Today on Legal Late Night, we go from the gridiron of Notre Dame to the front lines of the legal gig economy with Jay Harrington of Latitude Legal. We’re breaking down the math of client loyalty and exploring how law firms can use “elastic capacity” to survive the staff-up struggle without losing their minds (or their profit margins).
We kick things off with a sobering monologue on the Net Promoter Score (NPS). In the legal world, there is often a massive disconnect between how a firm thinks it’s performing and how the client actually feels. NPS is the bridge over that gap, derived from one simple question: How likely are you to refer us on a scale of 1 to 10?
Promoters (9-10) are your raving fans; Passives (7-8) are the silent majority; and Detractors (1-6) are actively sinking your ship. According to the Clio Legal Trends Report, the average NPS for law firms sits at a measly 25—right alongside wireless carriers and airlines. If you want your firm to be viewed more like Netflix (NPS 41) and less like a budget airline, you have to start by asking the question and acting on the data.
Our guest, Jay Harrington, join us with a career path that sounds like a legal thriller. A Michigan Law grad and son of an FBI agent, Jay cut his teeth at Skadden Arps, starting just days after 9/11. He pivoted into bankruptcy law just in time for the 2009 financial crisis, eventually hanging his own shingle in Detroit during the GM and Chrysler restructuring era.
After a decade-plus run in legal consulting and coaching, Jay made the jump to Latitude Legal. The move represents a shift in how the legal industry views “contract work.” What used to be seen as a “bridge for people who couldn’t get real jobs” has evolved into a high-octane marketplace for specialized, big-law-caliber talent seeking autonomy.
At Latitude Legal, Jay and his team are seeing a surge in demand for flexible legal talent. Whether it’s covering a leave of absence, managing a nine-month strategic project, or integrating AI without committing to permanent hires, law firms and in-house teams are looking for “elastic capacity.”
In a segment that may haunt Jay’s three daughters for years, we subjected our guest to “Jay and the Harring Tones.” The game was simple: Jared reads the lyrics, Jay completes the line.
While Jay nailed the “Stairway to Heaven” finish (a staple of middle school dances in the ’80s), he hit a snag with Dr. Dre’s “Bitches Ain’t Shit”—proving that even a Michigan Law degree can’t help you decode every ’90s rap verse. He salvaged his dignity with a last-minute save on Eric Church’s “Springsteen”.
Ready to staff up without the stress? Connect with Latitude Legal today. Be sure to visit Legal Broadcasting Company often for our latest podcasts. If your law firm needs a “perfect reset,” contact Red Cave Law Firm Consulting.
Anything above the industry average of 25 is a start, but top-tier service providers should aim for 40+. If your score is negative, it’s time for a total cultural overhaul.
Communication is everything. Have your IT systems ready, provide a clear job description (e.g., “marketing-related MSAs” vs. just “contracts”), and ensure there is billable work waiting for them the moment they log in.
Absolutely not. Latitude focuses on high-level, specialized expertise—think former Big Law partners and in-house counsel handling sophisticated corporate and litigation matters.
