Now available!

What does great client service look like in a modern law practice? It’s a question legal professionals around the world continue to ask, and one of the topics explored in the newly published Fundamental Skills for Modern Lawyers from UK-based publisher Globe Law and Business.

MSH Managing Partner Wayne Hassay contributed a chapter, Client Experience Is Not a Vibe: Building Feedback That Is Constructive, Credible, and Actionable, that examines how law firms can turn client feedback into meaningful improvements while preserving independent professional judgment. The chapter focuses on practical systems for listening, accountability, measurement, and continuous improvement to ensure that the client experience is more than a marketing slogan.

The publication is now available here.