Legalzoom CEO John Suh joins Legal Talk Network producer Laurence Colletti to talk about efficient delivery of legal services and access to justice. They discuss the expensive albeit efficient delivery mechanisms in Biglaw and how those services are well designed for their high budget clientele. With 88% of their time spent on billable activities compared to 51% for solos, plenty can be learned from the Biglaw organizational model. In addition, with the growing number of pro-se clients unable to afford hourly rates, there appears to be great opportunity in law for those who can harness a better delivery methodology.
Stay tuned as the discussion turns to the net promoter score and how it is being used to help lawyers provide higher quality legal services with greater client satisfaction. Attention spent on setting clear expectations, streamlining processes, and being accountable to clients will yield long term return on investment. In this interview, John recommends explaining cost drivers to clients, the non-use of legalese in explanations, and participating in rating services.
Discussed in this Episode:
- Access to Justice
- Biglaw efficiencies
- Net promoter score
- Three ways to improve service and increase client satisfaction
John Suh has served as LegalZoom’s CEO since February 2007 and as a member of their board of directors since February 2005. Prior to LegalZoom, Suh was CEO of StudioDirect, the Internet division of a global supply chain company, Li and Fung.