In the sixth episode of How to Think Like a Lawyer, Alexander is joined by Mary Miah, Head of Operations at MKK Solicitors, for a look behind the scenes at the business side of a law firm: the people, systems and decisions that keep a firm running. Mary explains how she joined MKK for a month to help with compliance and never left, bringing fifteen years of business experience from a background in media and marketing. She describes a role spanning finance, HR, recruitment, training, systems and compliance, from moving the firm into a single office to planning a new area of law, and why she sees operations as the invisible backbone that lets solicitors focus on the legal work. The conversation explores how Mary prioritises across so many areas, and why fixing the root cause of a problem beats firefighting the same issue every day. She also explains why running a legal practice and running a business need not pull against each other, because both come back to client care, empathy and professionalism. Mary then takes listeners inside compliance at an SRA-regulated firm, from keeping every case file complete on the Clio case management system to internal file reviews at the start and halfway point of every matter, regular audits, and proactive client updates while decisions are still pending. Alexander and Mary discuss what separates a firm that runs brilliantly from one that struggles, why leadership, communication and empowered staff matter more than systems alone, and how the way a firm treats its people shows up in how it treats its clients. A major focus of the episode is recruitment and apprenticeships. Mary explains why she hires for character and curiosity over what is on a CV, how MKK’s work experience initiative grew into taking on two apprentices on a six-year route, what an apprentice’s week looks like, and what separates apprentices who thrive. They also discuss the end of government funding for new Level 7 solicitor apprenticeships for those aged 22 and over, and whether apprenticeships are still seen as second-best to university. The interview then turns to technology and AI in legal practice. Mary explains why staff using ChatGPT rang alarm bells, how the firm moved to Vincent, a ring-fenced AI tool within Clio, and why AI should help lawyers work smarter but never replace the human touch. She also explains why new technology is only worth the investment if staff are properly trained to use it. Next, Mary shares what lawyers most often underestimate about running a firm, why law firms should be more proactive and front-facing, and how business-to-business relationships and memberships such as the West London Chamber of Commerce help a firm understand its place in the wider community. Finally, she explains why aspiring solicitors and barristers should understand the business side of law, why legal operations is a career path in its own right, from compliance to costs drafting and project management, and her advice to anyone entering the profession: find your niche, follow your passion and never be afraid to ask questions. Topics covered include: legal operations, law firm management, the business of law, compliance, the Solicitors Regulation Authority, case management, file reviews, client care, leadership, communication, HR, recruitment, apprenticeships, Level 7 solicitor apprenticeships, work experience, legal technology, AI in law, business development, networking, careers in law and alternative legal careers. How to Think Like a Lawyer — Episode 06: Behind the Scenes in a Law Firm with Mary Miah.
