Q: What would you like the future of client-law firm relationships to look like?
Chung Nian: “There’s a lot of room for development here, especially with technology’s role in the mix. Traditionally, clients just call or email, which can work fine for simple matters. But for more routine tasks, there’s room for a tech-based interface, where clients can make choices and send instructions seamlessly. I see a future where law firms integrate more tightly with clients, making communication smoother and reducing the back-and-forth. But despite the tech, we should never lose sight of the human aspect—building platforms for efficiency while preserving those valuable personal connections remains key.”
Q: How do you ensure you’re a ‘smooth operator’ with your clients?
Chung Nian: “Being a legal advisor is about more than just the law—it’s about understanding your client’s needs. Building a personal relationship is crucial for that, as it goes beyond the commercial aspects. To truly serve your client, you have to know what their organisation stands for, what the counsel values, and how you can make their life easier. Even short interactions can reveal what matters most to them. That personal connection allows us to serve clients in a way that resonates with their goals and helps them navigate their internal challenges effectively.”
Q: When pitching for work, what do you focus on besides ‘money, money, money’?
Chung Nian: “While finances are important, I think it’s really about focusing on value. Money and value aren’t necessarily the same thing; value is about the benefits the law firm brings beyond just the price tag. Clients look for expertise, partnership, and counsel that genuinely understands their needs. If a law firm just provides a technical answer without helping the client reach their desired outcome, they’re not truly adding value. We aim to go the extra mile, understanding what clients need and helping them find solutions that align with their objectives.”
