A hotel doesn’t have great service because it has 7,000 thread-count sheets, premium mattresses, or the finest marble floors. Hotels distinguish themselves by service based on how easy the staff makes it for the guest to enjoy the hotel. But a “good lawyer” is traditionally considered someone who combines high analytical, researching, and writing skills. Protected by a lack of competition for generations, lawyers were under little pressure to better serve their clients, even if the product was highly tailored to a particular client.

Why? With limited pressure from the market, lawyers didn’t have to think about how their advice and advocacy were delivered. They just had to deliver it, and then issue a bill.

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