In this special episode we are joined by Andrew White – who shares his learning of how to be “client-focused” from more than 20 years as a partner at a City law firm – with many years of experience spent delivering client advisory projects, and also client-facing learning programmes.
Andrew discusses what are the “perennial truths” of client service, things which have not changed, and also the “new”: what is becoming even more important for client in 2026 (and beyond), which their advisers need to understand? Practical tips and ideas on different aspects of being “client-focused” are given on a range of topics – including how one needs to think very carefully about communication styles and strategies.
The episode also covers the special importance of the “human touch” in personalising one’s service – to show one has truly listened to a client. Andrew then discusses a number of practical strategies for developing key commercial and client-facing skills, ranging from critical thinking to story-telling. As a final take-away, Andrew also offers three key areas for lawyers to keep in mind: “VAR” – the important link between client-service and one’s “Values”, managing new “AI” tools as part of client service, and the importance of “Reflection”.
Actions and resources for listeners:
· Read
this blog on “the Human Touch” – is there anything you would add to Andrew’s list in the article of what are the critical elements?
· Can you be too “client-focused” as a lawyer? Read
this article and consider 2 points on each side of the argument!