Episode 7 - The Professional Empathy Podcast
Empathy in Law with Katie Richards from Law on Earth
Produced by Leanne Butterworth at https://www.empathyfirst.com.au
Find Katie and Law on Earth at https://www.lawonearth.com.au
Notable Quotes
On the Human Element in Virtual Legal Services: "The biggest difference between face-to-face and how we do things is that we have to build trust just as a lawyer would, but instead of sitting in front of someone, we use behavioural profiling to connect with clients. This creates a natural click, making the process smoother and more empowering for them." (03:55)
On Empathy and Client Relationships: "By using behavioural profiling, we can understand clients' needs and tailor our communication to fit their personality. This approach reduces risk and builds strong, empathetic relationships, so clients feel they are part of a family rather than just a file." (04:56)
On Embracing Diversity in the Workplace: "Diversity of thought is crucial. We intentionally hire people who are open to working differently from the traditional law practice, fostering a culture where every team member feels comfortable and valued, which in turn enhances our overall client relationships." (13:59)
On Measuring Success Beyond Financials: "Despite focusing on people and client care, we’ve seen our revenue double in the last 12 months. Investing in our team and fostering a positive, empathetic work environment has not only benefited our clients but also had a significant impact on our financial success." (17:04)
On Empowering Clients Through Legal Services: "We provide clients with the tools to understand and manage their legal needs, which empowers them to make informed decisions. This approach not only helps those who previously couldn’t afford legal services but also gives everyone a sense of control and understanding." (27:40)
Full episode (audio only)
Key Takeaways:
Innovation in Legal Services: Katie Richards founded Virtual Legal and Law on Earth to offer more flexible, accessible, and affordable legal services, challenging traditional legal practices by using technology and fixed fees.
Empathy and Behavioural Profiling: Virtual Legal uses DISC behavioural profiling to build trust and tailor communication with clients, enhancing the human connection despite the virtual nature of their services.
Diverse and Inclusive Workplace: The firm prioritises diversity of thought and inclusivity, fostering a positive workplace culture that values mental health and well-being, which in turn benefits both the team and clients.
Impact of Empathy on Business Success: The focus on empathy and tailored client communication has led to significant business growth, with the firm doubling its revenue in the past year.
Challenges in Traditional Legal Culture: Traditional law firms often resist changes like work-life balance and diversity due to entrenched practices, but the success of Virtual Legal shows the benefits of embracing these values.
Learn more about Empathy First at https://www.empathyfirst.com.au/
Hi! I'm Leanne Butterworth, Empathy Passionista, TEDx Speaker, University Lecturer and Mental Health Advocate.
Empathy First is a Brisbane-based social enterprise offering Empathy workshops, online courses and individual Empathy coaching to help you build connection and strengthen your relationships for personal and professional success.
Contact me today and let's talk about how you can put Empathy First.
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