Client Care, Culture, and Character: A Framework for Great Leaders, with William O’Neal

Episode 592 of the Lawyerist Podcast shows how strengthening your leadership can become the most reliable lever for firm growth. Stephanie Everett and service expert William O’Neal break down the communication habits, value alignment, and client-experience systems that help teams build trust faster, reduce friction, and perform at a higher level.  William shares his Five Essentials of Leadership, unpacking why rapport drives efficiency, how consistent service builds loyalty, and what it takes to design a client journey your team can deliver every single day. They also explore the hidden costs of poor communication, the power of service recovery, and practical ways leaders can create more stability for both clients and staff.    Links from this episode:  https://www.williamoneal.com/    Listen to our previous episodes about Client Experience & Relationships.   #462: Designing an Empathetic Client Experience, with Kirk Simoneau Apple | Spotify | LTN   #347: How a Client Happiness Coordinator Increased My Firm Referrals & Reviews, with Ryan McKeen & Brittany Green Apple | Spotify | LTN   #338: Reframing Your Client Experience, with Spencer Keys Apple | Spotify | LTN   #271: Client‑Centered Law Firms, with Jack Newton Apple | Spotify | LTN     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 – Intro  05:12 – Meet William O’Neal  06:15 – Leading with Joy  07:51 – Five Essentials of Leadership  09:01 – Heart for Service  12:41 – Knowing Your Value  14:07 – What Clients Want  16:35 – Building Rapport & Trust  18:55 – Culture & Consistency  20:30 – Empathy in Client Experience  22:10 – Lessons from Chick-fil-A  24:09 – Service Recovery  25:31 – Feedback & Improvement  27:36 – Adapting to Change  29:29 – Small Acts, Big Trust  30:18 – Learn More + Closing

Episode 591 of the Lawyerist Podcast explores one of the most urgent questions facing law firms today: how do you stay findable when Google and AI are rewriting the rules of search? SEO expert Cyrus Shepard explains how zero-click search, AI-generated answers, and new “experience” signals are transforming the way law firms must think about content, visibility, and online authority.  Cyrus and Stephanie discuss why informational blog posts no longer drive the traffic they once did, how to structure content so LLMs can “read” and reference it, and why brand signals now carry more weight than keywords. They also cover how to evaluate SEO vendors, what metrics matter in an AI-first world, and simple steps lawyers can take to establish trust and expertise online.    Links from the episode:  lawyerist.com/scorecard  Zyppy.com    Listen to our previous episodes about Practical AI for Law.   #562 – Beyond ChatGPT: The AI Revolution Happening Inside Your Firm, with Charreau Bell — Apple | Spotify | LTN  #565 – Becoming the AI-Driven Leader, with Geoff Woods — Apple | Spotify | LTN  #452 – Managing AI in Your Practice, with Ed Walters — Apple | Spotify | LTN  #501 – Future-Proofing Your Firm in the Age of AI, with Jack Newton — Apple | Spotify | LTN    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 – Intro & Scorecard03:53 – Meet Cyrus Shepard05:12 – How AI Is Changing Search06:00 – Zero-Click & AI Overviews07:26 – Why Old Content Tactics Fail08:57 – Shifting Toward Brand Authority10:09 – Writing Content LLMs Can Read11:33 – Showing Experience with E-E-A-T14:23 – Reddit, YouTube & Source Signals15:51 – Where New Firms Should Start17:18 – Brand Building as SEO Strategy18:27 – Vetting SEO Agencies Today20:40 – Metrics That Actually Matter22:03 – Real-World Visibility Wins22:21 – Wrap-Up & Where to Find Cyrus

