Jesse Frye: Improving Your Client Experience for Law Firm Success

In this episode, Steve Fretzin and Jesse Frye discuss:

  • Why Jesse started ScaleLegal.
  • Most common gaps in the client experience. 
  • Utilizing your tech stack appropriately and effectively. 
  • 3 Tips for improving your client experience. 


Key Takeaways:

  • Communication is often one of the largest gaps in the client experience. Consistency in communication is key. 
  • Most tech isn’t customized for lawyers. There are ways to customize (and be properly trained in) your technology for the best use in your firm. 
  • Map out your client journey. You need to understand your current state before you can plan for what you want in the future of your firm. 
  • Understand the journey, fill the gaps, and clear the friction points. 


“You can remove a lot of the issues that you have with your client’s experience just by being very clear and upfront with their pricing.” —  Jesse Frye


Thank you to our Sponsors!


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Episode References: 


About Jesse Frye: Jesse Frye is the CEO and Co-Founder of ScaleLegal. Jesse is a Certified Business Coach & Productivity coach with more than 25 years of experience improving the efficiency of businesses, including hundreds of small law firms. Additionally, Jesse has experience running Client Experience departments for small and medium size businesses, taking poorly performing brands and turning them into successful, thriving businesses. He has an MBA from Norwich Military University and is a United States Coast Guard Veteran.


Connect with Jesse Frye:  







Connect with Steve Fretzin:

LinkedIn: Steve Fretzin

Twitter: @stevefretzin

Facebook: Fretzin, Inc.



Book: Legal Business Development Isn’t Rocket Science and more!

YouTube: Steve Fretzin

Call Steve directly at 847-602-6911


Show notes by Podcastologist Chelsea Taylor-Sturkie


Audio production by Turnkey Podcast Productions. You’re the expert. Your podcast will prove it.