In a recent webinar hosted by In House Connect, a panel of legal experts discussed the importance of cultivating symbiotic relationships between in-house and outside counsel. Law firm business development expert David Ackert (Founder + CEO of PipelinePlus), moderated an engaging discussion providing valuable insights into building and maintaining high-value partnerships, featuring Mariana Loose (Alston & Bird), Kris Ashman (General Counsel, Bearcom), Marty Chao (Senior Corporate Counsel, Shein) and Pia Thomson (Founder + Fractional GC, LawsomeGC).
Here are the top five takeaways from the webinar:
- Responsiveness is key
One of the most critical aspects of a successful partnership between in-house and outside counsel is responsiveness. Panelists emphasized the importance of acknowledging emails within 2-4 hours to avoid clients’ concerns about the status of their communication. Setting clear expectations and preferences for communication upfront is crucial to maintaining a strong working relationship.
- Informal check-ins are preferred
When it comes to client feedback, the panelists favored informal check-ins over formal feedback requests. Quarterly one-on-one meetings were highlighted as an effective way to gather feedback and maintain open communication. Active listening and seeking input from clients at various levels, such as matter level or general relationship, were also encouraged.
- Relationship building before needs arise
Building meaningful relationships and expanding networks before legal needs arise was identified as a proactive approach to fostering high-value partnerships. Outside counsel should strive to be liked and essential, filling gaps within the organization. Panelists stressed the importance of making friends and nurturing connections to establish a strong foundation for future collaborations.
- Understanding client needs and preferences
To deliver exceptional service, outside counsel must take the time to understand their clients’ specific requirements, budgets, and preferences. Open dialogue regarding alternative fee arrangements (AFAs) and aligning services with the client’s needs were highlighted as essential components of a successful partnership. Panelists also emphasized the significance of recognizing outside counsel as part of the team and expressing appreciation for their work.
- Communication and relationship-building are essential
Throughout the webinar, the importance of communication and relationship-building was a recurring theme. Panelists advised that communication should be unprompted, frequent, and not solely focused on work matters. Genuine, thoughtful desire for human connection was identified as essential to sustaining high-value partnerships. Consistent communication, balanced with the recipient’s preferences, and the nature and value of the information shared, were also discussed.
The session provided valuable insights into the key elements of successful collaborations between in-house and outside counsel. Legal professionals can cultivate symbiotic relationships that drive business success by prioritizing responsiveness, informal check-ins, proactive relationship building, understanding client needs, and effective communication.
Did you miss the session? You can watch it now via IHC On-Demand!
