A Fresh Perspective on Exceptional Client Service in 2025

How is it possible Q1 has come to a close?! In what feels like the blink of an eye, three months have passed. And in that short amount of time, I have been lucky enough to travel to nine different cities, partner with 14 different firms, train and present to hundreds of lawyers and interview dozens of clients. Those who know me well have heard me say, “I am incredibly grateful to call this work,” but that feels more true than ever now.

I just returned from a work trip to London, where I was honored to lead a workshop for Eversheds Sutherland‘s top leaders to foster collaboration, innovative solutions and exceptional client service for their clients. I left inspired by the team’s passion, enthusiasm and creativity for improvement—and for what the trip gave me personally.

The trip, the project and extra time in an incredible city left me reflecting on the value of a fresh perspective. Below are some highlights:

• Clients care about ease of working with you. London’s tube has to be one of the most user friendly, efficient and easy systems to navigate. I felt like a local after my first trial run and used it dozens of times while there. What can you do to make onboarding, engagement and working with your firm seamless and easy to navigate?
• Time and connectivity matter. We accomplished more in 2.5 hours of in-person collaboration than what we would have delivered in hours of virtual meetings. Could you actually deliver better results with fewer meetings if you had clarity of purpose and made collaboration and time together a priority?
• Being uncomfortable and not always succeeding are critical to growth. Some of the best ideas of the day came from leaders who were willing to share an idea that did not go as well as planned. Enjoying tea without my phone or going to the theatre alone forced me to be in the moment and empowered me for the next adventure. Are we highlighting the importance of “failure, risk and pivoting” to the next generation? How can we lead within our own firms and teams in this way?
• Clients notice when firms invest in serving them better. A client recently said, “It is very apparent to me which firms take time to meet about us when we are not in the room. You can see how much better they communicate, collaborate and come up with new ideas than the firms that do not meet.” Are you gathering your lawyers to discuss how you can collaborate better and solve proactively or are you just sharing project updates?