专业+产品化思维

近年来，马律师处理了大量金融、房地产和能源领域的纠纷。他认为，律师作为生产关系层面的代表，应敏锐捕捉市场上生产力层面出现的变化，及时做出调整。

如房地产行业曾经历了一段“狂飙时代”，律师在上一轮经济周期更多处理了支持房地产发展、并购、投融资等业务。“而如今风向转了，生产力已发展到新阶段，生产关系也要尽快调整，律师更多的是为房地产行业提供纾困业务。”马律师说。

“这就要求律师具有足够的专业知识储备，惟此方能在新形势下创造有针对性的法服务产品。”马律师认为，产品意识是形成竞争优势的关键，律师须将法律服务视为实用性产品，并为客户提供切实解决方案，而不仅以第三方的居中视角审视案件。同时，马律师也乐于尝试新的科技工具来为法律服务赋能。

提升争议解决体验

在争议解决业务中，马律师总结出独到心得以提升客户体验：首先，要将服务意识贯穿全程。“人的生理关系出现问题，就会找医生；社会关系或生产关系出现问题，就会找律师。我觉得律师就是治愈客户社会关系疾病的大夫，靠专业且有温度的服务来提供更好体验、赢得客户信任。”

“第二，要实现有效沟通。一方面，客户不是法律专家，即便有理，其采取的手段也可能不当，律师要向客户详细解答；另一方面，律师只能帮助天平一端的客户，因此要向裁判者充分表达，起到砝码的作用。”

“第三，要为客户创造情绪价值。“医生往往因医德而闻名，同样地，优秀的律师并不仅专注于实现唯一的商业目的，还重视通过沟通为客户提供积极的情绪价值，照顾到客户多层次的需求，正所谓‘常常帮助，有时治愈’，应让客户感受到法律服务背后应有的温度，从而与其建立长期友好、信赖的关系。”

持续精进

未来，马律师将着重关注信托金融纠纷，此类案件的执行、处置、消化至少还需五年时间。他也预测在强监管政策驱动下，证券类纠纷案件会有所增加。同时，尽管国家已在为房地产行业纾困，但因惯性效应，复苏过程中仍会出现较多相关企业破产重整案件。

马律师也将一如既往持续精进业务。“一方面，希望在企业综合债务危机处理方面更深入探讨，在诉讼与非诉相结合的领域探寻企业债务重组的方案和路径，同时加强‘股债结合’这类多元处理思路的运用；另一方面，希望在争议解决服务模式及知识管理层面有所创新，在高频涉诉领域形成一定服务标准。”

“律师是生产关系、社会秩序中重要一环，推动社会在规则下良好运行，是我们的责任和使命。”投身于这一事业中，马律师始终希望自己能孜孜无怠地贡献绵绵力量。

“To comfort always, to cure sometimes” – Deliver professional litigation services with warmth

-- An interview with Ma Jiangtao, senior partner at Dentons 

Professionalism and product-oriented mindset

In recent years, Ma has handled a large number of disputes in finance, real estate, and energy. He believes that lawyers, who represent the production relations, should have an acute eye for and promptly adapt to productivity changes in the market.

For example, when the real estate industry grew at a rapid pace in the last economic cycle, lawyers focused mainly on real estate development, M&As, investment and financing. "However, the market has changed. Productivity has come to a new stage and the relations of production require adjustment. The real estate industry needs more help from lawyers," said Ma.

"This necessitates enough professional knowledge. On this basis, lawyers can develop targeted products under the new situation." Product awareness is the key to establishing competitive advantages. Lawyers need to see legal services as practical products and provide feasible solutions, rather than looking at cases from a third-party perspective. At the same time, Ma is willing to use new tech tools to empower legal services.

Improved dispute resolution experience

Ma shared his unique takeaways in practice to improve client experience. First, a service mindset throughout the process. "When people have physiological problems, they go to see doctors; when they have problems with social connections or productivity, they will turn to lawyers. I think a lawyer is like a doctor who helps clients mend their social relationships. With professional and warm services, they can deliver a better experience to clients and win their trust."

"Second, effective communication. On one hand, clients are not legal experts. Even if they are right, they may take inappropriate means, and lawyers should explain to them in detail; on the other hand, lawyers can only represent clients at one end of the scale, so they should act as a weight and express themselves clearly to the referee."

"Third, to create emotional value for clients. "Respected doctors are often known for their medical ethics. Likewise, good lawyers should provide positive emotional value to their clients through communication, rather than focusing solely on achieving business purposes. As the saying goes, ‘to comfort always, to cure sometimes.’ We should let customers feel the warmth behind legal services, so as to build a long-term friendly and trusting relationship."

Continuous improvement

In the future, Ma will focus on financial disputes over trusts, and it takes at least another five years for such cases to be executed, disposed of and digested. He also predicted an increase in securities disputes driven by strong regulatory policies. China is bailing out the real estate industry, but there are still many potential bankruptcy and restructuring cases due to the inertia effect.

Ma will seek continuous improvement as always. "On one hand, we want to take a deeper dive into solving comprehensive debt crises, and explore solutions for corporate debt restructuring cases that involve both litigation and non-litigation. We also need to combine ‘debt’ and ‘equity’ thinking to explore diversified paths. On the other hand, we expect innovation in service pattern and knowledge management in terms of dispute resolution, and set up service standards for high-frequency litigation-related fields."

"Lawyers are a very important part of the production relations and social order, and it is our responsibility and mission to promote smooth social functioning under the rules." Devoting himself to this cause, Ma hopes that he can contribute tirelessly.