Can B2C lawyers parachute in with questions, "Where does it hurt" and then work out remedies like the apology Kent Hospital in Rhode Island provided actor James Woods after his brother died there. Woods' initiative was to sue. Somewhere along the line a sincere apology was put on the table. It was not only accepted. Woods became a donor to the hospital.
Before our society became litigious, problems were framed as the emotional issues they were. In an ethnic neighborhood Citizen X perceives he was treated with disrespect when Citizen Y parks his car in front of X's house. X wants to smash Y's windshield. The parish priest intervenes, explains to Y how things are perceived, and pulls the two together. Y apologizes for showing what was taken as disrespect. The word gets out throughout the neighborhood not to take the parking space in front of X's house.
In divorce and custody legal matters, we are already seeing progress in the use of mediation. Alla Roytberg is in the front lines of that at her Goodlaw Firm. Instead of putting the priority on points of law, mediation tends to focus on the dynamics of human emotions and the innate sense of what's a win-win.
Mediators, just like our society shamans and other healers, don't work for free. B2C lawyers can still make a very good living.