139: Hona Co-Founder Manny Griffiths on Creating Happy Clients for Law Firms with Technology and Automation

Too many law firms lose trust not because of bad results—but because clients feel left in the dark. In this episode, Manny Griffiths, Co-Founder and CEO of Hona, reveals how law firms can solve the #1 bar complaint—lack of communication—by using smart, automated technology to keep clients consistently informed. Manny shares the story behind Hona’s development, how it enhances the client experience from intake to resolution, and why personalized, timely messaging gives modern firms a competitive edge. You’ll also hear simple, high-impact ways to boost client retention, intake conversions, and operational efficiency—all without adding to your team’s workload.Key Topics[02:51] How an early plan to attend law school shifted into launching a legal tech company focused on client engagement.[03:50] What client communication platforms like Hona can handle—and why firms are adopting them for case updates.[04:59] How intake processes can be enhanced through pre-case tech touchpoints that help introduce the firm’s brand.[06:05] Why firms are moving beyond just texting and e-signatures to differentiate themselves in intake.[06:48] How branded client portals create a stronger first impression and improve conversion during the decision stage.[08:00] What makes some practice areas ideal for automated communication systems and how case length affects value.[09:05] How tech-enabled messaging helps reduce client anxiety and addresses the most common bar complaint.[10:00] How “drip notifications” can keep clients informed without increasing the workload on attorneys.[11:06] What’s often missing from client follow-up after a case closes and why that matters for referrals.[12:02] How personal experience with PI attorneys led to ideas for better long-term client engagement.[13:08] Why small emotional details from clients can significantly improve demand letters and case outcomes.[14:03] What recurring surveys can reveal about pain, impact, and missed life events that matter for case value.[15:05] How firms can customize update triggers and video content based on stages in their CMS system.[16:09] What the client experience looks like inside the Hona app—and how it centralizes communication.[17:01] How calendar syncing and reminders for events like depositions can improve show-up rates and preparation.[18:06] What short-form video is doing to improve understanding and retention during the legal process.[19:02] Why tools like Loom are gaining traction for quick delegation and personal connection through video.[20:05] How asynchronous video helps automate education and frees attorneys from repeated explanations.[21:00] What sets high-performing firms apart when it comes to advanced communication strategy.[23:04] Why growth-focused firms are focusing inward—improving processes instead of just adding more marketing.[23:59] What chatbots can uncover about client behavior—and how firms are leveraging them for better follow-up.[25:01] How collecting a cell number first changes the firm’s ability to convert a distracted website visitor.[26:06] What role texting plays in modern client communication and why it’s becoming more central than email.[27:03] How a centralized SMS system avoids compliance risks and improves visibility across the team.[28:09] How intake platforms that integrate SMS are helping firms convert leads faster without more manual work.[29:32] Where legal tech is heading—and what firms can do today to improve both the client journey and their own efficiency.Resources MentionedBooksShoe Dog by Phil Knight - https://a.co/d/axuuz20 How to Win Friends and Influence People by Dale Carnegie - https://a.co/d/gA7TBrN Good to Great by Jim Collins - https://a.co/d/dmUJr9n PodcastsAll-In Podcast – Technology, business, and leadership - https://podcasts.apple.com/us/podcast/all-in-with-chamath-jason-sacks-friedberg/id1502871393 About our Guest:Manny Griffiths is the Co-Founder & Chief Executive Officer at Hona based in Orem, Utah. Previously, Manny was the Enterprise Account Executive at Filevine. Manny received a Bachelor of Science degree from Brigham Young University.https://www.hona.com/ About Jay Berkowitz:Jay Berkowitz is a digital marketing strategist with decades of experience in the industry. As the CEO of Ten Golden Rules, he has helped countless law firms and businesses harness the power of the internet to achieve remarkable growth and visibility. Jay is also a renowned keynote speaker and author, sharing his expertise at various industry events and publications worldwide.Connect with Ten Golden RulesSubscribe to Ten Golden Rules on YouTubeCheck out our webinars on TenGoldenRules.comConnect with Ten Golden Rules on LinkedInFollow Ten Golden Rules on FacebookConnect with Jay Berkowitz on LinkedInThanks for listening!Thanks so much for listening to our podcast! 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