Client experience is no longer a “nice to have” for law firms. It is a growth strategy. In this episode of Firm Factor, we break down how responsiveness, intake, communication, and billing practices directly impact client trust, retention, and referrals. From missed calls to unclear expectations, we explore where firms unintentionally create friction and how small operational changes can dramatically improve outcomes. If your firm is struggling to convert leads, manage client anxiety, or stand out in a crowded market, this conversation offers practical insights you can implement immediately.

Key Takeaways:

• Why speed and responsiveness matter more than ever in legal services

• How poor intake and unclear expectations quietly cost firms clients

• Where technology and automation actually help, and where they do not

• How proactive communication reduces client anxiety and complaints

• What high-performing firms do differently to earn trust and referrals

Brought to you by Thyme and LegalRev.