Peter Aprile and Natalie Worsfold interview Casey Flaherty, a former outside and inside counsel known for creating the Service Delivery Review, a tool that facilitates communication between law firms and clients.

The interview focuses on Casey’s new book “Unless You Ask,” which helps law firms use conversations to improve their working relationships with clients.  In the interview, Casey points out that building client-centric law firms is laudable but doesn't always offer an immediate return on investment.