3.12: Developing the Deal: Client Partnerships that Redefine the Legal Field

In a world obsessed with the big picture, discover how one consultant's passion for deconstructing complex challenges into smaller, manageable pieces redefines success in the realm of legal consulting and mass tort litigation. Join us for an exceptional episode of the Heart of Law as our experienced host, Mirena Umizaj, sits down with Crystal Utley, founder, and CEO of Bespoke Consulting and Capital, to explore her transformative professional journey from the healthcare industry to spearheading one of the most influential legal administrations in mass torts and personal injury. Together, they explore the intricacies of litigation finance, operational strategies, and the evolving landscape of mass torts to shed light on the innovative solutions driving efficiency and justice in the legal realm.

 At the forefront of Bespoke Consulting and Capital, Crystal Utley has carved a distinguished path as an executive with over two decades of experience spanning the health and legal sectors. Beginning her journey as a nurse practitioner, she made a pivotal transition to the legal industry, where she specialized in reviewing complex tobacco cases. In 2010, her expertise garnered even greater recognition when she was entrusted with establishing a medical review team for the 9/11 World Trade Center First Responders settlement. Guided by her leadership, she assembled a team of 60 nurses, created an innovative review platform, instituted stringent processes, and set up a comprehensive quality control system that enabled plaintiff attorneys to effectively settle cases through the special master. Building on this success, Crystal embraced leadership roles to revitalize underperforming teams, eventually guiding her company's mass tort division to unprecedented heights, where she managed over 300 employees. In 2022, Crystal founded Bespoke Consulting and Capital, where she continues to break new ground as the CEO, spearheading fundraising, strategic initiatives, and client development.

As they begin their insightful exchange, Mirena delves into Crystal's profound transition to the legal profession, a decision deeply influenced by her extensive involvement in child abuse cases as a pediatric nurse practitioner. This unique vantage point enabled Crystal to collaborate closely with law enforcement and attorneys, leveraging her medical expertise to elucidate the nature of injuries, thus aiding legal professionals in understanding the complexities of each case. Crystal's enthusiasm for unraveling complex medical conditions for legal purposes ignited her intellectual curiosity, leading her to ponder the broader applications of her skills within the legal sphere. Mirena, intrigued, probes further into what aspects of the legal world captivated Crystal. In response, Crystal reflects on her fascination with deconstructing complex concepts into manageable components, illustrating her systematic approach to understanding and solving problems by operationalizing theoretical concepts into practical actions. 

As the dialogue progresses, Mirena delves into the intricacies of the mass torts industry, seeking Crystal's insights on the obstacles and opportunities that define this complex field. In response, Crystal emphasizes the challenges posed by the current state of technology and data handling in the sector, underscoring the industry's urgent need for innovation and improvement to overcome these inherent bottlenecks. Mirena concurs, adding her perspective on the operational struggles within the legal industry, emphasizing how inefficiencies and a lack of evolved business practices significantly impact client retention and litigation outcomes. As the conversation deepens, Mirena steers the discussion toward the foundation of Bespoke Consulting and Capital, prompting Crystal to recount how a pivotal conversation with a colleague, discussing the financial struggles of firms, sparked the idea to leverage her background to facilitate change. Crystal further highlights that the essence of Bespoke's achievements isn't merely the financial resources they've garnered but, more significantly, the team she's built. Echoing Crystal's sentiment, Mirena acknowledges the paramount importance of team dynamics, reinforcing the belief that while achieving success is rewarding, the journey with like-minded individuals is invaluable.

As the conversation wraps up, Mirena shifts the focus to Crystal, inquiring about Bespoke's business model and ideal client profile. Crystal explains that their ideal client is "someone we can help, who seeks more than just financial assistance but a partnership." She highlights Bespoke's commitment to crafting tailored solutions through detailed analysis, focusing on the significance of supporting back-office operations for growth and success. Crystal notes that while they prefer early-stage firms, they are open to firms at any stage, whether they're just starting, expanding, or facing challenges. Thus, as the episode ends, she leaves listeners with a motivating thought, declaring that the "sky is the limit" for anyone ready to contribute to this challenging yet rewarding field, stressing the need for innovative solutions beyond legal expertise to foster justice and support.