Have you ever noticed how some outside counsel seem to create unnecessary risk and drama just by being disorganized, and how they share the headache with you? Yet others always seem to sail in calm waters and avoid burdening you with unnecessary angst, so you don’t feel every bump in the road. It is not unreasonable for you to ask your outside counsel to plan for the unexpected, to manage it when it happens, and even to de-risk the assignment. In any other industry this would be called customer journey and it would be recognized as a key part of getting repeat business. Law firms who plan carefully and have good operating methods will always be better equipped to predict and manage whatever comes along. These firms have the happy knack of delivering reliable results while shielding you from the noise, drama and angst of the job. They quickly become go-to counsel because they offer you reliability and peace of mind to trust that they’re getting it done.