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Asking questions & the problem of the client-centric law firm

If clients don't reward improved processes with more business, then why bother at all?
Asking questions & the problem of the client-centric law firm
Summary
Notes
Transcript
CPD

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. 

D. Casey Flaherty

Guest

D. Casey Flaherty, Procertas

Casey Flaherty is a former outside and inside counsel who first rose to prominence when he created the Service Delivery Review (“SDR”) to change the way he communicated with his outside counsel. Instead of generic complaints about inefficiency and arbitrary reductions in invoices, Casey sought to use metrics and benchmarking to foster structured dialogue, drive continuous improvement, and deepen the integration between his law department and his outside counsel, reasoning that, with people and price in place, process and technology present the most levers to drive continuous improvement. Casey brings the same premise to Procertas, where he provides clients with a variety of approaches to redirect resources towards higher-value activities. Casey believes in the disciplined pursuit of better and appreciates the aggregate impact of marginal improvements.

In addition to many writing and speaking engagements, Casey has a monthly legal technology column in the ACC Docket and co-authors a column on legal operations with Connie Brenton of NetApp for Inside Counsel.

Peter Aprile

Host

Peter Aprile, Counter Tax Lawyers

Peter Aprile is a senior lawyer specializing in tax dispute resolution and litigation. His vision as Counter’s founder and his everyday role at the firm are one and the same: to be an agent of change, uncovering opportunities and developing strategies that achieve more than anyone expected. A creative thinker, Peter studies problems from all different angles to find what others have missed. He’s also convinced that he likes winning more than most people.

Different people describe Peter in different ways. At the CRA and the federal Department of Justice, the word relentless comes up quite a lot. Admittedly, so does the word a**hole – but it’s often said with a certain grudging respect, if not affection. Peter’s clients call him a saint. Well, some of them, anyway. His colleagues describe him as empowering and harddriving, but fair. Peter’s friends call him loyal. His wife describes him as a lot to deal with, but worth it. Peter encourages his young daughter and son to call him “The Big Homie,” though with limited success. His mother describes him with the single word mischievous – before going on to complain that he should call more.

Read Peter’s complete bio →

Natalie Worsfold

Host

Natalie Worsfold, Counter Tax Lawyers

Natalie is a tax lawyer who represents individual taxpayers and owner-managed businesses in disputes with the Canada Revenue Agency (CRA). She also successfully challenges CRA decisions denying taxpayer relief and helps facilitate applications under the Voluntary Disclosures Program.

But what you really need to know about Natalie is that she’s a tax litigator with heart. When she takes a case, it’s not out of technical interest – it’s because she cares. And if she believes the government has got something wrong, she won’t stop until it’s been put right. She’s fierce.

Natalie is the co-architect behind many of Counter’s process workflows, software and data analytics systems, as well as our comprehensive knowledgebase (loving named Hank). And when it comes to preparing cases, she’s Counter’s secret weapon – happiest when elbow-deep in evidence, meticulously building creative solutions to seemingly impossible problems. Because the fact is Natalie sees things that other people don’t.

Natalie’s family and friends describe her as loyal, selfless, understanding and fun. They also mention stubborn. To her Counter colleagues she’s a combination of stellar brainpower and contagious enthusiasm who elevates the game of everyone around her.

Read Natalie’s complete bio →

Point of View

Season 02, Episode 10

Weathering the great legal reformation & practicing law as a team sport

Guest: Mitch Kowalski
Season 02, Episode 09

Using legal trends & vision to help lawyers build something bigger

Guest: Jack Newton
Season 02, Episode 08

Asking questions & the problem of the client-centric law firm

Guest: D. Casey Flaherty
Season 02, Episode 07

Building a client-first law firm before it’s too late

Guest: Jordan Furlong
Season 02, Episode 06

Lawyer proofing law firms & building stronger enterprises

Guest: Jordan Furlong
Season 02, Episode 05

Fin (Legal) Tech & monetizing law firm innovation

Guest: Daniel Martin Katz