Why Client-Centred Law Firms Succeed

Why Client- Centred Law Firms Succeed

– Jack Newton, CEO and Co-founder of Clio

Clients know a better experience is possible, and they expect it everywhere. They use Google, instant messaging apps, and online credit card payments every day, which means they notice when a law firm hasn’t bothered to adopt these technologies. People used to be willing to play phone tag, but now – with options like texting and online scheduling tools – clients are more discerning about such inconveniences.

The myriad of tiny interactions that happen before, during, and after a consumer buys a product might seem inconsequential individually, but collectively they can make or break a business. Through the market of natural selection, firms that evolve in a way that meets client needs are the ones that will earn better reviews, more referrals, and more returning clients. This doesn’t need to come at the expense of the firm itself – far from it. Clientcentred firms know that providing good client experiences and running an efficient, profitable law firm aren’t opposing ideas. With the right approach, they drive each other.

These are the trends that we’re seeing in the legal industry, and across all professional services, and I want to ensure lawyers have the tools and knowledge they need to succeed in their evolution. That’s why I've written The Client-Centered Law Firm, which is both a rallying call for a tectonic shift in the legal industry and a handbook for becoming a client-centred law firm. Divided into three parts, covering the what, why, and how of running a client-centred practice, it features numerous examples from forward-thinking legal professionals who are already putting client-centred practices into action.

The opportunity for law firms today is tremendous. Learn how to create a more client-centered law firm by visiting clientcentredlawfirm.com. ■