If law firms could make one change to improve client value, what would it be. I Tweeted that on 26 November 2018 as Question of the Week. That Tweet spawned many great replies, which I share here.
If you don’t know Twitter, welcome to the chaos. I start with my question about client value. From there, if the answers seem random, that’s simply a function of different answers or my selecting parts of a dialog. Twitter is not designed to tell a single, coherent story when multiple people chime in.
I don’t normally blog a series of Tweets but given the emphasis on client value in the legal market – and the range of replies, including many from thought leaders – I decided to do so here.
Question of the Week:
If law firm management could mandate one change in how lawyers work to improve value for clients, what should it be?
— ronfriedmann (@ronfriedmann) November 26, 2018
Move work down (a.k.a. Leverage) https://t.co/icWIzqbkxK
— Toby Brown (@gnawledge) November 26, 2018
To reconcile @gnawledge w/ the other comments on @ronfriedmann ‘s Q, why not say instead: find higher use for lawyers (rather than moving work down); the tricky part is defining what higher use is and selling it so we don’t become the filling in @jaesunum ‘s “pies” https://t.co/9TMcCAElxr
— Susan Hackett (@HackettInHouse) November 27, 2018
Start with an embed programme so snr lawyers experience inside but across, ie not as in-house counsel, their client’s business to really understand the commercial corporate landscape to add better value to their subsequent legal advice once back at the firm? #walkthetalk #CX
— Jane ☕🏴🇳🇿 (@JaneTHoye) November 27, 2018
ADOPT A CLIENT! Get to know that client, share the relationship with that client, start to anticipate that client’s needs, empathise with that client and let this experience flow into other clients’ dealings with you @NirrGolan https://t.co/TXH5l2JCiW
— (((Jonathan Maas))) (@MaasJonathan) November 26, 2018
Ditch the billable hour.
— Rohit Parekh (@rohitparekh71) November 26, 2018
After ditching the billable hour, invest in truly understanding what clients value by learning what clients do with the work and why that work matters for their business. Empathy plus aligned incentives is a good starting place to create value for customers.
— Jason Barnwell (@smuckwell) November 27, 2018
Easy. Change the Oldlaw business model. Do not under any circumstances allow professionals to record time. The flow on effect of the benefit of that to clients (and to the law firms) is enormous. But as we know Oldlaw management has no intention whatsoever in doing that.
— John Chisholm (@ChisConsult) November 27, 2018
Pick a major + a few related minors for industry focus.
Pace & complexity of business demand it. “Generalist” approaches tend to impede learning about commercial context + impede solution-orientation on the business problem – instead encourages myopic focus on the legal issue.
— Jae S Um (@jaesunum) November 26, 2018
When you ask, listen, and are willing to be courageous with client, you would then be more open to change biz model/pricing and find collaborative ways to meet those needs.
— Nir Golan (@lawheroez) November 27, 2018
Division of labor. Sell, manage, work or lead…but not all four at once.
— Rob Saccone (@robsaccone) November 26, 2018
Learn the value of processifying workflow.
— Patrick Lamb (@ElevateLamb) November 27, 2018
If you present a budget….stick to it.
— Etan Mark (@LawRealigned) November 27, 2018
Quash the idea that the only professional expertise worthy of respect in a law firm is legal expertise.
— Legal Tech StartUp Focus (@LegalTechStrtUp) November 27, 2018