64. Changing The Client Experience In Law With Clarissa Rayward

64. Changing The Client Experience In Law With Clarissa Rayward


Clarissa Rayward

Changing The Client Experience In Law

Clarissa Rayward, is the Director of Brisbane Family Law Centre. She’s also known as  ‘The Happy Family Lawyer’.

I invited Clarissa on the show because she is an example of how, even in an industry like law, there is a better way. A way can do things differently to the benefit of the customer, or in this case, the client. As a Divorce Lawyer, Clarissa specialises in helping separating families stay out of the Family Courts and stay friends as she believes that a divorce can be a positive end to a marriage.Over the past 13 years Clarissa has worked as a specialist family lawyer and has helped over 2,000 Australian families through their divorce. That experience has reinforced her belief that traditional legal processes do little to help separating families find a positive future after divorce. Clarissa believes it takes more than lawyers and Courts to help families through divorce and separation in a way that ensures a positive end to a marriage. For this reason she established Brisbane Family Law Centre, a multidisciplinary practice where lawyers work alongside counsellors and financial planners to ensure that clients receive the holistic support they need at such a challenging time. Clarissa is determined to change the way Australian families experience divorce and separation for the better. She is known as ‘The Happy Family Lawyer’ as she believes that a divorce can be something you can look back on with pride. So for this reason I’m excited to bring you Clarissa who is a good friend of mine, to share with you  the importance of thinking about the client experience and outcome above and beyond what is the traditional approach.


During my conversation with Clarissa we talk about:


  • Her approach to family law to allow divorce to have a positive outcome for the clients
  • How she uses two websites to drive business
  • How she brings awareness to the firm’s approach
  • Why referral business has been a consistent source of business
  • The online resources that bring new business to the firm
  • How the firm has risen to the No.1 spot on Google organically
  • The change to fixed fee legal services (the benefits for business and employees as well as the clients)
  • How she achieves freedom to focus on business strategy
  • How she knew when to take on additional employees; and
  • The need (and the way) to achieve happiness in the workplace


Selected Links For This Episode

On giving away information for free : “My approach in business has always been give, give, give and it ultimately gives back.” Clarissa Rayward


“For a client, there is no end of information to access. My approach has been to try and take what can often be really complicated information and break it down into a really easy, digestible reading” Clarissa Rayward


“You’re looking at a win-win, for outcomes that meet that needs of everyone at the table rather than applying pure law” Clarissa Rayward


“Setting up a business that focuses on keeping families away from the courts and ideally finding positive ends to marriages, is personally far more satisfying. But I see, for the families I’m working with, the outcomes are so much better, the costs are lower, the emotional costs are so much lower.” Clarissa Rayward



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