In episode 590 of Lawyerist Podcast, learn how practical, everyday AI can help lawyers work smarter—not harder. Zack Glaser sits down with Graydon Trusler, a practical AI specialist and longtime law-firm operations pro, to explore how attorneys can use “productive laziness” to eliminate repetitive tasks, streamline case management, and reclaim valuable time. Graydon shares real examples from his family law firm, including how custom AI assistants help review discovery, prep hearings, analyze documents, and even support lawyers in the courtroom. Together, they break down privacy concerns, adoption hurdles, and simple ways to start using AI without getting overwhelmed. Discover why AI isn’t a distant future—it’s a powerful tool lawyers can start using today to improve workflows, reduce stress, and deliver better results for clients.   Links from the episode:   LexpertAI     Listen to our previous episodes about Practical AI & Law Firm Efficiency:   Episode #562: Beyond ChatGPT: The AI Revolution Happening Inside Your Firm, with Charreau Bell — Apple | Spotify | LTN  Episode #565: Becoming the AI-Driven Leader, with Geoff Woods — Apple | Spotify | LTN  Episode #577: Rethinking Law Firm Growth in the Age of AI, with Sam Harden — Apple | Spotify | LTN  Episode #584: How to Stay Human in the Age of AI-Driven Law Firm Marketing, with Karin Conroy  — Apple | Spotify | LTN    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  08:45 – Meet Graydon  11:10 – Practical AI in Law Firms  16:40 – Myths, Fears & Privacy  19:00 – Real AI Workflows  23:00 – Productive Laziness  31:00 – AI in the Courtroom  34:45 – Faster Discovery & SOPs  38:50 – Flat Fees & the Future  45:13 – Closing Thoughts

In episode 589 of Lawyerist Podcast, Stephanie sits down with Barron Henley of Affinity Consulting to talk about the practical, real-world ways law firms can use Excel to save time, reduce errors, and streamline everyday work.  Barron breaks down why Excel is one of the most underused tools in law firms and shares examples like expense tracking, probate calculations, medical bill summaries, date calculators, amortization tables, document automation, and even embedding live spreadsheets inside Word.  If Excel feels intimidating, Barron explains how even simple functions can dramatically improve workflows across litigation, estate planning, family law, real estate, and firm operations.  Listen to our previous episodes on legal tech tools and smarter workflows:  #497: Real Talk About Artificial Intelligence in Your Office, with Ben Schorr Apple | Spotify | LTN  #581: Agentic AI for Lawyers: Moving Beyond Enhanced Search, with Drew Bloom Apple | Spotify | LTN  #587: Future-Proofing Your Firm in the Age of AI, with Jack Newton Apple | Spotify | LTN   Listen to our previous episodes on Finances:  #306: Getting to Know & Love Your Numbers, with Bernadette Harris Apple | Spotify | LTN  #583: From Survival to Strategy: Scaling Your Law Firm Finances, with Bernadette Harris Apple | Spotify | LTN    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:  0:00 – Why lawyers should look at their numbers 4:17 – AI updates from 8AM (MyCase/Docketwise) 13:46 – Why Excel is the most underused tool in law 17:35 – What Excel can do that lawyers don’t expect 23:25 – Templates, formulas & real practice examples 31:27 – Using Excel for automation & mail merges 37:32 – Everyday lawyer workflows made easier with Excel 41:23 – Final takeaways

In episode 588 of the Lawyerist Podcast, discover how small shifts in mindset and management can make law practice less chaotic and more rewarding. Zack Glaser sits down with Jordan Couch of Palace Law to explore lessons from his book, 411 Tips for Solo and Small Firm Lawyers. They cover everything from client service and writing habits to creativity and innovation, offering real-world advice to help lawyers build stronger, happier firms.  Listen to our previous episodes about Law Firm Innovation & Sustainable Growth:   Rethinking Law Firm Growth in the Age of AI, with Sam Harden Apple | Spotify | LTN  #553: AI Tools and Processes Every Lawyer Should Use with Catherine Sanders Reach Apple | Spotify | LTN  #550: Beyond Content: How AI is Changing Law Firm Marketing, with Gyi Tsakalakis and Conrad Saam Apple | Spotify | LTN    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 with Stephanie & Zack  05:52 – Meet Jordan Couch  07:12 – 411 Tips for Lawyers  09:48 – Pick Your Lane  13:51 – Client Service Matters  16:26 – Handling Client Frustration  21:12 – The Trial Is Always Happening  24:35 – Write Like a Human  34:20 – Practice Creativity  37:38 – The Future of Law  46:00 – Closing Thoughts

