Beyond the Billable Hour: What Clients Really Want from Law Firms - On Record PR - Ep. 195

In this episode of On Record PR, Jennifer Simpson Carr and Deb Ruffins explore how the traditional billable hour model is evolving in law firms. They discuss its limitations and the growing shift toward alternative fee arrangements. Deb stresses the importance of moving beyond purely transactional work, encouraging firms to focus on building long-term client relationships and adopting more strategic approaches to revenue generation. She underscores the critical role of human-centered lawyering—empathy, connection, and trust—in standing out during the AI era. Deb also notes that clients increasingly expect more value-driven services, and law firms must evolve to meet these demands if they want to stay competitive. https://onrecordpr.com Furia Rubel Communications delivers integrated marketing and public relations solutions for professional service firms and businesses around the world. Since 2002, we’ve provided client-focused, data-informed strategic counsel to help organizations achieve measurable success. Our experienced, award-winning team supports everything from business development and strategic planning to public relations and crisis communications. Our podcast, On Record PR, brings you expert insights and forward-thinking strategies tailored for law firm leaders. Whether you're a managing partner, executive committee member, or industry group chair, each episode offers practical guidance to help you lead growth, spark innovation, and stay ahead in today’s rapidly changing legal landscape.