Malpractice claims are bad news. They can make you less attractive to underwriters, raise your insurance premiums, hurt your professional reputation, and – in some cases – can even create a dust-up with the state bar. With so much on the line, it makes sense to do everything you can to avoid receiving a malpractice suit.
The pervasive cultural narrative around lawyers and the nature of the legal system make it hard for law firms to improve customer satisfaction scores. But as legal tech improves, and disruptive companies encroach on law firms, it’s more important than ever for firms to focus on building profitable long-term relationships with happy customers.