Un-Billable Hour: Business Management Strategies for the Busy Lawyer Around the Community Table

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 feeling and a real human connection to you and your firm

A law firm is a service industry. Successful firms understand how personal, attentive service and communication leads to happy clients and builds repeat business and referrals. 

Clients begin to form their opinion – their gut feeling – of your firm from the second they reach out. Most have never hired an attorney, it’s scary. Being kind and supportive from start to finish pays off in client satisfaction.  

Take a “seat at the table,” with host Christopher T. Anderson and guests as they share the nuances of customer experience, client satisfaction, and going beyond achieving a desired outcome.

What is “customer satisfaction?” As attorneys, we may think that means handling a case with efficiency and competency. But clients want, maybe need, more. Empathy, guidance, and a process that makes them feel heard and that their attorney cares about their problem.

In this episode of a Seat at the Table, Christopher is joined by experienced and successful attorneys Ruby L. Powers and Amira Hasenbush and legal marketing guru, former attorney, and co-host of the Legal Talk Network’s Lunch Hour Legal Marketing podcast Gyi Tsakalakis.

Hear ideas for delivering a delightful experience. Build trust and connections (and earn repeat business and referrals). Getting a good outcome these days is table stakes, you’re expected to do your job. The A+ in experience is the client who leaves feeling appreciated, recognized, and supported.

Technology is great. AI is changing the game. But no tech replaces a human who doesn’t just pretend to care, but really does care. It doesn’t matter what you think you’re delivering. What matters is what your clients feel you’re delivering. 

Mentioned in This Episode:

AI Companion

Querious

Fireflies AI

Hona AI

Case Status AI

“Cues: Master the Secret Language of Charismatic Communication,” by Vanessa Van Edwards

“Unreasonable Hospitality: The Remarkable Power of Giving People More Than They Expect,” by Will Guidara

Clio

ClioCon 2026, Oct. 26-27, 2026

Legal Talk Network Unbillable Hour

Money, profit, probably isn’t the only reason you own a law firm. But it is an important part of it. Guest Ben Hockema is a financial planner who specializes in helping business leaders focus on long-term profits and understand why focusing on, and delivering, profit is so important.

Hockema’s company, Illuminate Wealth Management, works closely with law firms and their owners. Perhaps no one told you owning a law firm is owning a business. But the reality is you can’t effectively serve clients without focusing on your business and making it work. Law school may teach you the law, but no firm functions without profits. It’s important that you build a firm that pays you first. 

A profitable firm starts with your mindset. If you’re distracted by financial insecurity, if your firm isn’t delivering the profits that allow you to practice without worry, you aren’t doing your best work. The profit-first mindset isn’t about being selfish, it’s about eliminating distractions.

Hear how Hockema helps law-firm owners reshape their understanding of how a firm works. Generating sustainable profit is a leadership decision, a conscious goal, not simply what’s left over at the end of the month. Consider these vital tips that can change your thinking (and understand the biggest mistake law firms make).

Mentioned in This Episode:

“Profit First,” by Michael Michalowicz

Clio legal software

Legal Talk Network

In this episode of the Un-Billable Hour’s Seat at the Table:

Get past the stigma: Law firms sell a service, and that’s no different than any other service business. It makes sense to hire a sales pro to find and sign customers

What makes for a good non-attorney sales pro? What skills do you look for and where do you find them?

Attorneys practice law. They aren’t trained in sales. Don’t waste time giving free advice during a “consult.” Let a sales professional sign the client, then focus on solving their problem.

Take a “seat at the table,” with host Christopher T. Anderson and guests Rob Leitner and Elliot and Erik Alicea, experienced pros in building and running successful law firms. In this episode, law firms have grappled for a while with the idea of employing non-attorney salespeople to drive leads. That discussion is probably over, it’s time to talk about maximizing the value of these sales professionals. 

Let’s remove the stigma, law firms sell services. And lawyers aren’t salespeople. Hire a pro. Whether you call them salespeople or client/attorney liaisons or whatever else, the job of non-attorney salespeople is to welcome clients to the firm while ensuring the firm is a good fit for them, and the clients are a good fit for firm.

But who are they? Where do you find them? Remember, this is the face of your firm. You’re looking for “personality plus,” meaning empathy, an understanding of the firm’s role and culture, and conversation skills. They don’t need legal skills, they need sales skills, that might include pros from high end car dealers or luxury item sales, even real estate professionals.

In this episode of the Un-Billable Hour’s Seat at the Table, our panel of practice management and marketing professionals share inside tips for finding non-attorney sales pros to represent your firm, how to train them, and how to turn that hire into profit.

Mentioned in This Episode:

Dyson Vacuum Commercial, YouTube

Clio

ClioCon 2026, Oct. 26-27, 2026

Legal Talk Network Unbillable Hour

Reputational management and referral marketing in a crowded field are valuable commodities. But how are law firms and legal leaders building their business through reputational development? Guest David Craig is an experienced and recognized attorney specializing in trucking accidents and liability. He developed a reputation through legal acumen, public service, and as the author of the book “It’s Never Been Easier to Hire the Wrong Attorney.” But he also says a firm’s reputation can be defined by the people it hires.

Craig is the managing partner and a founder of the Indiana personal injury firm Craig, Kelley, and Faultless LLC. He shares what he learned about reputational development over years of work. It all starts inside the firm, not the courthouse. You can’t say one thing but have anyone inside the firm doing another. 

Start with hiring. The people you hire represent your firm as much as you do. Hiring, monitoring performance, talking with clients, and online reviews all matter. Strong firms (and leaders!) take an interest in how every member of the team both performs and represents the firm’s bedrock principles. 

Clients don’t want to hire the wrong attorney, but sometimes they don’t know how to hire the right one. Building a reputation creates positive reviews, community support, and referrals. Hear how your firm – from top to bottom – can ensure a consistent positive client experience that turns into repeatable business.

Everything you and your team do, starting with informational meetings and helping prospects feel welcome and appreciated, down to making sure clients remain comfortable and informed, builds your firm’s reputation. 

Mentioned in This Episode:

“It’s Never Been Easier to Hire the Wrong Attorney,” by David Craig

Clio legal software

Legal Talk Network

In this episode of the Un-Billable Hour’s Seat at the Table:

Establishing a brand is one thing, sharing that brand with potential clients who need what you’ve established as a brand – your solutions – is next

It’s easy to waste money on marketing when your efforts are unfocused. Be strategic. Learn from others. What works?

Don’t just pursue all the potential clients in the world, speak directly to the clients you want. The ones who are ready to hire you, not just kick the tires.

Take a “seat at the table,” with host Christopher T. Anderson and guests Rob Leitner, John Reed, Kristen David, and Elliot and Erik Alicea, all experienced pros in building and running successful law firms. In this episode, dig into marketing, the next step once you’ve established your brand identity. How does marketing share your vision and attract the clients you want?

Share how, and why, you and your firm are the solution to your potential clients’ problems. Because that’s what clients want: solutions. As we’ve learned, branding is who you are and what you stand for. But marketing is about connecting with potential clients, sharing that brand, and creating that “Bam, that’s who I want to work with” revelation. 

Learn to connect your value proposition to your target audience. Define your ideal clients, find them, and let them know you understand their situation and can help. Then, after the initial contact, get them in the door and cement that connection.

Avoid wasted effort by connecting your brand to your marketing, making your voice heard and your capabilities recognized. It all has to work together to help you interest, connect with, and land the clients you want. 

Mentioned in This Episode:

Clio

ClioCon 2026, Oct. 26-27, 2026