In this episode, Greg Lois explores the critical question every service-oriented business should be asking: How do we measure the quality we promise? Drawing from his experience leading a mid-sized law firm with 50 attorneys and 130 employees, Greg discusses how to create a robust measurement system that balances external client feedback with internal quality audits to ensure consistent, exceptional results.
Listeners will learn how to leverage real-time data, meaningful client relationships, and structured internal audits to raise the bar on performance. Whether you’re running a law firm, a tech consultancy, or any service-based business, this episode delivers actionable insights on building systems that sustain quality while scaling for growth.
What is “Running the Defense”?
“Running the Defense” is a podcast about transitioning from lawyer to business owner where we talk about the fundamentals of running a law firm as a business, leadership and team building, creating a differentiated service in a crowded market, and succession.
Host Greg Lois brings unparalleled subject-matter authority and real-world firm leadership experience. His voice resonates with ambitious insurance defense lawyers and emerging firm leaders—making him the perfect guide for a podcast dedicated to building, scaling, and leading the successful defense firm.
