From Kayak.com’s founder comes this management gem:

At Kayak, I require that every employee talk or email with one or more customers every day. When I've mentioned this to friends-- that we give personal replies to all feedback and require even high-paid engineers spend time talking with customers every day-- they think I'm crazy. They think I should push customer support off to a separate lower-paid team rather than bothering my expensive engineers. But I will tell you a secret:

Having every Kayak employee talking with customers every day has been the best thing we have ever done. It is one thing to (a) have a computer or IVR trying to answer customer emails and phone calls and then (b) having a customer support department trying to address unanswered questions and then (c) raising the ones they can't handle to a quality assurance department who helps out, and who then (d) raises only a tiny subset of those issues to the product engineers.

It is quite another thing to make engineers talk directly to customers, removing layers of communication. Many brilliant engineers are empathetic problem solvers but they are also sometimes lazy and don't like to do anything more than once, including answering the same question over and over. When their software does something stupid, and they are thus required to answer the same customer question about it many times, and they have to look those customers in the eye and see their problem, those engineers then actually take the time to fix the problem.

Do all the attorneys in your firm talk to a client every day?  Maybe they should.