What Clients Want v. What Lawyers Sell

By Sam Glover

There is a disconnect between what clients want and what lawyers sell. Clients, as many commentators have pointed out, just want their legal problem solved.

Consumers don’t want drill bits, they want holes. They don’t want a scanner, they want a digital copy of a paper document. They don’t want a taxi, they want to get home. In each case, the product or service is just a means to an end. But not the only means. There are other ways to get holes, digital documents, and transportation. Sometimes better ways.

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