In episode 587 of Lawyerist Podcast, discover how your firm can stay competitive, efficient, and future-ready by embracing artificial intelligence. Stephanie Everett talks with Jack Newton, CEO and founder of Clio, about how small firms can leverage AI to streamline workflows, make smarter decisions, and outpace slower-moving competitors.  Jack explains how Clio’s new AI-powered platform, Clio Work, is transforming the way lawyers practice—by integrating intelligent automation directly into everyday tasks. Together, they explore what it means to become an “AI-native” law firm, how to balance innovation with ethics, and why small firms are uniquely positioned to lead the legal industry’s next big shift.  Learn how to use AI as a force multiplier in your practice—and why adaptability, not size, will define tomorrow’s most successful law firms.    Listen to our previous episodes about AI & Law Firm Growth:   Episode #584: “How to Stay Human in the Age of AI-Driven Law Firm Marketing, with Conroy Creative” Apple | Spotify | LTN   Episode #577: “Rethinking Law Firm Growth in the Age of AI, with Sam Harden” Apple | Spotify | LTN  Episode #565: “Becoming the AI Driven Leader, with Geoff Woods” Apple | Spotify | LTN   Episode #562: “Beyond ChatGPT: The AI Revolution Happening Inside Your Firm, with Charreau Bell” Apple | Spotify | LTN     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:   0:00 – Introduction & ClioCon Recap  2:00 – Growth Stages of Small Firms  5:10 – Clio for Enterprise Explained  7:45 – Why Small Firms Have the Advantage  10:30 – How AI Is Changing Legal Work  13:15 – Making AI Adoption Effortless  16:00 – Trust, Data & the Hallucination Problem  20:00 – Building the AI-Native Law Firm  22:30 – Staying Competitive in the Age of Change  24:40 – Closing Thoughts

In episode 586 of Lawyerist Podcast, learn how lawyers can help safeguard democracy by defending the rule of law and protecting judicial independence. In this episode, Stephanie Everett talks with Bill Bay, Immediate Past President of the American Bar Association, about why these issues transcend politics and define the integrity of the legal profession. Together, they discuss how every lawyer can lead with grace, model civil discourse, and stand up for fairness, equality, and due process.   Learn how you can join the ABA’s fight for the rule of law here: https://www.americanbar.org/groups/public_education/resources/rule-of-law/  Listen to our previous episodes about Leadership & Advocacy in Law:   Episode 490: “How to Build a Powerhouse Firm with Internal Talent, with Ryan McKeen” Apple | Spotify | LTN  Episode 560: “Stop Doing Everything Yourself! Unlock Your Law Firm’s True Potential, with Leticia DeSuze” Apple | Spotify | LTN  Episode 576: “How Sponsorship, Empathy, and Failure Shape Great Leaders, with Michael Cohen” Apple | Spotify | LTN    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:   0:00 – Introduction  1:00 – Law as Political, Not Partisan  4:40 – Sponsor Break: Tabs3  11:13 – Meet Bill Bay  12:20 – What the Rule of Law Means  14:40 – Threats to Justice & the Profession  21:55 – How Lawyers Can Take Action  23:40 – Grace & Civility in Practice  29:05 – Hope for the Next Generation  34:20 – Call to Action & Closing Thoughts

