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The Hidden Cost of Bad Clients, with Jeff Krause

The Hidden Cost of Bad Clients, with Jeff Krause

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 Not all clients are created equal—and some quietly drain your firm’s time, energy, and profits. In episode 593 of the Lawyerist Podcast, Stephanie Everett talks with Affinity Consulting’s Jeff Krause about the hidden cost of bad clients and how law firms can use data to make better decisions about who they serve. Jeff breaks down his Moneyball-inspired profit formula to show how client quality impacts leads, conversion rates, revenue, and margins. They explore why discount-seeking clients create compounding damage, how setting clearer expectations can improve client behavior, and when it makes sense to let certain clients walk away. A closer look at the tension between profitability and access to justice, and how intentional business models can support both. Listen to our previous episodes about Client Experience & Law Firm Profitability: Episode #384 – Delivering Bad News to Clients, with Marjorie Aaron — Apple | Spotify | LTN Episode #462: Designing an Empathetic Client Experience, with Kirk Simoneau — Apple | Spotify | LTN Episode #474: Moneyball for Lawyers, with Jeff Krause — Apple | Spotify | LTN Episode #560 – Stop Doing Everything Yourself! Unlock Your Law Firm’s True Potential, with Leticia DeSuze — Apple | Spotify | LTN Have thoughts about today’s episode? Join the conversation on LinkedIn, Facebook, Instagram, and X! If today's podcast resonates with you and you haven't read The Small Firm Roadmap Revisited yet, get the first chapter right now for free! Looking for help beyond the book? See if our coaching community is right for you. Access more resources from Lawyerist at lawyerist.com. Chapters / Timestamps: 00:00 – Introduction 05:12 – Meet Jeff Krause 06:51 – What “Moneyball for Lawyers” Really Means 09:08 – The Profit Formula That Drives Firm Growth 12:46 – How Bad Clients Damage the Numbers 15:30 – The Compounding Cost of Discounts 18:21 – Raising Rates vs. Chasing More Clients 19:45 – Can You Improve Mid-Tier Clients? 21:58 – Profitability vs. Access to Justice 24:19 – Building Intentional Service Models 26:48 – Trusting Your Data—and Your Gut 27:43 – One Step Firms Should Take Right Now 28:23 – Closing Thoughts Learn more about your ad choices. Visit megaphone.fm/adchoices
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