There’s a fundamental disconnect happening in the legal industry right now, and it’s putting firms at risk.

Nearly 50% of firms report that clients are pushing back harder on their rates, while 52% of clients now prefer digital-first legal services. 

Law firms still operate largely the same way they have for decades. Meanwhile, clients run modern businesses with sophisticated technology. They track global supply chains in real-time and expect instant visibility into everything they purchase. 

This gap isn’t sustainable.

The new normal: Transparency isn’t optional

In their 2024 survey, Global Growth insights found that 41% of clients want real-time legal updates and research confirms that “clients now expect more transparency, faster turnaround times, and alternative pricing models.” These aren’t preferences anymore – they’re baseline requirements.

Transparency means your client can log in at 10 PM on Sunday and see what tasks are complete, who’s responsible for outstanding items, when deadlines are coming, and where bottlenecks are emerging. 

Chris Grant, Managing Director of Client Value at Goodwin and former Head of Legal Operations at major banks, describes this shift in client expectations: “It’s not just about the billing. It’s really putting the client at the heart of every interaction…focusing on that commerciality, predictability of the work that we’re doing, and really focusing on that true partnership.”

Speed: When “as soon as possible” isn’t fast enough

79% of potential clients expect firms to respond to communications within 24 hours, yet responsiveness remains a top complaint among corporate counsel. In a business environment where email response times are measured in hours, legal’s communication speed often lags behind every other professional service. 

Speed isn’t just about response times. It’s about deal velocity. Think about typical deal bottlenecks: document status updates, alignment calls, tracking down latest versions, coordinating signatures, compiling status updates – each adds hours or days to your timeline. Your clients work at internet speed, yet most firms operate on traditional timelines.

In a conversation on our podcast, Rusty Fleming, Partner at Nelson Mullins, sees the direct connection between speed and client satisfaction: “I look at speed of response. That’s one key thing in our business… the faster we can do things, the more efficient we can be.” The result? Better client experiences that translate into repeat business and increased profitability. When Rusty evaluates technology ROI, he measures it in terms of speed: “Can I close more deals using the same number of people?” Faster response times don’t just satisfy clients – they directly increase deal volume and revenue.

Modern service delivery: Transparency and predictability

Your clients collaborate digitally with every other vendor they work with. Legal work is often the only place where they’re forced to revert to email chains and phone calls. They expect centralized document repositories, real-time progress dashboards, seamless communication channels and mobile access – not because it’s innovative, but because it’s standard everywhere else.

This extends to how they want to work with you. Modern clients expect true collaboration: shared workspaces where internal teams and external counsel can work together efficiently, without the friction of version control issues or communication delays.

Predictability matters just as much as collaboration. Alternative fee arrangements represent 15-25% of billings in sophisticated legal departments, and BTI Consulting reports that 60% of corporate clients prefer fixed fees over hourly billing. Your clients want to know what they’re paying and when work will be complete – clarity that helps them plan and budget effectively.

Whether it’s project status or legal costs, clients want visibility and predictability.

Client service excellence: The foundation of lasting loyalty

The data tells a stark story about client loyalty in BigLaw. Just four years ago, 69% of corporate counsel would recommend their primary outside counsel to a peer. Today, that figure has collapsed to less than 28%.

This decline matters because 86% of all law firm/client relationships start with an unprompted peer-to-peer recommendation. When corporate counsel stop recommending their firms, the pipeline of new business dries up. And what drives those coveted recommendations? Superior client service accounts for 70% of referrals – nearly 5 times more than any other single factor.

The firms that deliver exceptional client experience don’t just retain clients. They become the first call when new matters arise.

The bottom line: Adapt or get left behind

Your clients work with vendors in other industries who provide transparency, speed and modern digital experiences. They know what’s possible. When you can’t offer the same level of visibility into deal progress, seamless collaboration, predictable timelines or data-driven insights, you’re sending a message that you don’t understand modern business.

In an increasingly competitive market, client experience is becoming the primary differentiator. When clients can choose from dozens of qualified firms, they’ll choose the ones that deliver clear value – transparency, collaboration, speed, and certainty – while proactively spotting and mitigating risk throughout the transaction.

Ready to meet modern client expectations? Book a chat with us to discover how transaction management platforms can transform your client experience.