Client Expectations, Regulatory Pressure, and the Governance Gap

Clients and regulators are demanding more from law firms than ever. Transparent billing, reliable data security, and compliance with complex privacy laws are now table stakes. Yet many firms still operate with fragmented information governance frameworks that can’t keep pace.

In our experience, gaps in governance don’t stay hidden for long. Even firms with strong financials and solid IT investments face real risk when they can’t deliver the transparency or compliance their clients expect.

Rising Client Demands 

Trust used to be built on legal skill alone. Today, clients also expect operational integrity. They want to know their data is secure, well-managed, and accessible. Requests for billing transparency, audit trails, and records retrieval are becoming standard.

And when firms can’t respond quickly? That trust erodes.

We worked with a firm where repeated client questions about document security became a sticking point. Without centralized governance, reporting was piecemeal and slow—sometimes taking weeks. The delay created friction that could have been avoided with consistent, firmwide standards.

Regulatory and Compliance Pressures 

At the same time, regulatory demands are only growing. It’s not enough to have a policy on paper. You need to show it’s being followed.

We advised a regional firm preparing for a regulatory review. Their retention policy looked fine on the surface, but inconsistent execution left thousands of records unaccounted for. By standardizing governance practices, they reduced their exposure and gave leadership confidence going into the audit.

The Mattern Perspective 

Fixing this isn’t about writing more policies. It’s about making sure the policies you already have actually work.

We help firms implement governance strategies that are practical, enforceable, and aligned with both client demands and regulatory obligations. If your firm is struggling to keep up, let’s talk: info@matternassoc.com