Leveraging Technology to Attract, Delight, and Retain Clients

Level: Beginner
Runtime: 61 minutes
Recorded Date: October 16, 2020
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  • Client Experience: Technology and COVID-19
  • The Four Pillars of Exceptional Service
  • How to Achieve the Vision
  • Why Now is the Time to Get Buy-In
Runtime: 1 hour
Recorded: October 16, 2020


As we all work to navigate this new and strange pandemic landscape, it can be even more tempting than usual to hunker down and wait for the storm to pass. But now more than ever it is important for law firms to seize the opportunity we’ve been presented with and rally firm leadership behind a full-scale paradigm shift when it comes to technology.

This program was recorded on October 16th, 2020.

Provided By

American Bar Association


Frank Schipani

Senior Consultant
Optimal Networks

Frank is an experienced technology and law firm leader with 24 years spent in legal technology and administration. Frank has successfully guided his firms through several transitions, including the transition from traditional in-house technology to cloud services; the transition from ad-hoc and break fix to forward thinking, proactive and disciplined project and task management; and the transition from just keeping systems running to leading a strategically aligned team of professionals. One of Frank’s strengths is building consensus around ideas and helping organizations turn ideas into reality.

As a manager and leader, Frank excels at coaching and mentoring his staff and helping them learn and grow as technologists, as team members, and as individuals. He is always seeking new ways to bring out the best in everyone and measure the team’s success against the organizational goals and the needs of the user community. He focuses on developing cohesive teams of professionals that can deliver at the highest level.

Frank is a frequent speaker and writer on legal technology issues. He effectively communicates technical ideas to those at all levels of technical ability, from those with no technical background to technology experts and everyone in between. He regularly gives user training classes and leads seminars for non-technical ALA members and technical ILTA members. He also leads meetings and discussions with IT staff, firm attorneys, vendors and business partners in all operational areas, including office operations, HR, recruiting, marketing, technology, legal services and finance.

Michael Gottlieb

Founder & Attorney
Momentum Law Group

I love being a lawyer and I love changing my clients’ perception of what it’s like to work with a lawyer. I thrive on creating a uniquely positive and enjoyable client/lawyer relationship. By understanding our clients – their passions, their ambitions, their goals, and the issues that keep them up at night, I’m able to help them achieve their goals in a way that is custom-fit for them.

I often serve as a sounding board for our clients. While our clients know their business better than anyone, together we make a great team – we will find the best possible approach to achieve the desired goals. Then, I make it happen in the most efficient way possible. To do this, I employ legal expertise, creativity, logic, tact, and persuasion.

Our practice is focused on representing privately-held businesses and entrepreneurs for whom we serve as outside general counsel. We work with the owners/operators to help them with the legal and strategic matters they face in their businesses.

We help our clients with legal and strategic matters that arise during all phases of the business lifecycle, from startup, growth and expansion, through exit strategies.

Our clients include businesses in a variety of industries, including federal government contracting, home health care, health/dental care, information technology, public relations, publishing, and home improvement that are located throughout Maryland and the Washington, D.C. Metropolitan Area.

Heinan Landa

Founder & CEO
Optimal Networks

Almost 30 years ago, I did something kind of crazy. I stole a vacant office from my parents, hung up a self-constructed banner that read “Optimal Networks,” and called myself a business owner.

My plan: I’d build an IT services company that would not only provide its clients with mind-blowing service, but have serious fun doing so.

I had the technical know-how thanks to a BS and MS from Hopkins, I had the entrepreneurial drive thanks to an MBA from Wharton, and I really, really liked having a good time. There had to be a way to blend all of these facets together while maintaining an aggressive commitment to honesty and ethics. …Right?

Well, here we are over two decades later, over 30 people and 200 clients strong. How did it all turn out? Please turn your attention to Exhibit A, Exhibit B, and — if you’re particular about unbiased sources — Exhibit C.

While you’ll never see me claim sole credit for where Optimal is today (it was a massive team effort), you might hear me talk about how incredible it’s been to see those wild ideas jump from continuous-feed computer paper to fiercely real life.

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