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Empathetic firm leadership critical right now
The global coronavirus pandemic brings into sharp focus the need for law firms to be human-centric, says Marianne Marchesi.
Jerome Doraisamy
If COVID-19 has taught the legal profession anything, Legalite principal Ms Marchesi muses, it is that a business cannot exist without its people – whether that be clients, staff or suppliers.
In conversation with Lawyers Weekly, Ms Marchesi said that if law firms – and, in particular, firm leaders – allow the pandemic to “hijack” where attention is focused, the end result will be that said firms are dictated by fear.
“We create businesses that are reactive, and we’ll be worse off when this is over. But if we lead with empathy and take a human-centric approach, we will all come out stronger together,” she said.
For those who might argue that the financials are critical right now, Ms Marchesi said that running a business that cares about people and its purpose “does not mean that the bottom line has to suffer”.
“Bottom line thinking is a short-term mindset, whereas a people-centric approach ensures longevity and solidifies both client and team unity,” she argued.
“The unfortunate reality is that most firms’ and businesses’ bottom line will be taking a hit at the moment, so I don’t think it’s useful to be dwelling on it.
“Instead, focusing our attention on the future and long-term strategies will mean that the firm can hit the ground running again, potentially even up levelling, once this is all over. Alternatively, if our people are ignored or neglected, then once we’re ready to recommence business as usual, there simply won’t be the resources (or revenue) to do that.”
Given that all legal professionals are experiencing the effects of the pandemic, Ms Marchesi continued, it is “even easier” to practice empathy and truly understand the needs and feelings of the people within one’s firm, she said.
“First and foremost, I think open communication is key in leading with empathy. For staff, this might include involving them in any key decisions that affect business continuity, and helping them navigate their entitlements whilst supporting their wellbeing. This climate is a good opportunity to connect with your team at an even deeper level. For example, at Legalite we have been running daily wellness sessions which has brought our team closer together whilst we’re all working remotely,” she outlined.
“For clients, I believe it’s about taking the time to understand what their most pressing pain points are at the moment, then leading them through these problems with tangible solutions. I think it’s also imperative to give clients breathing space. Whilst we’re all doing it tough at the moment, extending your usual payment terms or adding extra value through free resources will go a long way in terms of strengthening client loyalty down the track.”
Jerome Doraisamy
Jerome Doraisamy is the editor of Lawyers Weekly and HR Leader. He has worked at Momentum Media as a journalist on Lawyers Weekly since February 2018, and has served as editor since March 2022. In June 2024, he also assumed the editorship of HR Leader. Jerome is also the author of The Wellness Doctrines book series, an admitted solicitor in NSW, and a board director of the Minds Count Foundation.
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