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How a Law Firm Cut Billing Disputes 70 Percent With One Email Change
Episode 94 of The Operator's Manual examines how Wilson & Henderson, a 120-attorney litigation firm based in Dallas, reduced client billing disputes by 70 percent in just six months. The change: sending a single plain-text summary email before every invoice. Managing partner Diane Oberman discovered that clients challenged line-item descriptions they didn't understand — not the hours themselves. By front-running confusion with a short, jargon-free breakdown of major work categories, the firm slashed dispute-resolving time from 14 hours per partner per week to under three. Lucas and…
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