How to build a high-performing law firm: lessons from Doyle Clayton’s CEO
In episode 17 of Osprey Approach’s Empowering Law Firm Leaders podcast, Tina Wisener, CEO at Doyle Clayton, shares her insights into building high-performing teams and creating a culture of trust
In conversation with Amy Bruce, marketing director of Osprey Approach, the podcast covers:
- Lessons learnt from a law firm CEO
- How to measure success
- Secrets to building a high-performing team
- The impact of having an employee-owned trust
- Advice for aspiring law firm leaders
From the army to employment law
Tina’s path to leading a successful UK employment law firm was unconventional: she trained at Sandhurst and served in the British Army before qualifying as an employment lawyer.
Her time in the military instilled two lessons: the power of diverse teams, and the importance of trust. Those principles, she says, are the foundation for any high-performing law firm.
Leadership lessons from the top
Tina highlights three essentials for successful leadership: authenticity, communication, and a client-centric culture.
- Authenticity
“You have to be genuine and transparent, knowing your strengths and limitations – and being honest about them.” Openness builds trust and encourages others to be equally authentic.
- Communication
Poor communication is a common issue in firms. Doyle Clayton tackles this through regular updates, managers ‘walking the floor’, and open dialogue.
- Client-centric culture
Client satisfaction, she argues, is everyone’s responsibility. “It’s about creating a firm-wide mindset where all employees, not just lawyers, understand their role in delivering for clients.”
Measuring success beyond financial metrics
While profitability matters, Tina believes financial results only tell part of the story. At Doyle Clayton, success is also measured through:
- Retention — Many employees have been with the firm for more than a decade.
- The ‘mood music’ — The atmosphere and wellbeing across the business.
- Engagement — Wellbeing initiatives are integrated into daily life, from lunchtime walks to recognition programmes.
- Recognition and empowerment — “Employees don’t really care about free pizza or fancy offices,” Tina says. “They want recognition, empowerment, flexibility, great leadership, and to be heard.”
Six essentials for high-performing teams
Tina sets out six building blocks for effective, high-performing teams:
- Transparency from leaders — open information-sharing fosters accountability.
- Clear communication — ensuring all employees understand goals and vision.
- Defined roles — clarity on responsibilities helps individuals see their impact.
- Shared goals and values — creating a strong collective identity.
- Feedback and listening — seeking and acting on staff feedback.
- Making difficult decisions — addressing issues promptly and fairly and communicating them.
Advice for aspiring law firm leaders
Tina’s advice to future leaders cover three fundamentals. Firstly, be authentic. Authenticity builds trust, which underpins collaboration and performance.
Secondly, be self-aware. Self-awareness and curiosity encourage continuous learning: “You have to learn something every day.”
And lastly, focus on developing others. Confidence and resilience are vital: leaders must stand by decisions and adapt when things don’t go to plan.
Confidence and resilience are essential traits for law firm leaders. “You need to be confident, but not overly confident. If you’re communicating a decision, you need to stand by it and be confident about it,” Tina advises. Resilience is equally important, as leadership can be challenging and things don’t always go as planned. “You need to be resilient, recognise that not everything’s going to be brilliant all the time,” she says.
You can read more of Tina’s advice for law firm leaders here >
The employee-owned trust advantage
In 2019, Doyle Clayton became one of the UK’s few law firms to adopt an employee-owned trust (EOT).
“The majority of the firm is owned by a trust, so employees indirectly own a stake in the business,” Tina explains. This gives staff a genuine voice in succession planning and strategy, while protecting independence and culture.
The benefits are clear: “If the firm does well, employees do well.” That sense of ownership boosts accountability, strengthens retention, and helps attract talent. It also sets Doyle Clayton apart from firms that have chosen merger or acquisition.
Authentic leadership drives performance
Transparency, communication, and empowerment creates a culture where employees feel invested in both their own success and the firm’s.
Regular updates, open dialogues, and active listening ensure that everyone understands their role and the firm’s goals. This clarity and alignment are crucial for maintaining high performance and achieving long-term success. Building effective teams requires more than just strategic vision. It demands a genuine commitment to transparency, communication, and empowerment.
Watch the full interview with Tina Wisener now to discover more advice and guidance on running a successful law firm. You’ll also hear Tina’s exclusive insights into future innovations at Doyle Clayton and further advice for building effective teams.
