In a dynamic legal landscape shaped by economic shifts and technological advancements, law firms must adapt to thrive. In this Liticast episode, Shawn Lehocky, Chief Strategy Officer of Pond Lehocky Giordano, explores strategies for diversification, client-centric communication, and technology-driven legal operations. 

Trends in workers’ compensation and social security disability

Workers’ Compensation

The COVID-19 pandemic disrupted case volumes, but by late summer, online traffic and new cases began rebounding. Mahaki notes that the traditional office-centric model is unlikely to return fully, with hybrid work becoming the norm. 

Over the next 5–10 years, automation in industries like manufacturing could shift case types, requiring firms to diversify their practice areas to stay competitive.

Social Security Disability (SSD)

SSD demand is countercyclical, rising when employment falls. Pond Lehocky’s diverse practice across states and case types has provided resilience against market volatility, unlike firms focused on a single practice or region. Diversification is a key strategy for weathering unpredictability.

The power of client-centric referrals

Mahaki challenges firms to rethink “unconverted” leads, viewing every inquiry as an opportunity to provide value. Instead of dismissing leads that don’t fit, firms should:

• Explore other legal issues the client may have.
• Identify related needs (e.g., family members’ cases).
• Refer clients to better-suited firms, fostering goodwill and future referrals.

This holistic approach builds loyalty, uncovers hidden opportunities, and strengthens referral networks, turning leads into long-term relationships.

Key Insight: “Real value comes from ongoing engagement and helping clients however you can.”

Redefining efficiency with analytics

Traditional metrics like “minutes on the phone” are outdated. Mahaki advocates measuring “minutes per case” to assess how additional effort can yield more conversions from existing leads. By increasing case conversions, firms can lower acquisition costs, enhancing efficiency without sacrificing client service.

Leveraging technology for growth

Pond Lehocky uses Litify, built on Salesforce, as a central hub to streamline legal operations:

• Automated communication: Integrated email marketing (via Pardot) and CRM ensure consistent client and partner updates.
• Referral tracking: Analytics and workflows direct cases to the most suitable firm, optimizing outcomes.
• Reduced “swivel-chair” time: Employees work within a single platform, minimizing inefficiencies from switching between systems.

This integration enhances client experience and operational efficiency, enabling firms to focus on growth.

Preparing for future disruptions

Mahaki warns that disruptions, whether political, technological, or economic, are inevitable. To stay resilient, firms should:

• Lower overhead: Reduce costs and build cash reserves to weather revenue downturns.
• Secure marketing deals: Negotiate favorable terms now, as other sectors contract.
• Diversify: Expand practice areas and geographic reach through referral networks to mitigate risk.

Mahaki’s Advice: “Inaction is the danger. Whether you’re fighting for market share or switching strategies, keep moving.”

Building strong referral relationships

Effective referral networks require a personal, quality-driven approach:

• Know your partners: Treat referral firms as extensions of your own, building personal connections.
• Quality control: Review referrals with multiple firms before declining a case.
• Fair fees: Avoid high referral fees to foster mutual growth.
• Core values: Prioritize responsiveness, transparency, and ethical conduct to build trust.

Replacing in-person engagement

While in-person conferences are hard to replicate, webinars, one-on-one calls, and collaborative check-ins maintain relationships. Mahaki encourages firms, even competitors in the same city, to share advice and collaborate for mutual benefit.

The takeaway

Law firms that embrace diversification, client-centric communication, and innovative legal operations will thrive in an unpredictable landscape. By leveraging platforms like Litify, firms can streamline processes, enhance client experiences, and build resilient referral networks. Mahaki’s forward-thinking approach underscores the importance of adaptability and technology in shaping bond-driving law firm growth.

Hear more from Pond Lehocky Giordano with Samuel Pond, Founding & Managing Partner on the Transforming the Culture of Law podcast.