client service

“We want our technology to create a better experience for clients and employees, not just one more extra task to do every day,” says Leon Dacbert, a lawyer and chief technology officer at Begum Law Group. Leon joins host Michael Cowen to share his experience transitioning from server-based case management software to cloud solutions. Drawing from his personal journey of selecting, implementing, and customizing legal software, Leon offers practical guidance on avoiding costly mistakes, ensuring smooth transitions, and using technology to genuinely improve client care rather than simply adding administrative burden.

Click here to learn about the firm’s Big Rig Boot Camp on July 10.

Michael and Malorie welcome listener questions for a new “Ask Michael and Malorie Anything” feature. To submit a question, email Michael.

Featured Guest

Name: Leon Dacbert

About: Leon advocates for those who have suffered injuries such as through car crashes or slip-and-falls. He is also the firm’s chief technology officer, where he pushes the boundaries of technology in the legal industry.

Company: Begum Law Group on LinkedIn | Instagram | Facebook | YouTube 

Connect: LinkedIn

Episode Highlights 

[02:09] Becoming a Tech-Lawyer Hybrid: Leon’s journey from being “the family tech guy” to leading technology implementation at his law firm while maintaining his legal practice.

[05:16] Lawyer vs. Techie: The unique advantage of having a lawyer lead technology implementation is their understanding of case pipelines and legal workflows that non-lawyer tech specialists often miss.

[07:59] Client Feedback Systems: Leon describes implementing software to gather client feedback at key points in a case’s lifecycle, from intake through resolution.

[10:06] Selecting Software: When choosing case management software, consider the ecosystem around it—what developers and vendors are available to support the platform.

[12:13] Sales vs. Reality: Beware polished product demos from salespeople. Always insist on a “sandbox” or demo account to test the software yourself before committing.

[17:29] Incremental Approach: Rather than trying to implement every possible feature at launch, start by copying your current processes into the new system.

[19:24] Ensuring Data Quality: The key to reliable dashboards is ensuring staff enter accurate data—Leon explains his “give and take” approach to incentivize proper data entry.

[22:56] Better Experience: The ultimate goal of technology implementation should be improving experiences for both clients and staff, not adding bureaucratic burden.

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In this popular and award-winning podcast for trial lawyers, noteworthy author, sought-after speaker, and renowned trial lawyer, Michael Cowen explores critical topics distinctive to the legal profession with some of the biggest names in the industry – specifically focused on developing extremely efficient law practices, securing a competitive edge in the industry, and wildly excelling in the courtroom.

Produced and Sponsored by LawPods.

“Seeing is believing. When people actually see something rather than just hearing someone talk about it, it makes a huge difference,” host Michael Cowen says of the impact of live demonstrations in personal injury cases. In this segment of “Ask Michael and Malorie Anything,” Michael and partner Malorie Peacock reveal how real-world demonstrations can make complex principles understandable to jurors, why they’re more effective than animations, and when to invest in this powerful trial strategy.

Click here to learn about the firm’s Big Rig Boot Camp on July 10.

Michael and Malorie welcome listener questions for a new “Ask Michael and Malorie Anything” feature. To submit a question, email Michael.

Featured Guest

Name: Malorie Peacock

About: A name partner at Cowen Rodriguez Peacock, Malorie represents clients who have been injured by the negligence of others. Her experience includes working on commercial vehicle, trucking, and wrongful death cases.

Company: Cowen Rodriguez Peacock

Connect: LinkedIn | X | Facebook | Instagram | YouTube

Episode Highlights 

[03:10] Demonstration vs. Reenactment: Malorie explains that demonstrations illustrate principles rather than recreating exact scenarios, making them legally stronger and less vulnerable to attack.

[06:08] Seeing is Believing: Michael and Malorie discuss why jurors find real-world demonstrations more credible and engaging than animations, which jurors instinctively view with suspicion.

[11:57] Brake Line Example: In the Buntyn case, their trucking expert demonstrated what really happens when a brake line is severed on an 18-wheeler to disprove the defendant’s claims.

[20:35] Trial Pitfalls: Michael shares a cautionary tale about a courtroom glass-breaking demonstration gone wrong, highlighting why pre-recorded demonstrations are often safer.

[27:07] Visibility Study: For a case involving a nighttime collision with an angled trailer, they created a carefully controlled demonstration using identical vehicles and lighting conditions.

[33:09] Crash Testing: In a product liability case against a trailer manufacturer, their six-figure crash test investment yielded a substantial return by proving that the underride guard was inadequate.