In episode 585 of Lawyerist Podcast, Soumya Palreddy and Jill Kluesner explain how Mental Health First Aid equips lawyers to recognize signs of burnout, stress, and crisis—before they escalate. Learn practical tools for building healthier teams, reducing stigma, and improving communication in high-pressure firms.  Discover why legal leaders are embracing mental health training as a core business skill, and how a few key mindset shifts can protect both your well-being and your practice.    Links from the episode:  http://www.jillkluesnerconsulting.com  https://www.soumyapalreddyconsulting.com/    Listen to our previous episodes about Legal Professional Wellness.   #375: Taking Care of Your Team’s Mental Health, with Calvin Benton Apple | Spotify | LTN  #469: Lawyers in Crisis: Navigating Addiction and Mental Health, with Brian Cuban Apple | Spotify | LTN  #473: Redefining Perfectionism and Striving for Lawyers, with Stephanie Villinski and Kara Hardin Apple | Spotify | LTN    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 & ClioCon Recap03:45 – What Is Mental Health First Aid?06:10 – Training for the Legal Mind08:45 – Breaking the Stigma: Talking About Mental Health at Work11:32 – Signs, Symptoms & What to Notice15:55 – The First Aid Framework: How to Help19:20 – Leadership, Culture & Modeling Wellness22:58 – From Self-Care to Community Care26:40 – Practical Steps for Teams29:10 – Final Takeaways & How to Get Trained30:45 – Closing Thoughts & Resources

In episode 584 of Lawyerist Podcast, Zack Glaser sits down with longtime legal marketing expert Karin Conroy of Conroy Creative Counsel to talk about the evolution of law firm marketing in the age of artificial intelligence.  Karin explains why lawyers shouldn’t fear AI, but should learn to use it strategically. From the “Iron Man vs. Terminator” analogy to practical steps for improving your firm’s marketing funnel, she shares how attorneys can blend technology and human insight to build trust, attract the right clients, and stay ahead of the curve.  They also dig into how AI is reshaping SEO, the importance of authenticity, and why marketing fundamentals still matter more than ever.  Links from this episode:  Conroy Creative Counsel  The AI Marketing Cookbook for Lawyers  Listen to our previous episodes with Karin:  #559: The Imitation Trap: Lessons from 15 Years of Top Law Firm Websites , with Conroy Creative Counsel (Sponsored) Apple | Spotify | LTN  #546: Unlock Law Firm Growth: AI marketing Secrets with Karin Conroy Apple | Spotify | LTN  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:  0:00 – The evolution of law firm marketing 3:50 – AI’s rise and the Iron Man vs. Terminator analogy 9:50 – Understanding your marketing funnel 12:00 – Why referrals are marketing 17:00 – Finding weak points in your strategy 21:00 – Adding AI without losing the human touch 25:30 – How AI is changing SEO and “Search Everywhere Optimization” 37:40 – The value of authenticity and human connection

In episode 583 of the Lawyerist Podcast, Zack Glaser talks with Bernadette Harris, business strategist and finance coach at Lawyerist, about how to move beyond “survival mode” and into strategic, scalable growth.  Bernadette breaks down the financial metrics that define a mature, transferable law firm, what she calls the difference between working in your business and having your business work for you. Together, they explore the KPIs that show when your team, not just you, is generating revenue, how to measure leverage across roles, and how to build systems that make your firm valuable enough to sell or pass on.  Bernadette also shares what succession planning really looks like for small firms, why client origination should be team-wide, and how to start laying the groundwork, no matter your current stage of growth.  Listen to our previous episodes with Bernadette:  #557: KPIs for Lawyers: Measuring Your Law Firm’s Financial Health with Bernadette Harris Apple | Spotify | LTN  #523: Financial Red Flags: Are You Hiring Too Soon?, with Bernadette Harris Apple | Spotify | LTN  #457: Healthy Profits: Understanding the Story Your Numbers Tell, with Bernadette Harris Apple| Spotify | LTN  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:  0:00 – Introduction: Running and Community at LabCon 2:40 – The Power of Accountability and Growth Communities 5:40 – Advanced Firm Finances: Stage 3 & 4 Growth 8:45 – Shifting from Survival to Strategy 11:35 – Measuring Leverage: Who’s Doing the Work? 14:45 – Tracking Revenue by Role, Not Hours 19:15 – When Owners Should Stop Doing Casework 23:00 – Building Transferable Value 25:40 – Succession Planning and Client Origination 29:10 – Systems, SOPs, and True Scalability 33:20 – How to Reach the Next Stage 35:10 – Closing Thoughts & Resources