Episode 5: Measuring What Matters: How to Build a Culture of Quality and Accountability

Running the Defense

In this episode, Greg Lois explores the critical question every service-oriented business should be asking: How do we measure the quality we promise? Drawing from his experience leading a mid-sized law firm with 50 attorneys and 130 employees, Greg discusses how to create a robust measurement system that balances external client feedback with internal quality audits to ensure consistent, exceptional results.

Listeners will learn how to leverage real-time data, meaningful client relationships, and structured internal audits to raise the bar on performance. Whether you’re running a law firm, a tech consultancy, or any service-based business, this episode delivers actionable insights on building systems that sustain quality while scaling for growth.