Working with a wide range of in-house legal teams across Aotearoa gives us a unique perspective. As embedded lawyers, we deliver advice, see how it lands, understand how it supports the business, and recognise what makes the biggest difference. It also gives us the opportunity to hear what clients really value from their in-house legal team.
Recently, at Juno Legal, our entire team of lawyers and HQ team members explored the topic of Client Experience, and had a deep dialogue with a small group of clients alongside internal reflections from our team of embedded in-house lawyers, as part of our 2025 All Hands session. It was a candid and energising conversation about what clients value in their legal support today and how we can keep showing up in ways that matter.
In the spirit of sharing and continuous learning, here are some of the reflections from our recent All Hands, tying together the real-world advice we heard from clients with the insights and stories shared across the motu by our Juno team.
1. Listen. Really listen.
We were once told by a CEO that, “Lawyers listen with their mouths.” Many lawyers are verbal processors. Be careful not to jump to solutions before you’ve taken in the full picture. Pause. Listen. Clients can often tell when you're already drafting your answer while they're still explaining the problem.
2. Be clear, fast.
When the regulator is in reception or the phones are down, there's no time for five cautious options. Clients want your best view, in plain language. Be confident. Be useful. Cut the fluff.
3. Don’t kill the idea.
You don't need to be the first to say no. Let the idea breathe. Start with curiosity, not with a checklist of risks. If you're always the one saying "we can't," you might miss the opportunity to help figure out how "we could."
4. Be bold.
Sometimes you’re the only one in the room who can name what’s not being said. That might be exactly what your GC or business partner needs. Speak up. Say the thing. Especially when you’re a secondee or fractional GC, you might have more license than you think.
5. Get out of legal-ville.
If you don’t know what it’s like to use the product or walk the factory floor, start there. If you can’t be on site, get creative. Ask for call centre recordings. Try the customer app. Great advice starts with context.
6. Watch how you land.
You might have the right legal answer, but it won’t matter if it lands sideways. Leadership means knowing how your tone, timing and delivery affect what people hear. It’s about knowing different learning and communication styles. The right message, delivered the wrong way, is still the wrong message.
The law might be your product, but it’s not theirs. Clients are focused on outcomes. They want clear, timely advice that helps them move forward, not a lesson on the legal landscape.
7. Hold your own boundaries.
Clients won't set your limits for you. If you don’t protect your time, no one else will. Sustainable legal support means knowing when to say yes, when to say not now, and when to say no. You can be a model for yourself, your team and your clients.
8. Streamline, simplify, and elevate your work.
Look for opportunities to reduce demand on your team. If something can be turned into a checklist, a video, a template, or a client self-help tool, do it. Some of the most valuable contributions in-house lawyers make are the ones that empower others and reduce dependency on legal for non-strategic matters. At Juno, we’ve supported teams through training, templates, and clause banks that make day-to-day legal smoother for everyone.
9. Make space to reflect.
In high-pressure environments, it can feel like there’s never time to pause. But reflection isn’t a luxury, it’s how good lawyers become great ones. A team debrief or a quiet moment to review the week makes space to reflect and strengthens how we show up next time.
(“Wellbeing and performance are two sides of the same coin.” - Neena Ullal, High Performance Sport NZ)
These reflections are drawn not only from what we heard from Juno All Hands 2025, but from the patterns we’ve seen in client feedback, engagements, and the day-to-day challenges our team shares and solves together. Clients have told us that they want their in-house lawyers to be sharp, collaborative, grounded and real.
We’re grateful to the former Juno clients who shared their insights with us during All Hands, and to our team for the generosity, openness and curiosity you brought to the kōrero. These takeaways keep us learning and lifting the bar, together.
Want to see how we bring this to life with our clients?
Our team of experienced in-house lawyers supports organisations and legal teams across Aotearoa in ways that are adaptable, embedded, and built on these very principles. Find out more about our services here.