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.

GC Voice

• "Nurture your relationship by being there as a sounding board during the tough times. There is no greater incentive than being recognised that you, the external counsel have been there for us during the most difficult times. It's during these times that in-house counsels need you as their sounding board, as the ally they can trust who has their backs and who will step up to protect your company's interests without reducing the discussion to transactional numbers on costs and expenses." — Priti Shetty, General Counsel, ICICI Bank UK

• "The creation of a business partner model where both parties share their priorities and concerns enables relationships to be built and typical what good looks like for each of the stakeholders. Joint project plans, creative problem solving sessions, clear performance management, and accountability enables the right work to be done by the right people at the right time. Supply chains can help legal functions horizon scan, risk analyse, and introduce commercial opportunities once they are aware of organisational goals and priorities."— Mohammed Ajaz, Global Head of Legal Operational Excellence, National Grid, UK  

• "Clearly outside counsel need to be subject matter experts, that's why we go to them. However, the best outside counsel also ask questions to understand context, and are pragmatic and practical in their approach to thinking about issues. These are the same qualities I look for in my department, but are sometimes harder to find in outside counsel." – Anirma Gupta, General Counsel | High Growth Company Executive | Non-Profit Co-

Lean Adviser Voice

I often say, think of your job as flying a plane, where the key to repeat business is getting your client to the right place, reliably and uneventfully. That's all clients really want. Important as it is to get a good outcome, if the experience is torturous that will be the main thing the client remembers. Just like flying a plane, take care to plan the smoothest and safest course. There will still be bumps along the way, and that's fine. When something unexpected happens, deal with it calmly, effectively and transparently.