[38:35] Rumble Strip Demonstration: Malorie describes how they proved rumble strips would have alerted an 18-wheeler driver by conducting a real-world test with identical equipment on the actual crash site road.

[43:13] Big Rig Boot Camp: The firm will host a trucking litigation seminar on July 10 in San Antonio, which will include more demonstration techniques and in-depth case strategies.

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In this popular and award-winning podcast for trial lawyers, noteworthy author, sought-after speaker, and renowned trial lawyer, Michael Cowen explores critical topics distinctive to the legal profession with some of the biggest names in the industry – specifically focused on developing extremely efficient law practices, securing a competitive edge in the industry, and wildly excelling in the courtroom.

Produced and Sponsored by LawPods.

In 1977, when attorney advertising became legal through the Bates decision, Harlan Schillinger spotted an opportunity that would pioneer an entire industry. In this episode, the self-described “grandfather of legal marketing” shares insights from his nearly five decades of experience with host Michael Cowen. While emphasizing television’s enduring power, Harlan explains how social media and digital strategies have transformed legal marketing, creating both challenges and opportunities. Harlan and Michael explore why authenticity and compassion must remain central to any successful legal marketing approach.

Michael and Malorie welcome listener questions for a new “Ask Michael and Malorie Anything” feature. To submit a question, email Michael.

Featured Guest

Name: Harlan Schillinger

About: Known as the “grandfather of legal marketing,” Harlan entered the field in 1977 following the Bates decision that allowed attorney advertising. With nearly five decades of experience, he pioneered television advertising for attorneys and has helped countless law firms develop effective marketing strategies.

Company: Harlanschillinger.com

Connect: LinkedIn | Facebook

Episode Highlights 

[02:05] Pioneering Legal Marketing: Harlan recounts entering the legal marketing scene in 1977, producing the first television commercials for lawyers in 1978-79.

[05:27] Phone Call Importance: Harlan emphasizes the critical importance of answering the phone properly for both business success and showing compassion to clients on “their worst day.”

[13:52] Television’s Evolution: While still “king,” television has fragmented across countless channels and streaming services, requiring strategic placement rather than simply outspending competitors.

[17:45] “You Get What You Ask For”: Harlan explains that lawyers must carefully craft their messaging to attract the specific types of cases they want.

[20:49] Starting with Limited Budget: For new lawyers with minimal marketing funds, Harlan recommends leveraging social media and nurturing past client relationships through consistent communication.

[27:38] Digital Strategy First: When selecting a digital marketing partner, Harlan advises attorneys to first ask about strategy rather than specific tactics, ensuring alignment with the firm’s goals and voice.

[31:16] Authenticity Matters: Harlan stresses the importance of being yourself in marketing because audiences will see through inauthentic messaging.

[35:51] Fix Your Intake First: Before spending on external marketing, firms must build “bulletproof” intake and conversion systems to prevent client leakage.

[41:10] The Vulnerability Window: Clients are most likely to reconsider their choice of attorney during specific periods: immediately after signing and during case lulls.

[44:01] Culture Defines Success: The culture and character of a law firm ultimately determine its success, affecting how clients feel about their experience regardless of case outcomes.

Connect with Trial Lawyer Nation

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☑️ Subscribe to Trial Lawyer Nation on Apple Podcasts, Spotify, or YouTube.

In this popular and award-winning podcast for trial lawyers, noteworthy author, sought-after speaker, and renowned trial lawyer, Michael Cowen explores critical topics distinctive to the legal profession with some of the biggest names in the industry – specifically focused on developing extremely efficient law practices, securing a competitive edge in the industry, and wildly excelling in the courtroom.

Produced and Sponsored by LawPods.

Host Michael Cowen welcomes back visual trial strategist Amy Hall for a discussion about her work helping lawyers connect with juries through visual displays. As she explains, people remember more of what they see than what they just hear – which makes visuals an important tactic in the courtroom. Her strategy focuses on guiding her clients to distill a case so that they display only important points on visual elements like timelines. 

Michael and Malorie welcome listener questions for a new “Ask Michael and Malorie Anything” feature. To submit a question, email Michael.

Featured Guest

Name: Amy Hall

About: Amy is a visual trial strategist with over 18 years of experience helping trial lawyers create compelling visual presentations. Her background in graphic design and experience across various industries, including the gambling industry, gave her unique insights into decision-making, emotions, and attention that she now applies to litigation strategy.

Company: Visual Trial Strategy | Trial Strategy Academy

Connect: LinkedIn

Episode Highlights 

[04:18] Visual Trial Strategy Defined: Understanding that people are visual creatures, this strategy distills a case in a way that helps jurors connect with it.

