Brent Dyer, director of legal operations at Trend Micro, emphasizes that high costs do not guarantee value in legal services. He argues that many law firms promote themselves as luxury providers, but the reality includes poor communication and delayed billing, leading to confusion. Dyer advises in-house teams to expect better service by demanding itemized billing, establishing clear goals through initial alignment calls, and creating reliable feedback channels to improve the law firm relationship.
In-house experience often contradicts the perception of high-touch service, revealing issues like poor communication and delayed billing from law firms.
Brent highlights that outside counsel should clearly understand legal and business goals, suggesting a preliminary call to align objectives ahead of projects.
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