Q: When do you feel that sense of “We Are the Champions” in your client relationships?
Guy: “The key word there is ‘we.’ It’s all about the teamwork. When we’re really thriving, it’s because we’re working in sync with the client. We have that shared understanding and objective. Some of my clients call it the ‘extended bench’ concept, where there’s no divide between us as outside counsel and them as the client. We’re just one unified team working towards the same goal. When it’s going well, and we’re in that flow, that’s when we’re champions together.”
Q: And how do you handle it when things go wrong—how do you “Unbreak My Heart”?
Guy: “Good question, and it’s not always easy. When an issue does arise, the best approach is transparency. If you’ve already established a solid relationship with the client, you’ve got a foundation to build on. You have to run toward the problem, face it head-on, and be open about what went wrong. Acknowledge it, learn from it, and take ownership. In my experience, those moments of honesty and accountability often strengthen the relationship even further. I’ve had situations where, after resolving an issue, my relationship with the client actually came out stronger.”
Q: Looking to the future, how would you like to see law firms evolve in their client instructions?
Guy: “That’s something I’ve been thinking about a lot. Law firms can sometimes feel inaccessible, especially for clients who are hesitant to reach out, perhaps because they’re worried about costs from the get-go. I see potential for a digital marketplace—somewhere clients can explore basic information and get a feel for what we offer. They could access freemium resources that allow them to come to us with more specific questions. These days, sophisticated clients do their research; they’ll often come in with a good understanding of what they need, and we can build from there. The legal services market can grow in accessibility and flexibility, but the core relationship-building will always be key.”
