Client Questions For Law Firms: What Managing Partners Need To Know

Client Questions For Law Firms: What Managing Partners Need To Know

In a recent piece, Jason Reeves and Hernán Cipriotti of Zelle LLP outline the essential “client questions for law firms” that cut to the heart of how firms actually operate. They note that clients often assume hiring a reputable lawyer from a reputable firm guarantees strong results, but incentives and team dynamics behind the scenes can make a significant difference.

Reeves and Cipriotti stress the importance of transparency around financial incentives. How partners are compensated, whether they collaborate across matters, and if billable hour targets are reasonable all affect whether clients receive the benefit of the firm’s full resources or just the effort of one lawyer. The authors argue that law is a team sport, and clients should understand whether matters are staffed collaboratively, how responsibilities are distributed, and whether associates are empowered to contribute meaningfully to the team.

Equally critical is clarity on who clients will interact with on a day-to-day basis, from drafting documents to responding to urgent requests. Effective communication is another differentiator: the best firms adapt to client preferences, whether through weekly updates, concise summaries, or milestone check-ins. Finally, clients want to know that their goals drive strategy and that the firm’s working style aligns with their own pace and expectations.

Clients are probing deeper than just a firm’s brand or technical competence. They want to see collaboration, adaptability, and consistent trust-building in action. Firms that can answer these questions with candor and confidence are better positioned to retain long-term client relationships.