Must Read for Lawyers Looking to Reduce 'Friction' and Improve Client Experiences

Let me start by saying what the Client-Center Law Firm doesn’t do. It doesn’t advocate a cookie-cutter approach. And even though its author — Clio's Jack Newton — is the CEO of a legal tech company, he doesn’t push for lawyers to adopt the latest, flashy tech trends.

Instead, this book takes a practical, common-sense approach to law practice in a world where consumers (your clients) are choosing services based on their experiences. Newton is careful to say that being client-centric doesn’t mean lawyers need to dazzle their clients. But to gain an advantage in an increasingly competitive marketplace, lawyers do need to start thinking about what it's like for their clients to hire and trust them to resolve a legal matter. What client-centric means will inevitably vary depending on the type of law, the size of a practice, and the type of clients a lawyer is aiming to serve.

And Newton provides concrete examples of how firms have spent time listening to their clients to shape their firms to create a better, more satisfying experience for clients sometimes during the worst times of their lives.

Clio has long distinguished itself as a company that innovates by listening to its customers and solving pain points for practicing lawyers. Clio’s success strategy is built on making lawyers more successful.

This book gives lawyers a clear roadmap, guiding them to think through and design a client-centric practice model that works better for lawyers and the clients they serve.

Versions of this first appeared as a review of Newton’s book on Amazon and Goodreads.

Book Review