In this episode of Off the Clock, co-hosts Gwen Griggs and Whitney Harper tackle one of their favorite topics: law firm metrics. They explain why traditional measures like billable hours, realization rates, and origination credit often create misalignment, wasted time, and even toxic firm cultures. Drawing on their experiences in both business and law, Gwen and Whitney reveal why firms should shift focus to meaningful KPIs that reflect values, client satisfaction, and long-term success. From the power of Net Promoter Scores (NPS) to measuring community impact, team health, and client experience, they highlight how law firms can evolve beyond outdated tracking systems. Listeners will come away with practical tools to identify what truly matters in their practice, plus simple steps to begin measuring success in ways that align with core values and client outcomes.

Key Timestamps:

03:10 – Why traditional law firm metrics like billable hours fall short

08:25 – The problem with origination credit and firm culture

14:15 – Borrowing from business: KPIs that actually measure success

19:30 – Aligning law firm metrics with values and client outcomes

25:45 – The importance of Net Promoter Scores (NPS) in law firms

32:20 – Lessons learned from client feedback, even negative scores

38:05 – Using metrics to identify ideal vs. non-ideal clients

43:15 – Building accountability and culture through visible metrics

48:50 – First steps for lawyers to begin measuring what matters

54:10 – Closing thoughts and invitation to connect with ADVOS Pro

About the Show: