When most law firms try to scale, something breaks, and it’s usually the client experience. 

The emails get slower. The updates get patchy. Clients get frustrated. But it doesn’t have to be that way. 

In this episode of The Scalable Law Blueprint, I spoke with Robert Gallander of Quill & Arrow LLP about how his firm scaled from a small office to a mid-sized powerhouse in California’s lemon law space, without losing the clarity and trust that clients need. 

Here’s how they did it, and how you can too. 

Stop Talking Like a Lawyer 

Most clients have never been through litigation. That means legal jargon isn’t just confusing, it’s a trust-breaker. 

Robert shared how his team reviews communication through the client’s lens. If the language isn’t crystal clear to someone outside the legal field, it gets rewritten. This “simplicity-first” approach has helped prevent confusion and dramatically reduced support calls. 

Prioritize Proactive Communication 

One of the biggest insights from Robert: silence kills trust. 

Even if there’s no update on the case, clients want to know that, and they want to hear it from someone they recognize. That’s why the firm is moving to a hybrid communication model: 

• One main point of contact from intake to settlement 

• Specialist support (e.g., attorneys for legal advice) introduced intentionally

• Automation used for updates, but always routed through a human’s name or number 

This reduces confusion, avoids repeat questions, and helps clients feel like someone is owning their case. 

Automate the Robot Work 

Robert doesn’t view efficiency and experience as opposites, in fact, he sees them as complementary. 

Clients want speed. But they also want someone who knows their case. 

By automating repetitive admin tasks, like processing documents or triggering follow-ups, his team has freed up more time for real conversations and faster resolutions. 

His litmus test for automation? If a smart system can do it better and faster than a person, it should. But the moment a human question comes in, a real person should respond. 

Internal Change = Internal Coaching 

Scaling a firm means changing how people work, and that’s never easy. 

Robert emphasized the importance of coaching teams through new systems. He uses the analogy of a golf swing: it may feel awkward at first, but it produces better results long-term. The key is showing people how automation reduces grunt work and lets them focus on more meaningful contributions. 

The Future: Choose Your Own Client Journey 

Looking ahead, Robert predicts a world where clients personalize their own legal experience: 

• Phone calls or app-based updates? Their choice. 

• Texts, emails, or human check-ins? Tailored to preference. 

• Legal support, faster and more transparent than ever before.

And the law firms that win will be the ones that build for that reality now. 

We explore all of this in our recent episode. Watch on YouTube or Listen on Apple or Spotify