Jack, with his insight into 100's (1,000's?) of law firms across the country and across different fields, has touched on such an important shift. For so long, law firms focused on the lawyer and the lawyers within their model. However, consumers expectations are shifting and if we, as an industry, are going to keep up...we need to start thinking about the client and what they are not only asking for...but demanding from us. Lawyers are doing important work and it's not that the work we're doing necessarily needs to change, but the way we deliver it and talk about it does. This book helps us to think about that future (well, really current reality).