Law firms spend enormous amounts of time and money winning new clients, then often overlook the relationships they have already built. In episode 636 of the Lawyerist Podcast, Stephanie Everett talks with EJ Stern and Katherine Wilson about how intentional client nurturing can lead to stronger relationships, repeat business, and more referrals.
EJ and Katherine explain why clients can quietly disappear when firms stop staying connected, why asking for feedback can strengthen rather than threaten a relationship, and how lawyers can move beyond being the person clients call with one legal problem to becoming a trusted advisor they call about everything else.
They also share practical ways to stay top of mind, from LinkedIn and personal check-ins to thoughtful gifts, memorable experiences, and small gestures that show you actually know the person behind the matter. As AI-generated communication becomes easier to produce, authentic human connection may become even more valuable.
If your firm is constantly focused on finding the next client, this conversation is a reminder that some of your best growth opportunities may already know, like, and trust you.
Listen to the previous episodes of our Client Retention, Referral Growth & Relationship Building.
#609: Improve Client Satisfaction Without More Work: Designing Smarter Legal Services, with Laura Hartnett Apple | Spotify | LTN
#608: Business Development for Lawyers: Building Real Relationships That Lead to Clients, with Megan Senese Apple | Spotify | LTN
#592: Client Care, Culture, and Character: A Framework for Great Leaders, with William O’Neal Apple | Spotify | LTN
#526: LinkedIn Mastery: Grow Your Law Firm NOW!, with Matthew Hunt Apple | Spotify | LTN
#424: How to Get Great Feedback from Clients, with Ashley Steckler Apple | Spotify | LTN
#347: How a Client Happiness Coordinator Increased My Firm Referrals & Reviews, with Ryan McKeen & Brittany Green Apple | Spotify | LTN
Links from the episode:
https://smith.ai/
8am Kaleidoscope: https://www.8am.com/events/kaleidoscope/
Fractional Law Firm CMO
Fractional Law Firm CMO on LinkedIn
EJ Stern on LinkedIn
Katherine Wilson on LinkedIn
Have thoughts about today’s episode? Join the conversation on LinkedIn, Facebook, Instagram, and X!
If today's podcast resonates with you and you haven't read The Small Firm Roadmap Revisited yet, get the first chapter right now for free! Looking for help beyond the book? See if our coaching community is right for you.
Access more resources from Lawyerist at lawyerist.com.
Chapters / Timestamps
00:00 – Introduction
01:16 – Getting More From Conferences
03:02 – AI in Law Firms
06:39 – AI for Client Intake
08:15 – Intake Is a Sales Funnel
11:19 – Fixing Intake Leaks
13:22 – AI for Sales and Intake
14:53 – Meet EJ Stern & Katherine Wilson
15:36 – Why Client Retention Gets Overlooked
16:19 – Turning Clients Into Referrals
17:47 – Why Lawyers Avoid Feedback
21:01 – Why Client Experience Matters
21:54 – Becoming a Trusted Advisor
22:54 – How to Ask for Client Feedback
24:33 – Staying Top of Mind
25:27 – Building Client Loyalty
26:50 – Past Clients and Referral Sources
28:41 – Creative Client Gifts
32:22 – Human Connection in the Age of AI
34:50 – Invest in Existing Clients
35:21 – Building Long-Term Client Relationships
36:11 – Marketing Is Like the Gym
37:13 – LinkedIn and Staying Top of Mind
38:00 – Keep Repeating Your Message
38:21 – Closing Thoughts
