Rethinking Client Experience in Law

Wayne Hassay, MSH managing partner, recently contributed a chapter to Fundamental Skills for Modern Lawyers, published by Globe Law and Business, with an eLearning version to follow through CILEX (Chartered Institute of Legal Executives).

“Client Experience Is Not a Vibe: Building Feedback That Is Constructive, Credible and Actionable” challenges the idea that client service is just a slogan. It is an operating standard that must show up in daily delivery, not just marketing language. His chapter lays out a practical framework for building that standard—shared terms with shared meaning, clear boundaries around legal judgment, a disciplined listening method, real ownership with closure, and measurement designed to produce improvement. It also tackles where firms go wrong and how to fix it, offering a roadmap for scaling client experience without compromising professional judgment.

To pre-order Fundamental Skills for Modern Lawyers, click here.