Un-Billable Hour: Business Management Strategies for the Busy Lawyer Around the Community Table
Jun 9, 2026 · 45 min · 13 segments
In this episode of the Un-Billable Hour’s Seat at the Table: What’s the difference between sending clients out the door with their case successfully resolved and having clients walk away with a great…
Amira HasenbushGuestOkay, so now everybody knows who we are, and so even before we start talking about achieving customer satisfaction, let's go around and talk what does that mean.
What is, from, from your perspective in a law firm environment, because that's how our listeners are, law firm owners and managers, what does customer satisfaction mean to you? And I'll, I'll just so we don't all talk to each other, I'm not gonna do this every round, but, like, Ruby, we'll start with you, and then we'll shake it up later.
If the person who's selling the consult and the legal services and the rest of the journey is consistent is important.
So having a great experience is having that consistency, having your needs met, and feeling like you can get your answers when you need it and feel like there's an open communication.
I think a lot of times as practicing attorneys, we get annoyed with the clients who are actually the ones who run, help us run, exist in the first place, as, [laughs] you know? But we have to remember we are a professional service industry.
Service is in the name, and we have to remember that's what we're providing to our clients.
clients.Yeah. You know, you hear sometimes lawyers say, "This, this job would be great if it weren't for all the c- darn customers."
Ameera, how about you? What does it, what does it mean, what does customer service actually mean in the law firm context?
So for us, it's really about our clients feeling like they are held and cared for in a really-
... warm and, and competent way that both they're cared about and that they know that they're getting what they need when they walk out the door.
Um, is it the same as getting a good outcome, or is it different? 'Cause I, I heard you saying something a little bit different than that.
Okay, so now everybody knows who we are, and so even before we start talking about achieving customer satisfaction, let's go around and talk what does that mean.
What is, from, from your perspective in a law firm environment, because that's how our listeners are, law firm owners and managers, what does customer satisfaction mean to you? And I'll, I'll just so we don't all talk to each other, I'm not gonna do this every round, but, like, Ruby, we'll start with you, and then we'll shake it up later.
If the person who's selling the consult and the legal services and the rest of the journey is consistent is important.
So having a great experience is having that consistency, having your needs met, and feeling like you can get your answers when you need it and feel like there's an open communication.
I think a lot of times as practicing attorneys, we get annoyed with the clients who are actually the ones who run, help us run, exist in the first place, as, [laughs] you know? But we have to remember we are a professional service industry.
Service is in the name, and we have to remember that's what we're providing to our clients.
clients.Yeah. You know, you hear sometimes lawyers say, "This, this job would be great if it weren't for all the c- darn customers."
Ameera, how about you? What does it, what does it mean, what does customer service actually mean in the law firm context?
So for us, it's really about our clients feeling like they are held and cared for in a really-
... warm and, and competent way that both they're cared about and that they know that they're getting what they need when they walk out the door.
Um, is it the same as getting a good outcome, or is it different? 'Cause I, I heard you saying something a little bit different than that.
The rest of this transcript — segmented and speaker-labeled, so you land on the exact moment something was said
Search every transcript — by keyword, by phrase, or by meaning, across every show Radar indexes
Trends — what is surging across podcasts, measured against its own baseline
Alerts — when a name you follow appears in a newly indexed episode
No account is needed to search Radar.
