One of the most intriguing trends emerging in the legal industry is the rise of listening sessions.
What are listening sessions?
They are dedicated times when law firm partners and consultants sit down with their clients — often general counsels, and chief financial officers, sometimes heads of IT/Innovation— to listen to their needs, concerns, and insights. To clarify, this is not billable time, a dinner meeting, or a networking event at a conference. It is a focused time devoted to performance improvement and aligning on values.
The idea of listening sessions might be more compelling than you initially think. Typically, relationships between legal professionals and their clients revolve around specific requests, tasks, workshops, or project catch-ups. However, listening sessions are different. They provide a space to discuss what works well and what doesn’t in the relationship. It’s primarily an active session for the client, where they voice their thoughts, and an active listening session for partners and consultants.
The benefits of these sessions are clear: they foster long-term relationships, address ongoing struggles, and establish a sense of being a “journey companion” rather than just a service provider.
It would be unrealistic to assume that law firms and consultants have all the answers, especially in today’s world of exponential innovation and complexity. However, these sessions can be invaluable in analyzing problems and formulating strategies to address them. Moreover, they encourage clients to be more open and transparent, enhancing mutual understanding and trust.
That said, the effectiveness of a listening session lies in the details. Based on our experience, here are some essential tips for making the most of these sessions:
- Involve Key Stakeholders: Ensure that all relevant parties are present during the session. This could include decision-makers and those directly impacted by the discussions. Their insights can provide a more comprehensive view of the issues at hand.
- Be Realistic About Expectations: Set clear, achievable goals for what the session can accomplish. Listening sessions are not about solving every problem but rather about understanding the client’s perspective and identifying actionable next steps.
- Plan Follow-Up Actions: After the session, outline concrete steps to maintain momentum. This could include setting up a follow-up meeting, sharing a summary of the discussion, or providing additional resources to address the topics covered.
- Create a Safe Space for Open Dialogue: Encourage an environment where clients feel comfortable sharing both positive and negative feedback. Reassure them that their input is valued and that the goal is to foster a collaborative relationship built on trust and transparency.
Our Commitment to Listening Sessions
At Better ipsum, we are strong advocates of listening sessions. We believe the time invested in these sessions is time well spent. It strengthens relationships, builds trust, and creates a foundation for long-term success.
Have you thought about giving it a try?