The Grandma Test: 7 Proven Strategies to Keep Clients Happy and Ethics in Check
Tired of clients asking, “What’s the status of my case?”
Join PILMMA founder Ken Hardison, managing partner Ben Leader, and Case Status’ Paul Bamert for a fast-paced, practical session that breaks down 7 client service strategies proven to reduce bar complaints, drive 5-star reviews, and scale your firm’s reputation with less stress.
What you’ll learn:
- How to apply The Grandma Test to elevate empathy, ethics, and efficiency
- Real-world tools for automating updates, boosting transparency, and reducing friction
- A behind-the-scenes look at how Ben Leader uses Case Status to improve satisfaction—and what it’s done for his firm
This is the playbook every modern law firm needs to improve satisfaction, earn more referrals, and deliver on the promise of being a client-centered firm.
Details about this webinar
Tired of hearing “What’s the status of my case?”
Join legal legend Ken Hardison (PILMMA), Ben Leader (Elrod Pope), and Case Status' Paul Bamert for a no-fluff, highly practical session on how to flip the script on unhappy clients, bar complaints, and lost referrals. Based on the standing-room-only NCAJ presentation, this session walks through 7 specific things you can implement tomorrow—whether you’re solo or managing a 30-person team.
Learn how to:
- Replace chaos with calm through proactive client touchpoints using automation
- Leverage automations and AI to keep clients informed (without added burden on your staff)
- Use “The Grandma Test” to elevate empathy and ethics firmwide
Whether you’ve been burned by a bar complaint or just want happier clients (and more referrals), this discussion with leave you with real-life examples from legal practitioners who have implemented these practice in their firms. You’ll walk away with tactical tools, systems you can adopt, and a renewed commitment to better client service.
Attendee Takeaways
Attendees will leave with:
- A checklist of 7 strategies to improve client communication tomorrow
- An understanding of how automated updates, messaging, and surveys can reduce complaints
- Examples of how Ben Leader's firm applied these strategies using Case Status—and the measurable results they achieved
- Ethical insights: why not responding to clients quickly may not just be bad business, but borderline unethical in today’s world
Meet Our Esteemed Panelists
Paul specializes in bringing new and disruptive technology and SaaS solutions to market, refining solutions to provide more value to customers. He is passionate about technology: helping businesses like law firms run better while at the same time delighting the consumers they serve.
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Ken Hardison is the founder of PILMMA and a leading authority on law firm growth. After building two successful firms, he now helps attorneys scale through proven marketing and management strategies. Known as the “Millionaire Maker,” Ken has authored several books and speaks nationally on growing high-performing, client-focused practices.
Ben Leader is the Managing Partner of Elrod Pope Accident & Injury Attorneys, a 46-year-old personal injury firm based in Rock Hill, South Carolina. As Managing Partner, Ben has helped lead Elrod Pope through significant growth and transformation, with a particular focus on client experience, intake, marketing, and culture. The firm has grown to more than 55 team members, consistently achieved a client Net Promoter Score above 80, and was named to the 2026 Inc. 5000 list of America’s fastest-growing private companies. Ben is passionate about building a law firm where growth and exceptional client service go hand in hand, and he frequently shares lessons from Elrod Pope’s journey with other law firm leaders at conferences, on podcasts, and through industry events.
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