NPS, Contract Lawyers & Building "Elastic Capacity" with Jay Harrington

Jared explores a metric every law firm should track: NPS. Plus, we take a deep dive into the changing landscape of legal talent.

First, in the monologue, Jared breaks down the concept of NPS (Net Promoter Score). He explains how to categorize your clients into promoters, passives, and detractors to accurately gauge brand loyalty. He also delivers a harsh reality check: the average law firm has an NPS of 25, meaning clients view lawyers with the same enthusiasm as airlines and wireless carriers.

Next, Jared sits down with Jay Harrington, a Partner at Latitude Legal. Jay shares his incredible career journey, from starting as a corporate bankruptcy lawyer at Skadden right after 9/11 , to opening a small firm during the 2009 GM and Chrysler bankruptcies , and running a legal marketing and consulting agency for over a decade.

In this interview, we discuss:

• Flexible Legal Talent: Why law firms and corporate legal teams are turning to contract and project-based lawyers to build "elastic capacity" without fixed headcount risks.
• The Modern Attorney: How top-tier lawyers are using the "gig economy" to transition between career phases, work remotely, or gain better work-life balance.
• Onboarding Success: The key steps law firms must take to effectively onboard contract attorneys, from setting guaranteed hours to having meaningful work ready on day one.

Finally, stick around for the Counter Program segment: "Jay and the Harring-Tones". Jared tests Jay's music knowledge by asking him to complete the next line of famous songs from artists like Dr. Dre, The Proclaimers, Cyndi Lauper, and Vanilla Ice.

Learn more about Jay Harrington and Latitude Legal.

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• (00:00) - Intro & Monologue: Understanding NPS (Net Promoter Score)
• (01:38) - The NPS Scale: Promoters, Passives, and Detractors
• (03:45) - The Truth About the Average Law Firm NPS
• (07:43) - Interview Start: Jay Harrington (Latitude Legal)
• (10:49) - Starting at Big Law (Skadden) During 9/11
• (13:41) - Opening a Small Firm During the 2009 Financial Crisis
• (17:00) - Running a Legal Consulting & Marketing Agency
• (18:51) - Joining Latitude Legal & The Rise of Flexible Legal Talent
• (25:01) - Why Top-Tier Lawyers Are Turning to Contract Work
• (30:31) - How Law Firms Should Onboard "Gig" Attorneys
• (38:35) - Counter Program: "Jay and the Herring Tones" Lyric Game
• (40:56) - Dr. Dre Trivia
• (42:59) - The Proclaimers Trivia
• (46:33) - Cyndi Lauper Trivia
• (49:06) - Vanilla Ice Trivia
• (51:46) - Conclusion & Outro