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How these firms are enhancing client connectivity
Two nationals and a global law firm have weighed in on how the pandemic saw a change in how they interacted with clients, and whether that approach is here to stay.
Emma Musgrave
Speaking to Lawyers Weekly on the concept of how COVID-19 has shifted the business of law, Maddocks chief executive David Newman, Hall & Wilcox managing partner Tony Macvean, and Herbert Smith Freehills Australian executive partner Andrew Pike each spoke about how the pandemic, in many ways, brought them closer to clients.
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“The shared human experience of dealing with a pandemic at home, often surrounded by family members and pets, has created in many cases stronger bonds beyond the lawyer-client relationship,” Mr Newman said.
“There has been very little change to the way deals are done, except for the greater reliance on technology to stage meetings and exchange documents, which is technology that we had been moving towards for some time.”
On the Hall & Wilcox side, Mr Macvean said the firm remained focused on supporting its clients, particularly in times where their business and the area in which they operate were changing.
“We have found that in some cases we have been better able to connect with clients – without travelling and commutes,” he added.
“We worked on many deals and disputes in 2020. While there were some challenges (e.g. in running multiple party negotiations), in our experience deals were able to get done.
“...Many of our people also discovered they live close to some of their clients and, when it was safe to do so, were catching up in person with clients close to home. We are hoping some of these interaction changes with our clients will continue.”
Mr Pike said he is extremely pleased that HSF has continued to be “productive, provide excellent client service and support each other over the last year”.
“The fundamentals of the job – working closely with our clients to understand their specific needs and add value to their business – have remained the same, however the approach became largely virtual with client meetings and events moving online,” he explained.
“Deal making and litigation proceedings were largely conducted online too. While this created some additional challenges, we were focussed on helping our clients address the pressure points and opportunities created by Covid-19.
“The pandemic demonstrated that as a firm we are able to maintain connection and foster collaboration with our teams and clients regardless of where people are working.
“Going forward, we are confident that through the use of a hybrid model – some in person and some virtual engagement – we will continue to provide excellent service to our client and also develop the skills of our people.”
