In this episode of Attorney at Work Today, Sally J. Schmidt—President of Schmidt Marketing, Inc. —explores why empathy is the ultimate differentiator in a modern law practice. By examining common service pitfalls through the eyes of the consumer, Schmidt demonstrates how “walking in your client’s shoes” can transform routine interactions into powerful opportunities for building trust and long-term loyalty.
In today’s competitive legal landscape, technical expertise is often the baseline expectation for clients, while the true differentiator lies in the quality of the client experience. In “Client Empathy: How Wearing Their Shoes Builds a Better Practices,” Sally Schmidt explores the vital importance of empathy, urging lawyers to view their practice through the eyes of those they serve. By examining common friction points—such as unreturned emails, disorganized meetings, and unexpected billing surprises—Schmidt illustrates how small oversights can lead to a significant erosion of trust. While clients come to a firm for legal solutions, they stay and provide referrals because of how they are treated throughout the process.
This insightful discussion forms the foundation of our latest episode of the Attorney at Work Today podcast. Join us as we dive deeper into these practical tips for improving client relations and discuss how shifting your perspective can lead to a more successful and fulfilling practice. We invite you to listen to the full conversation on the Legal Broadcasting Company website and discover how “wearing your client’s shoes” can transform your firm’s reputation and bottom line.
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