Technology should empower—not replace—meaningful client connections in the legal profession. At Hona's Disrupt Conference, the prevailing wisdom wasn't about using AI to minimize client interactions, but rather leveraging automation to create more time for genuine human connection. As Josh Sanford of Lexamica powerfully stated, the goal should be to "waste more time on the phone with clients" so that when critical decisions arise, they trust your guidance.

The most innovative law firms are implementing strategic approaches to enhance client touchpoints. Attorney Ethan Ostroff has introduced a dedicated scheduler position focused solely on client contact and document collection. This overseas virtual role significantly increases client communication, which consistently correlates with better case outcomes and satisfaction. When clients feel connected to their representation, they follow medical recommendations more consistently and ultimately leave more positive reviews—regardless of the case result.

Automation tools are evolving to support deeper client relationships. Hona's platform now offers regular push notifications asking clients about experiences that won't appear in medical records. This accomplishes multiple goals: clients document relevant information in real-time rather than trying to recall details months later; attorneys gather richer case data; and there's a clear record of client engagement. Similarly, implementing early TBI screening helps identify symptoms clients might not initially report to doctors, potentially strengthening case documentation.

A critical insight for any law firm: stay current with your existing technology stack before purchasing new solutions. Products continuously evolve after purchase, and firms often miss valuable new features simply because no one is designated to maintain regular contact with account representatives or attend product updates. The functionality you need may already be available in tools you're paying for.

As the legal landscape evolves with AI and automation handling routine tasks, firms that differentiate themselves through empathy and relationship-building will thrive. The future belongs to lawyers who leverage technology to handle mechanical aspects while dedicating their newly available time to the human elements of legal practice that truly matter to clients.

Looking to grow your practice? Join us at the Great Legal Marketing Summit (October 23-25 in Fairfax, Virginia) where experts like Dan Kennedy, Jay Berkowitz, Jason Hennessey, and more will share cutting-edge strategies for law firm growth. Grab your tickets at glmsummit.com and position your firm for success in this rapidly changing legal landscape.

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Brian Glass is a nationally recognized personal injury lawyer in Fairfax, Virginia. He is passionate about living a life of his own design and looking for answers to solutions outside of the legal field. This podcast is his effort to share that passion with others.

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