Clients want more accountability from their law firms. Talented lawyers want to be able to focus on achieving results for clients rather than billing quotas. In response, Optim Legal has removed the tradition bound policy of basing rewards and promotions on annual client billing targets.

In place of billing targets, Optim Legal has designed a billing system that rewards lawyers for exceeding client expectations. Clients can link our fees to their satisfaction under our unique ‘satisfaction-billing’ system.  Before issuing an invoice, we ask our clients how well our lawyers and legal teams performed in a short service survey. We then give them the opportunity to add or deduct 20% of the invoice amount based on the survey’s Service Score.

At Optim Legal, lawyer earnings are linked directly to client Service Scores.  The system also promotes innovation within a service culture. Because every lawyer on the matter is assessed in the survey and shares the ‘pain or gain’ of the Service Score, Optim Legal teams regulate themselves.  This creates a powerful set of internal incentives for behaviours that focus on understanding and delivering on the client’s needs and expectations.