Chris shares how the pandemic prompted a fundamental shift in how he viewed his role as a lawyer — from focusing primarily on results to becoming deeply intentional about how clients feel at every stage of representation. He explains why client service begins at intake, long before a fee agreement is signed, and why firms that ignore the client experience do so at their own risk. With honesty, humor, and concrete examples, Chris discusses: Why client experience starts at the first phone call — and how tone, empathy, and responsiveness shape trustHow over-communication beats silence, even when there are no case updatesUsing client portals, automation, and surveys to improve communication without increasing attorney workloadTurning clients into “raving fans” who drive referrals long after a case endsWhy unhappy clients rarely complain directly — but always remember poor communicationHow brutal honesty, delivered with care, strengthens client relationshipsThe parallels between law firms and service businesses like restaurants and AmazonHow improving client experience benefits not only clients, but also staff morale and firm culture Chris emphasizes that most of the most impactful improvements to client experience are low-cost or free, requiring intention rather than technology — and that firms who prioritize service see fewer bar complaints, better reviews, and stronger reputations over time. Featured Guest Chris Earley, Esq. — Boston personal injury attorney and firm owner with nearly 20 years of experience. Chris focuses on client-centered practice design, communication systems, and building law firms that grow through trust, service, and referrals. Links and Resources: MCLE Online Pass Earley Law Group Injury Lawyers Connect with us on social! Instagram: mcle.newenglandLinkedIn: Massachusetts Continuing Legal Education, Inc. (MCLE│New England)X (Formerly Twitter): MCLENewEnglandBluesky: mclenewengland.bsky.socialFacebook: MCLE New England Important Note:Massachusetts Continuing Legal Education, Inc. (MCLE) is a nonprofit 501(c)(3) organization dedicated to providing high-quality, practical continuing legal education for the legal community. As part of its educational mission, MCLE presents a wide range of viewpoints and instructional content intended solely for educational purposes. The views, thoughts, and opinions expressed by individual participants in this podcast are their own and do not necessarily reflect those of MCLE, its Board of Trustees, staff, or affiliated institutions. Inclusion of any material or commentary does not constitute an endorsement of any position on any issue by MCLE.
