One of my favorite sayings is from F. Scott Fitzgerald: Kenneth Grady’s Seytlines blog is an exercise in what Fitzgerald meant. In Grady’s essays on innovation in the legal industry—what it needs and where it is stagnating—human skills including “soft skills” have never been more valuable. Yet humans must use processes and systems and technology … Continue reading Listening analytics?
If a client feels listened to, is that client likely to use the lawyer or law firm again? Maybe, but not if the lawyer listened deeply and sincerely while charging three times what the client expected for the work. Metrics for lawyers and firms get complicated very fast. Kenneth Grady’s latest Seylines post points toward the lack of … Continue reading Listening and metrics of quality