Creating a Five-Star Client Experience

My last trip of the year took me to New Orleans—one of my favorite cities. I love New Orleans for its epic southern hospitality, festive mood, fun people, live music and, most of all, amazing restaurants. During this visit, longtime friends took me to the legendary Commander’s Palace, where their philosophy is clear: “We are as good as our last meal served.” 

From the moment we arrived, we were treated like honored guests. Every employee we passed greeted us warmly, our servers were knowledgeable and attentive, and every bite of the meal was a delight. By the time our bread pudding souffles arrived, my friends were already making reservations for another visit. That experience made me reflect on how law firms can learn from the hospitality industry to create memorable client experiences. 

Lawyers often believe clients choose their firm because of their quality work, intellect and responsiveness. While those factors are critical, they’re merely the baseline. In reality, clients frequently choose outside counsel because they demonstrate a deep understanding of the business and industry and bring expertise that complements what clients lack in house. 

Over the years, several general counsel have likened their experiences with law firms to fine dining: 

“I’ve been thinking about how running a law firm is like running a restaurant. I’m looking for service, even in small things, right from the start. I need someone to show up within 5 minutes to offer drinks. It’s being responsive without being overly communicative.” 

– General Counsel 

“I think the best lawyers are similar to the best waiters at five-star restaurants. They know your preferences before you arrive. They tell you the specials and visit your table just at the right moments. They check on you just enough, but never too much. And at the end, you feel like the bill was well worth it because the food and experience were incredible.” 

– General Counsel 

What are your clients saying about their experiences working with your firm? Do they feel valued, understood and cared for? Or do they feel like just another transaction? 

As Will Guidara writes in Unreasonable Hospitality, “If hospitality is about making people feel seen, the best way to treat them is not like a commodity, but as a unique individual. Unreasonable hospitality means that one size fits one.” 

For law firms, this means moving beyond transactional relationships and creating a tailored, exceptional experience for each client. Like the best restaurants, be proactive, understand your clients’ needs deeply and exceed their expectations. When clients feel seen, celebrated and supported, they’ll keep coming back—just like my friends and I at Commander’s Palace. 

So, what lessons will your firm take from hospitality? It’s time to make your client service unforgettable.