The
first
time
I
joined
a
sales
call,
I
didn’t
expect
much.
I
was
there
as
legal
backup,
not
the
star
of
the
show.
But
halfway
through,
the
client
raised
a
concern
about
a
licensing
clause.
On
instinct,
I
suggested
a
quick
tweak.
The
hesitation
disappeared,
and
the
deal
closed
faster
than
anyone
expected.
That
moment
was
a
game-changer.
It
taught
me
that
my
role
as
product
counsel
isn’t
just
about
drafting
contracts
or
mitigating
risks.
It’s
about
actively
contributing
to
the
business
—
and
one
of
the
best
ways
to
do
that
is
by
being
in
the
room
with
customers.
Direct
engagement
with
customers
provides
insights
you
simply
can’t
get
secondhand.
You
uncover
hidden
risks,
spot
opportunities
for
improvement,
and
strengthen
the
bridge
between
legal
and
business.
Here’s
why
showing
up
matters.
Find
The
Problems
That
Actually
Matter
Customer
praise
feels
good,
but
it
rarely
tells
the
full
story.
The
real
value
lies
in
understanding
what
makes
them
hesitate.
Is
it
the
legal
terms?
A
compliance
question?
A
trust
issue?
These
moments
are
gold
for
identifying
what’s
truly
holding
your
business
back.
For
example,
during
a
series
of
sales
calls,
I
noticed
a
recurring
concern
about
how
we
handled
data
privacy.
That
led
to
a
collaboration
with
the
product
team
to
strengthen
our
privacy
disclosures.
The
result?
Customer
concerns
eased,
deals
closed
faster,
and
we
gained
a
competitive
edge
by
being
more
transparent.
Patterns
in
customer
concerns
don’t
just
solve
individual
problems
—
they
reveal
the
systemic
ones.
Read
The
Unspoken
Not
all
risks
are
announced.
Sometimes,
it’s
a
pause,
a
raised
eyebrow,
or
a
carefully
worded
question
that
signals
a
deeper
worry.
Once,
I
noticed
a
customer
hesitating
during
a
demo
about
our
compliance
features.
After
the
call,
we
revisited
the
documentation
and
updated
it
to
address
industry-specific
concerns.
That
small
adjustment
didn’t
just
close
deals;
it
gave
us
a
stronger
market
position.
Being
in
the
room
lets
you
catch
the
risks
others
might
miss.
Build
Trust
Without
Slowing
Deals
Legal
is
often
seen
as
the
department
of
“no”
or
“not
yet,”
but
it
doesn’t
have
to
be.
By
joining
customer
conversations,
I’ve
found
ways
to
protect
compliance
while
helping
sales
teams
move
deals
forward.
For
instance,
when
a
fintech
client
expressed
concerns
about
cross-border
data
transfers,
I
addressed
it
on
the
spot.
That
immediate
clarity
turned
a
potential
roadblock
into
a
green
light.
Sales
teams
value
this
kind
of
proactive
support,
and
customers
appreciate
knowing
their
concerns
are
heard.
Simplify
The
Legal
Experience
Sitting
in
on
customer
calls
has
also
taught
me
how
frustrating
legal
terms
can
be.
By
bridging
the
gap
between
legal
requirements
and
user
experience,
I’ve
helped
simplify
agreements
to
build
trust.
Take
enterprise
contracts,
for
example.
Customers
often
found
them
dense
and
overwhelming.
I
proposed
modular
agreements
tailored
to
their
purchasing
habits.
The
result?
Faster
negotiations
and
happier
clients.
Legal
should
empower
—
not
confuse
—
the
people
it
serves.
Show
Up,
Win
Together
The
simple
act
of
being
present
in
customer
conversations
sends
a
powerful
message:
“We
care
about
your
experience.“
This
builds
trust,
strengthens
relationships,
and
drives
long-term
loyalty.
When
you’re
in
the
room,
you’re
not
just
solving
problems
—
you’re
shaping
the
future
of
the
business.
And
trust
me,
your
presence
will
be
noticed
and
valued.
The
Bottom
Line
If
you’re
a
product
counsel
looking
to
add
more
value,
start
showing
up.
Sit
in
on
sales
calls,
ask
questions,
and
listen
carefully.
You’ll
gain
insights,
close
gaps,
and
become
an
essential
partner
to
both
your
team
and
your
customers.
For
more
strategies
on
building
trust
and
driving
business
wins
as
a
product
lawyer,
check
out
my
book,
“Product
Counsel:
Advise,
Innovate,
and
Inspire.”
It’s
filled
with
actionable
advice
for
turning
customer
interactions
into
opportunities
and
becoming
a
true
business
partner.
Have
you
stepped
into
customer
conversations
as
a
lawyer?
I’d
love
to
hear
how
it’s
worked
for
you
—
let’s
keep
the
conversation
going.
Olga
V.
Mack
is
a
Fellow
at
CodeX,
The
Stanford
Center
for
Legal
Informatics,
and
a
Generative
AI
Editor
at
law.MIT.
Olga
embraces
legal
innovation
and
had
dedicated
her
career
to
improving
and
shaping
the
future
of
law.
She
is
convinced
that
the
legal
profession
will
emerge
even
stronger,
more
resilient,
and
more
inclusive
than
before
by
embracing
technology.
Olga
is
also
an
award-winning
general
counsel,
operations
professional,
startup
advisor,
public
speaker,
adjunct
professor,
and
entrepreneur.
She
authored Get
on
Board:
Earning
Your
Ticket
to
a
Corporate
Board
Seat, Fundamentals
of
Smart
Contract
Security,
and Blockchain
Value:
Transforming
Business
Models,
Society,
and
Communities. She
is
working
on
three
books:
Visual
IQ
for
Lawyers
(ABA
2024), The
Rise
of
Product
Lawyers:
An
Analytical
Framework
to
Systematically
Advise
Your
Clients
Throughout
the
Product
Lifecycle
(Globe
Law
and
Business
2024),
and
Legal
Operations
in
the
Age
of
AI
and
Data
(Globe
Law
and
Business
2024).
You
can
follow
Olga
on
LinkedIn
and
Twitter
@olgavmack.