Maximum Lawyer Podcast

Episode: Red Flags, Raves, and Referrals: What We Learned from Calling Every Client

Host: Tyson Mutrux
Guest/Speaker: Devin Slovensky (Owner, Slovensky Law, SW Virginia)
Date: December 25, 2025

Episode Overview

In this insightful session from Max Lawcon 2025, guest speaker and law firm owner Devin Slovensky dives deep into her firm's innovative "Client Happiness Call" initiative. Designed to enhance client experience, catch potential red flags, and drive more referrals, Devin shares both the process and the impact of systematically calling each client. The episode is a candid, practical walkthrough of why intentional communication matters, how to create raving fans (and spot quiet dissatisfaction), and the tech and personal strategies behind her firm's quality assurance efforts.

Key Discussion Points & Insights

1. The Challenge of Growing Pains and Quality Control

• Timestamp 01:40 – 04:15
  • Devin reflects on the reality of business growth: as her family law firm scaled, it became impossible to know everything happening in every case.
  • “So, show of hands here. How many people here are little type A control freaks?... You're trying to grow your law firm, but you also want to be in control of everything. And you know, that's one of my weaknesses as a business leader. I want to know everything that's going on.” (Devin, 02:15)
  • Highlights the firm’s high standards for prompt client communication (3-hour SLA on all client emails).

2. Why Initiate Client Happiness Calls?

• Timestamp 04:15 – 08:10
  • Increased caseloads (~220 active family law cases) led to concerns about consistent client engagement and individualized communication needs.
  • Many clients don't feel comfortable voicing dissatisfaction directly—calls provide a proactive solution.
  • “Our clients are often intimidated by us and... they don't necessarily feel comfortable telling us when they don't understand something, when they don't feel comfortable... This gives our clients in a sense valve so they can let us know before their case is done and they're telling the rest of the community about how they just didn't feel right.” (Devin, 06:20)
  • Special scenarios: Sometimes, strategic case slowdowns are misinterpreted by clients—calls let the firm explain and manage expectations.

3. Building a Scalable, Systematic Process

• Timestamp 08:10 – 14:40

  • Role: Client happiness coordinator (usually the intake specialist, but could be a college student or someone with a service background).

  • Process: Data tracked on a project board via Monday (adaptable to platforms like Asana or ClickUp). Case management software alone isn’t sufficient.

  • Sequence:

    • Welcome text sent by coordinator
    • Coordinator consults with paralegals for context before calls
    • If a client is unsatisfiable or in crisis, outreach may be adjusted
    • Four structured questions guide each call (allowing data collection and open feedback)
    • Responses logged in CRM (Clio), with automated attorney notifications
    • 90%+: No issues; some escalations routed to legal or billing with a 24h response expectation

  • Notable Example: Used a pseudonymous favorite client "Taylor Swift" to illustrate monthly tracking and satisfaction metrics.

4. Measuring and Aggregating Results

• Timestamp 14:40 – 17:40
  • The team has made between 1,200–1,400 happiness calls in the year.
  • Uses visual board metrics: track reach rate, satisfaction, and unresolved issues (primarily communication and the rare billing/legal concern).

5. Unearthing Hidden Dissatisfaction & Repairing Relationships

• Timestamp 17:40 – 21:22
  • Even ideal client relationships aren’t always as healthy as they appear.
  • Story: Despite above-and-beyond efforts for an anxious, high-need client, unhappiness was only revealed during a call—allowing for direct problem-solving.
  • “I found out that my favorite client, that I'm pouring my heart and soul into her case, actually wasn't happy. So I was able to talk to her more and help her understand... I was able to repair the relationship.” (Devin, 18:55)

6. Unexpected Benefits: Attorney Confidence & Proactive Service

• Timestamp 21:22 – 23:50

  • Many attorneys undervalue their work or overestimate client frustration—feedback calls revealed most clients are satisfied, boosting team confidence.

  • “This has been wonderful to see that our clients actually for the most part, are satisfied. And it's been so good for attorney confidence as well, because... we can be so self-critical.” (Devin, 22:02)

  • Common issues found are almost always communication-related (“what’s next?” questions, explanations of delay), not speed or legal decisions.

  • “If we can tell them there's a reason your case is taking a while, they normally accept that, but they need to understand why.” (Devin, 23:30)

7. ROI: Referrals, Reviews, and Expanded Service

• Timestamp 23:50 – 25:57
  • The process finds clients who are likely to become “raving fans”—allowing timely review requests and strategic follow-up.
  • Calls provide opportunities for value-adds (post-divorce referrals to estate planners, therapists, etc.), deepening client trust.
  • “We've helped clients get connected with estate planning firms... matched them with counselors and therapists. And so this has been another value add for our client where they perceive that we really do care about them beyond just let's get the divorce done.” (Devin, 25:29)

8. Practical Advice and Resources

• Timestamp 25:57 – end
  • Client happiness calls must be made by someone not on the legal team—independent contact is key for candid feedback.
  • Devin offers her firm’s job ad, job description, and procedures as community resources for other lawyers.
  • Invites listeners to connect for peer discussion and process improvement.

Notable Quotes & Memorable Moments

• On Control and Growth:
  “You're trying to grow your law firm, but you also want to be in control of everything. And you know, that's one of my weaknesses as a business leader. I want to know everything that's going on.”
  — Devin, 02:15

• On Hidden Client Dissatisfaction:
  “Our clients are often intimidated by us ... this gives our clients in a sense valve so they can let us know before their case is done and they're telling the rest of the community about how they just didn't feel right.”
  — Devin, 06:20

• On Unearthing Quietly Unhappy Clients:
  “...addressing the clients that are quietly unhappy and unearthing those quietly unhappy clients that aren't gonna tell you to their face that they're unhappy. But when your name comes up in a conversation... they're gonna say, ‘eh, she was okay.’ And we wanna avoid those.”
  — Devin, 19:45

• On Communication vs. Speed:
  “If we can tell them there's a reason your case is taking a while, they normally accept that, but they need to understand why.”
  — Devin, 23:30

• On Added Value and Referrals:
  “...this has been another value add for our client where they perceive that we really do care about them beyond just let's get the divorce done.”
  — Devin, 25:29

Key Takeaways

• Systematic client follow-ups (happiness calls) are transformative for both uncovering issues before they escalate and creating opportunities for referrals and glowing reviews.
• Communication issues, more than legal mistakes or delays, are the silent killers of client satisfaction—proactive, independent outreach uncovers and resolves these gaps.
• Lawyers underestimate their impact; regular positive feedback increases confidence and morale across the team.
• A scalable, tech-driven process with a dedicated (non-attorney) coordinator makes quality control possible—even for large, growing caseloads.
• Expanding your client journey beyond legal resolution (with thoughtful referrals and post-case contact) cements reputation and community trust.

For Listeners

Devin has offered her firm’s job description and process templates for podcast listeners and members of the Max Law community. Reach out via the Max Law Guild for peer support or to discuss implementation.

This episode provides a blueprint for law firms seeking to scale without sacrificing personal touch or quality—and is a masterclass in how intentional, human-centered process changes can turn clients into lifelong advocates.