Client-Centered Lawyering

Jack Newton, the legal technology innovator and CEO of Clio, released his book, The Client-Centered Law Firm: How to Succeed in an Experience-Driven World, in January, 2020. Just months before we all transitioned to online modes for work, shopping, and socializing, Jack emphasized the need for lawyers to consider client expectations, which were being shaped by seamless digital experiences even before then. Examples like online scheduling, transparent pricing, and responsive customer service are now clear essentials, but it was his integration of start-up culture into law firm design that truly resonated with me.

Jack frequently discusses the ‘latent legal market’—the untapped potential would-be legal clients who aren’t currently using legal services to solve their problems. This market presents a significant opportunity for lawyers adept at delivering cost-effective solutions.

I am very familiar with these clients. They would approach me for initial consultations about small claims cases, contractor disputes, or other basic unresolved legal matters. Although I provided as much summary advice as possible during brief meetings, many found my representation costs prohibitive, given their requirements.

This led to a fundamental question: how can I offer affordable legal services that meet client needs while covering operational costs and remaining profitable? Shortly after the publication of Jack’s book, I left my traditional full-service law firm job to try to find the answer. What exactly do these clients seek from their lawyers? How can I deliver these services in a way that is both desirable to clients and economically viable for all parties?

Transforming these insights into a functional, client-centered practice has been simultaneously challenging and deeply rewarding. As I continue to explore and refine ways to enhance the accessibility and affordability of legal services, I am eager to share my discoveries and ideas with you, and especially with my colleagues in the industry. Stay tuned for updates on my progress and the practical solutions I am developing to serve the latent legal market better. Together, we can redefine lawyering and ensure justice is attainable for everyone.

Thank you for joining me on this transformative journey!