At this year’s ClioCon, renowned psychotherapist and relationship expert Esther Perel explored what it means to connect as professionals, leaders, and humans. Her keynote on the four pillars of human relationships was a powerful reminder that trust isn’t built through big gestures but in the small moments that say, You can lean on me, I’ve got your back.
Perel began by asking the lawyers in the audience a simple question: “Did you get into law to help people?” The answer, overwhelmingly, was yes. She also invited reflection on how technology, while empowering, can bring both excitement and anxiety to our daily interactions.
For legal professionals, trust is at the heart of every client relationship. It’s what allows someone to open up about what’s at stake. As Perel noted, understanding a client’s behavior means looking beyond the surface. If you have a ‘difficult client’, that’s a sign to ask: What is their behavior really telling me? What matters to them? Before you can convince someone you’re right, you must understand what it costs them to admit you are.
She also spoke about belonging as the strongest indicator of work performance. When people feel their presence matters and that their contributions have an impact, they invest more deeply in collective success. Recognition, whether from a client’s word or a colleague’s appreciation, reinforces meaning and keeps us grounded in why our work matters.
At LEX Reception, we believe the same principles apply to every client call. Trust, belonging, and recognition aren’t abstract ideas; they’re built in the everyday human moments that define excellent client service. Even in an age of automation, empathy remains our most powerful technology.
