doing the service.

 
You might be scratching your head, so let me give you an example.  It is usually recognized that if you have an overall price of $60.00 per court document served in your local market, $30.00 should be for the actual serving part of the assignment - $30.00 for your time to go from your office to the service address.  Then you add $15.00 to cover fuel costs.  Now you are at $45.00.  Wait you say; that doesn’t add up to $60.00, and you’re correct.  Factor the remaining $15.00 for your office expenses, such as paper and other office supplies, insurance, utilities, advertising costs, and taxes.  Taxes?  Process serving usually doesn’t come along with sales tax, you say.  Correct; but you have to factor in your income tax withholdings, property tax, franchise tax, and all other government levees placed upon your business in accordance with the laws of your city, county, and state governments. 

So what happens if fuel costs go up?  Well, if a gallon of gas goes from $3.00 to $4.00 t you should probably consider raising your price from $60.00 to $65.00.

Next posting, we will discuss more pricing considerations.

If you are interested in starting up your own Process Service business, please check out my book “The Business End of Process, Running a Process Service Company From the Ground Up” available now on Amazon.com. http://www.amazon.com/s/ref=nb_sb_noss?url=search-alias%3Daps&field-keywords=%22The+Business+End+of+Process%22&rh=i%3Aaps%2Ck%3A%22The+Business+End+of+Process%22&ajr=0.