In this episode of MCLE This Week, host Bruce Richard is joined by Boston based personal injury attorney Chris Earley for a practical, candid discussion on client experience as a growth strategy. Drawing on two decades of practice and lessons learned the hard way, Chris explains how intentional communication, empathy, and systems-driven service can transform every client interaction into a referral, a reputation builder, and a healthier law practice overall.
Chris shares how the pandemic prompted a fundamental shift in how he viewed his role as a lawyer — from focusing primarily on results to becoming deeply intentional about how clients feel at every stage of representation. He explains why client service begins at intake, long before a fee agreement is signed, and why firms that ignore the client experience do so at their own risk.
With honesty, humor, and concrete examples, Chris discusses:
Chris emphasizes that most of the most impactful improvements to client experience are low-cost or free, requiring intention rather than technology — and that firms who prioritize service see fewer bar complaints, better reviews, and stronger reputations over time.
Featured Guest
Chris Earley, Esq. — Boston personal injury attorney and firm owner with nearly 20 years of experience. Chris focuses on client-centered practice design, communication systems, and building law firms that grow through trust, service, and referrals.
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