Customer Service

[15] The Face of a Modern Law Firm

Alex Solo is one of the founders of SprintLaw. A new law firm crafted using technology and set fees. Not only are they able to keep the prices lower for their clients but they are able to work remotely. They have a strong focus on marketing. While Alex is a lawyer he spends most of his time marketing the firm and driving new business. In this interview with Alex we talk about specifically the areas of marketing that they are focusing on, and how they are using Net Promoter Score to ensure that they have a high level of customer satisfaction and advocacy. They are making an impact in their industry and are shaking up and challenging how lawyers should be operating for both themselves and their clients. They are focused on helping small businesses, start ups and entrepreneurs. Creating legal documents in a cost effective way for this group.

You can find SprintLaw here

In the interview we also talk about their Instagram page – you can find that here


[14] Dealing with clients – kindness and compassion

Just me this week, no guest. My family and I went through an ordeal this week. While we were upstairs someone broke into our house and stole my handbag and car keys and then proceeded to drive off in my brand new car (6 months old). We are ok, and it could have been a lot worse. Having never gone through anything like this before it has given me a unique appreciation for grief and trauma and how people behave when they are at their most vulnerable.

I think there are some great lessons in here about care, kindness and compassion for people when they have no one looking out for their best interests. I have some advice and a gentle reminder about just how important and meaningful a lawyers role can play in someone’s life when they are at their most vulnerable.

As Ellen would say – ‘be kind to one another’

[11] A Lawyer Changing The World

Nicholas Stewart is changing the world. Once in a while you come across someone extraordinary who is doing extra ordinary things. They have niched their law firm Dowson Turco as an out loud and proud law firm. They support the legal needs of clients in the LGBTIQ community. But that isn’t what makes them stand out. Nicholas has dedicated his working life to changing the world, everything that they do within the law firm needs to make the world a better place. He does this through his pro bono work. Nicholas is the Vice President of New Theatre Properties, Director (Legal and Governance) at Rainbow Families NSW, LGBTI National Co-Chair and an executive at Australian Lawyers for Human Rights, a casual keynote speaker, a pro-bono lawyer at the Inner City Legal Centre, Kings Cross and a student in the Business and Human Rights Program (2018) of the International Bar Association and National Law Council of Australia. He is currently working to bring about a parliamentary inquiry into agency responses to LGBTI hate crimes in the 80s, 90s and 00s. In this capacity he is the pro bono lawyer for Alan Rosendale, a 1989 gay bashing victim.

In this podcast we talk about how they approach their marketing and the benefits and challenges of working in this space.


You can find Nicholas and his firm here

[9] What Your Clients Really Want

Martin Checketts is a Partner at Mills Oakley. Today he joins me on the podcast to talk about customer value and how he is changing his customer approach from being very task driven to a focus on personal service.

Martin is a genuine and caring lawyer who really focuses on adding value to his clients.

He is an author of a book “The Strategic Exit”, a guide for business owners on how to maximise value on the sale or transition of their business.

He is also the host of The Business Owners Podcast which provides Australian business owners with a resource hub to access legal information related to the running of their business. Through the podcast, Martin provides up-to-date, relevant advice which cuts through the dry and inaccessible nature of legal language, making it understandable and approachable for all. You can find the podcast here.


I spoke about the webinar I ran on constructing a marketing plan. If you want to watch the recording of webinar then you can download it here.


I also gave 2 people the chance to win 3 x free books thanks to Audible. All you have to do is email me and tell me what you love about the podcast or something you have implemented as a result of the podcast and you can win…..simple as that! Drop me an email at jessie at