The unprecedented events of the past year forced professional service firms to adapt the dynamics of operating an office and meeting with clients. The virus has upended normal office operations, but some firms have emerged more efficient.

One example: Duben & Associates (Encino, Calif.) is a firm that offers tax, accounting, and other services, including business valuation and litigation support. The firm’s professionals had some experience with working from home, so, when the pandemic hit, the firm just had to make some administrative adjustments. Client meetings were rearranged via Zoom or conference calls. Some clients still preferred in-person meetings, which the firm was able to accommodate by midyear, with appropriate safety protocols. As the pandemic played out, well over 50% of the firm’s rented office space went unused.

When the time came to sign another five-year commitment for its current space, the firm reviewed the operations of the past months. Here’s what it discovered:

• Clients adapted to Zoom/conference calls, and there was positive feedback; what used to take potentially a couple of hours (including drive time) could now be achieved in an average of 30 minutes;
• The professional staff preferred working part-time or full-time from home; productivity increased as they were able to better focus on client assignments instead of sitting in traffic; and
• Internal best practices improved: Document intake and storage capacity were enhanced, as was client project triage, follow-up, and review.

Result: The firm realized that it has become more efficient on behalf of clients and staff while occupying a smaller physical footprint. Therefore, the firm will relocate to smaller offices nearby.