In my role, I think a lot about how to improve our client services and client experience. This post is about how communication plays a role in that. Recently, I worked with a long-standing client to update their suite of legal templates: a contractor MSA, SoW, NDA, and MNDA. The request came with a clear goal—modernize old documents and expand their contractor agreement to apply beyond art assets, reflecting how the studio now operates.

While the task itself wasn’t overly complex, the outcome was as strong as it was because the client did something essential from the start: they clearly articulated their needs and stayed engaged throughout the process.

What Made This Work Go Smoothly?

When I received the initial request, it included helpful context: the templates were outdated, created before the client joined the studio, and needed to reflect how they now engage with freelancers and consultants alike. They also identified a concrete clause they wanted to add—clarifying that work-for-hire should not be included in the contractor’s portfolio without written permission.

I had a quick follow-up question about how broadly they wanted to use their MSA going forward. Within hours, they responded with clarity and examples that helped me understand the full scope of the work and avoid guesswork. This type of communication is gold: it ensures that I’m not just editing documents, but aligning the legal tools with how the client actually works.

Communication Is a Two-Way Street

On my end, I set expectations around time and scope early on and made sure to flag where something might push the project beyond the original estimate. On the client’s end, they came ready with goals, questions, and a willingness to engage in the process—not just offload it.

That exchange allowed me to turn around the updated documents quickly and confidently. In their words:

“This is all excellent. The way you’ve handled the small changes to the MSA are perfect, as well. That document now functions as I’d like it to.”

It’s Not About Speed—It’s About Fit

Sometimes, legal work moves quickly. But more importantly, it moves well when both parties commit to open, respectful communication. Clients don’t need to have all the answers, but a little clarity goes a long way. And attorneys must create space for those conversations, ask the right questions, and be transparent about the process.

This project was a great reminder that the quality of legal work—especially contract work—depends not just on legal acumen, but on thoughtful back-and-forth. When we approach legal services as a conversation, not a transaction, we get results that actually serve the business.

This post is not intended as legal advice. If you need legal support, please reach out to info@jrwiener.com.