[08:33] Pictorial Superiority Concept: It means, simply, that people remember what they see a lot more than they remember what they hear. 

[14:14] Distill! One of the first things Amy asks her lawyer clients to do is prepare a two-page neutral statement on the case. When they complain that the case is too complex to be distilled into two pages, she says: “Keep trying.”

[19:08] Common Visuals: The formula is the “shot across the bow” and should be the first exhibit shown, Amy says. She also describes this suite of three exhibits: the anchor, link, and payoff.

[23:59] Battle of the Experts: Expert testimony should always be accompanied with visuals, Amy says, and she never lets an expert bring their own exhibit.

[28:12] Open-Ended Questions: Lawyers often fear asking jurors open-ended questions. Amy is “obsessed” with them because, she says, jurors will love a lawyer who gives them the freedom to come to their own conclusions.

[34:48] Timelines: They’re important because they represent the plaintiff’s history and the defendant’s decisions. But Amy cautions that timelines must simplify the information so the jury is not confused.

[37:39] At the Beginning: That’s when the plaintiff’s lawyer should start developing their visual strategy. “If you start that process, you are going to eliminate a lot of blind alleys,” Amy says.

[42:16] Five Hours a Day: Amy prefers to work with her clients in blocks – five hours a day for four consecutive days – because distilling a case takes sustained time and energy.

[46:58] AI: Amy welcomes exciting, powerful new technology, but she notes that visual trial strategy is tied to a technology that’s been locked in place for some 25,000 years: the human brain.

Connect with Trial Lawyer Nation

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☑️ Subscribe to Trial Lawyer Nation on Apple Podcasts, Spotify, or YouTube.

In this popular and award-winning podcast for trial lawyers, noteworthy author, sought-after speaker, and renowned trial lawyer, Michael Cowen explores critical topics distinctive to the legal profession with some of the biggest names in the industry – specifically focused on developing extremely efficient law practices, securing a competitive edge in the industry, and wildly excelling in the courtroom.

Produced and Sponsored by LawPods.

In the first installment of their new “Ask Malorie and Michael Anything” feature, host Michael Cowen and colleague Malorie Peacock tackle eight questions from listeners. They offer strategies and tips on topics ranging from launching a career as a personal injury lawyer, to navigating a traumatic brain injury case, to managing doubts about an expert witness.

Have a question for Michael and Malorie? Email Michael.

Featured Guest

Name: Malorie Peacock

About: A name partner at Cowen Rodriguez Peacock, Malorie represents clients who have been injured by the negligence of others. Her experience includes working on commercial vehicle, trucking, and wrongful death cases.

Company: Cowen Rodriguez Peacock

Connect: LinkedIn | X | Facebook | Instagram | YouTube

Episode Highlights 

[05:54] Post-Law School: To a law school student looking past graduation, Michael recommends two strategies for kick-starting a career: a part-time job at a law firm or working at a clinic.

[09:00] Eye Witness: Malorie offers young lawyers another idea to enhance their skills: watching real trials to see how they play out in the real world.

[10:37] Truck Accident Law: Responding to a question about how to become an effective truck accident lawyer, Michael suggests taking advantage of educational opportunities through groups like the Academy of Truck Accident Attorneys. He’ll teach a course for the Academy in Billings, Montana, in May.

[13:17] Taking on TBI: Michael and Malorie outline how they approach the complex issues associated with a client’s traumatic brain injury, particularly a “mild” one. 

[18:41] Three-Legged Stool: The PI attorney must evaluate a case on three factors, Michael explains: liability, damages, and resources.

[23:44] Pro Hac Vice: Michael explains how to avoid falling into procedural traps in districts where you’ve never practiced. “It’s surprising when you practice out of state or in various federal courts how different the rules actually are for different things,” Malorie adds.

[36:24] Doubts: You’ve hired an expert that everyone says is great, but now you have doubts. Michael and Malorie share insights about how to navigate that delicate situation.

Connect with Trial Lawyer Nation

☑️ Follow us on X, Facebook, Instagram, and LinkedIn.

☑️ Subscribe to Trial Lawyer Nation on Apple Podcasts, Spotify, or YouTube.

In this popular and award-winning podcast for trial lawyers, noteworthy author, sought-after speaker, and renowned trial lawyer, Michael Cowen explores critical topics distinctive to the legal profession with some of the biggest names in the industry – specifically focused on developing extremely efficient law practices, securing a competitive edge in the industry, and wildly excelling in the courtroom.

Produced and Sponsored by LawPods.